[(Dis)satisfaction of users: duplication and simultaneous use of services in family health].
This descriptive and exploratory study was performed with the purpose to identify the pattern of use of health services: duplication and simultaneous use in a District Reference Unit (URD, acronym in Portuguese) and four Family Health Units (USF, acronym in Portuguese). Secondary data were collected in two stages: the first stage involved identifying the Service Files of the District Reference Unit for 15 days of the month of June 2006; and the second stage involved verifying 856 services delivered among the selected USF to users who were seen at the URD. It was found that there was duplication in the use of health services corresponding to 0.35% of the users seen at the group of services, as well as simultaneous use, corresponding to 3.27% of users. The duplication of health service use is considered to be an indirect indicator for the analysis of user satisfaction, i.e., service use duplication may be understood as an expression of user dissatisfaction.
Departamento de Enfermagem Materno-Infantil e Saúde Pública, Escola de Enfermagem de Ribeirio Preto, Universidade de São Paulo, Ribeirão Preto, SP, Brasil. smishima@eerp.usp.br
Silvana Martins
SM
Mishima
Vanessa Garcia
VG
de Paula
Maria José Bistafa
MJ
Pereira
Maria Cecília Puntel
MC
de Almeida
Lauren Suemi
LS
Kawata
D000293:Adolescent; D000328:Adult; D002648:Child; D002675:Child, Preschool; D005192:Family Health; D006801:Humans; D007223:Infant; D008875:Middle Aged; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000706:statistics & numerical data*; D055815:Young Adult