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 本研究旨在分析统一健康系统（Unified Health System，SUS）的医院与门诊服务的用户满意度及服务特征。研究于北里奥格兰德州开展，采用2012至2013年间回应《SUS问卷》（Carta SUS）的用户数据，开展横断面分析研究，评估物理设施、医护团队及提供的诊疗服务质量。在本研究时段内回应《SUS问卷》的17333名用户中，62.3%为女性，62.4%年龄超过40岁。就诊人次中，56.8%发生于州府所在地，70.3%为公立医疗机构服务。按卫生区域划分，用户对服务的满意度在79%至90%之间。男性及60岁以上人群对服务的评价更为积极；高复杂度诊疗服务、州府所在地的服务及私立医疗机构均取得了更优的评估结果（p≤0.001）。本研究强调了健康评估的重要性，以及对《SUS问卷》开展分析、传播与持续应用的必要性，以期为后续关于服务质量的研究与思考提供支撑。