Saude da Familia

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Ethnography study about user satisfaction of Family Health Program in Bahia

Leny Alves Bomfim Trad 1
Ana Cecília de Souza Bastos 2
Edyara de Morais Santana 1
Mônica Oliveira Nunes 1

Este artigo contou com apoio financeiro do CNPq, Banco Mundial e Ministério da Saúde.
1 Instituto de Saúde
Coletiva da Universidade
Federal da Bahia.
Rua P. Feijó 29, Canela.
40110-170, Salvador BA. [e-mail] 2 Faculdade de Filosofia e Ciências Humanas,
Universidade Federal da Bahia.

Abstract The present study consists of a qualitative evaluation of user satisfaction in the areas covered by the Family Health Program, which are located within five municipalities of
Salvador (Bahia, Brazil). During the evaluation, the following dimensions were taken into account: cognitive, relational, organizational and professional; the family health teams’ point of view was also considered. Owing to criticism directed in the literature towards the methodological limitations of studies undertaking to evaluate user satisfaction, in particular biases linked to social expectations or to the reduction of the subjective process of evaluation through yes/no-type answers to sets of closed questions, we favored in this case methodological strategies that bear the hallmark of ethnography. Through the focal groups technique, the users have been able to express their perception of the program and of the services offered by the teams while they were disclosing their needs and the satisfactions they expected from them.
Key words Ethnography, User satisfaction,
Health programs

Resumo O presente estudo consiste em uma avaliação qualitativa de satisfação de usuários em áreas cobertas pelo Programa de Saúde da
Família/PSF, situadas em cinco municípios da
Bahia. Foram consideradas nesta avaliação as seguintes dimensões: cognitiva, relacional, organizacional e profissional; vistas também sob o ponto de vista das equipes de saúde da família. Tendo em vista as