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.

KEYWORDS
Health evaluation; Hospital care; Ambulatory care; Consumer behavior