Evaluation of user satisfaction from the Carta SUS, in Rio Grande do Norte, Brazil

ABSTRACT The purpose of this study was to analyze user satisfaction and the characterization of the hospital and outpatient services of the Unified Health System (SUS). A cross-sectional analytical study was performed using user data that responded to the Carta SUS instrument between 2012 and 2013, in the state of Rio Grande do Norte, in which the quality of the physical structure, the health team and the treatment offered. Of the 17.333 users who answered the SUS Charter in the period studied, 62.3% were women and 62.4% were over 40 years old. Most of the attendances (56.8%) were held in the capital and in public services (70.3%). The users were satisfied with the services, with a percentage that ranged from 79 to 90%, according to the health regions. Men and people over 60 evaluated services more positively; the high complexity and the services of the capital had better results (p≤0.001), as well as the private units. The importance of health evaluation and the relevance of analyzing, disseminating and giving continuity to the SUS Charter instrument is emphasized, with a view to subsidizing further studies and reflections on the quality of services.

摘要 本研究旨在分析用户满意度，以及统一健康系统（Unified Health System，SUS）的医院与门诊服务特征。本研究采用横断面分析设计，使用2012至2013年间在北里奥格兰德州（Rio Grande do Norte）填写《SUS宪章（Carta SUS）》问卷的用户数据，对实体设施、医疗团队及所提供诊疗服务的质量进行评估。在本研究时段内填写《SUS宪章》问卷的17333名用户中，62.3%为女性，62.4%年龄超过40岁。多数就诊（56.8%）发生在州首府，且70.3%的就诊来自公立医疗机构。各卫生区域的用户服务满意度在79%至90%之间，整体用户对服务表示满意。男性及60岁以上人群对服务的评价更为积极；高复杂度医疗服务及首府地区的服务效果更佳（p≤0.001），私立医疗机构的服务表现亦如此。本研究强调了健康评估的重要性，以及《SUS宪章》问卷的分析、推广与持续应用的价值，以期为后续服务质量相关研究与思考提供支撑。