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Abstract(s)
Introdução: Os Cuidados de Saúde Primários (CSP) têm um papel fulcral no sistema de saúde
português sendo, idealmente, o primeiro ponto de entrada do utente no sistema de saúde, bem
como na prevenção e na promoção de boas práticas. Assim sendo, uma estrutura de CSP bem
gerida e bem organizada e que cubra toda a população permite que o sistema de saúde cumpra
todo o seu potencial. A satisfação dos utentes, que consiste na perceção dos utentes do cumprimento das suas expectativas, constitui, nos serviços de saúde, um dos parâmetros a ter em consideração na avaliação da qualidade dos cuidados de saúde. Assim, a utilização de questionários
a serem regularmente implementados nas organizações de saúde, constitui um passo essencial
na direção correta para a medição da satisfação dos pacientes dos cuidados de saúde primários.
Objetivos: Analisar questionários de avaliação da satisfação dos utentes nos CSP. Interpretálos, enumerando as perguntas mais frequentes e os indicadores mais utilizados na medição da
satisfação dos utentes nos diversos países. Posteriormente selecionar e listar os indicadores de
qualidade de cuidados de saúde primários mais utilizados e recomendados a serem utilizados
em futuros instrumentos de avaliação e responder à pergunta de investigação: “Qual o impacto
da consulta médica nos cuidados de saúde primário do SNS na satisfação dos doentes?”.
Métodos: Utilizando como bases de dados a PubMed, a B-on e o RCAAP procedeu-se a uma
extensa pesquisa dos artigos indexados entre 2010 e o presente ano. Foram pesquisadas as listas
de referências bibliográficas dos artigos selecionados.
Resultados: Procedeu-se à análise de 26 questionários (13 de Portugal; 2 de Espanha;5 do
Brasil;1 de Itália;1 da Turquia;1 da Noruega;1 de Inglaterra;1 da África do Sul; 1 da Índia) correspondentes a questionários de avaliação em saúde, com as respetivas variáveis/indicadores
para análise.
Conclusão: Os indicadores mais utilizados e recomendados para serem utilizados em futuros
instrumentos de avaliação são os pertencentes ao questionário EUROPEP e correspondentes às
suas cinco dimensões (relação médico-paciente, cuidados médicos, informação e apoio, organização dos serviços e acessibilidade). O impacto da consulta médica nos cuidados de saúde primários do SNS na satisfação dos doentes” é crucial e indissociável, uma vez que os CSP são o
principal contacto dos utentes com o SNS.
Introduction: The primary health care (PHC) play a central role in the Portuguese healthcare system, ideally being the user's first point of entry into the healthcare system, as well as in prevention and promotion of good practices. Therefore, a well-managed and well-organized, the PHC structure that covers the entire population allows the health system to fulfill its full potential. User satisfaction, which consists of users' perception of the fulfillment of their expectations, constitutes, in health services, one of the parameters to be taken into consideration when evaluating the quality of health care. Therefore, the use of questionnaires to be regularly implemented in healthcare organizations constitutes an essential step in the right direction for measuring patient satisfaction in primary healthcare. Objectives: Analyze questionnaires to assess user satisfaction in PHC. Interpret them, listing the most frequently asked questions and the indicators most used to measure user satisfaction in different countries. Subsequently, select and list the most used and recommended primary health care quality indicators to be used in future assessment instruments. Answer the research question: “What is the impact of medical consultations in primary health care in the SNS on patient satisfaction?” Methods: Using PubMed, B-on and RCAAP as databases, an extensive search of articles indexed between 2010 and the present year was carried out. The bibliographic reference lists of the selected articles were searched. Results: 26 questionnaires were analyzed (13 from Portugal; 2 from Spain; 5 from Brazil; 1 from Italy; 1 from Turkey; 1 from Norway; 1 from England; 1 from South Africa; 1 from India) corresponding to the question -health assessment logs, with the respective variables/indicators Conclusion: The most used and most recommended indicators for use in future assessment instruments are those belonging to the EUROPEP questionnaire and corresponding to its five dimensions (doctor-patient relationship, medical care, information and support, organization of services and accessibility). The impact of medical consultations in primary health care in the SNS on patient satisfaction” is crucial and inseparable, since PHC are users’ main contact with the SNS.
Introduction: The primary health care (PHC) play a central role in the Portuguese healthcare system, ideally being the user's first point of entry into the healthcare system, as well as in prevention and promotion of good practices. Therefore, a well-managed and well-organized, the PHC structure that covers the entire population allows the health system to fulfill its full potential. User satisfaction, which consists of users' perception of the fulfillment of their expectations, constitutes, in health services, one of the parameters to be taken into consideration when evaluating the quality of health care. Therefore, the use of questionnaires to be regularly implemented in healthcare organizations constitutes an essential step in the right direction for measuring patient satisfaction in primary healthcare. Objectives: Analyze questionnaires to assess user satisfaction in PHC. Interpret them, listing the most frequently asked questions and the indicators most used to measure user satisfaction in different countries. Subsequently, select and list the most used and recommended primary health care quality indicators to be used in future assessment instruments. Answer the research question: “What is the impact of medical consultations in primary health care in the SNS on patient satisfaction?” Methods: Using PubMed, B-on and RCAAP as databases, an extensive search of articles indexed between 2010 and the present year was carried out. The bibliographic reference lists of the selected articles were searched. Results: 26 questionnaires were analyzed (13 from Portugal; 2 from Spain; 5 from Brazil; 1 from Italy; 1 from Turkey; 1 from Norway; 1 from England; 1 from South Africa; 1 from India) corresponding to the question -health assessment logs, with the respective variables/indicators Conclusion: The most used and most recommended indicators for use in future assessment instruments are those belonging to the EUROPEP questionnaire and corresponding to its five dimensions (doctor-patient relationship, medical care, information and support, organization of services and accessibility). The impact of medical consultations in primary health care in the SNS on patient satisfaction” is crucial and inseparable, since PHC are users’ main contact with the SNS.
Description
Keywords
Satisfação da População Cuidados de Saúde Primários Medicina Geral e Familiar Qualidade dos Cuidados de Saúde Primários Questionários de Avaliação