User satisfaction with psychosocial healthcare services, Southern Brazil.
OBJECTIVE
To evaluate user satisfaction with psychosocial healthcare services.


METHODS
Qualitative and quantitative study conducted in psychosocial healthcare services in the states of Paraná, Santa Catarina and Rio Grande do Sul, Southern Brazil, in 2006. The study combined quantitative and qualitative methods. Quantitative epidemiological data from a cross-sectional study including 1,162 users of 30 psychosocial healthcare services was used. The instrument used to evaluate users' satisfaction was the Brazilian version of the WHO Users' Satisfaction Scale (SATIS-BR), a 1 to 5-point scale. Qualitative data was collected from five case studies using a fourth generation approach. Information was obtained from field observations and interviews (between ten and 13 users in each field, totaling 57 users) and presented to users in validation and negotiation workshops.


RESULTS
The SATIS-BR scale showed that users positively evaluated all items, overall mean 4.4 (SD=0.4). Communication and relationship with psychosocial healthcare services staff had mean 4.5 (SD=0.5), and access to information through staff had mean 4.8. Satisfaction with care service was the lowest, mean 4.1, and general service infrastructure had mean 3.9. The qualitative study revealed that, according to users, the quality of treatment provided was good and the outcome was satisfactory. Their new status, better access to services, ending of their physical and social isolation, response to their demands and helping them reorganize their lives - all contributed to users' satisfaction.


CONCLUSIONS
The complementary results of both study approaches showed that users are satisfied with care provided at the psychosocial healthcare services studied.
Kantorski
Luciane Prado
LP
Departamento de Enfermagem, Faculdade de Enfermagem e Obstetrícia, Universidade Federal de Pelotas, 96030-002 Pelotas, RS, Brasil. kantorski@uol.com.br
Jardim
Vanda da Rosa
Vda R
Wetzel
Christine
C
Olschowsky
Agnes
A
Schneider
Jacó Fernando
JF
Heck
Rita Maria
RM
Bielemann
Valquíria de Lourdes
Vde L
Schwartz
Eda
E
Coimbra
Valéria Cristina Christello
VC
Quevedo
André Luis Alves de
AL
Saraiva
Suélen dos Santos
Sdos S
D000328:Adult; D001938:Brazil; D003430:Cross-Sectional Studies; D005260:Female; D006801:Humans; D008297:Male; D001523:Mental Disorders / Q000523:psychology / Q000628:therapy*; D008605:Mental Health Services / Q000592:standards*; D017060:Patient Satisfaction; D011369:Professional-Patient Relations; D036301:Qualitative Research; D012959:Socioeconomic Factors