A qualidade dos serviços na atenção primária no olhar dos usuários: um estudo de caso em Patrocínio/MG

Abstract

In Brazil, the Unified Health System (SUS) has ensured the universalization of the right to health services. In this challenge, the users' view is important to evaluate its quality. Thus, the objective of this research is to know the quality of health services offered by SUS, especially Primary Care, in two Basic Health Units (UBS) in the municipality of Patrocínio/MG, from the perspective of its users. The methodology is characterized as exploratory descriptive, with a quantitative approach, carried out in Basic Health Units of Patrocínio/MG. We used evaluative tools such as the Instrument for External Evaluation of Health Closer to You - Access and Quality, of the National Program for Improvement of Primary Care Access and Quality (PMAQ-AB) Module III, with 128 selected participants. From the analysis of the data collected, it was noted that the studied UBS of Patrocínio are well evaluated by their users, especially regarding their location, opening hours and service in general, since normally the reception to spontaneous demand is performed by health professionals, solving the immediate need of users. One of the negative points raised by the users in the studied UBS refers to the way of scheduling appointments, since they need to wake up early to ensure the service, by means of forms distributed on the day. Another negative point highlighted was the identification of the link, accountability, and coordination of care, where users pointed out the lack of interest by the health team in the situation of family members, focusing only on the user being cared for. There were reports about the lack of material or equipment, hindering the service, as well as the need for improvement in the physical infrastructure of the UBS. Given the data presented, this reveals the importance of efforts to qualify the access and improve the health services and their dynamics to meet the users' needs; as well as to strengthen the bond of these professionals with the users. This study contemplated local aspects of SUS management, being a contribution to the study of health in Patrocínio/MG, as it demonstrated a panorama of quality in the services provided in two Family Health Units (USF).