title: [User satisfaction and responsiveness in the healthcare services at Fundação Oswaldo Cruz].
abstract: The paper discusses the results of research into user satisfaction in three healthcare facilities at Oswaldo Cruz Foundation in Rio de Janeiro. The analysis is based on the concepts of user satisfaction and responsiveness. Perceptions and opinions of outpatients from Instituto de Pesquisa Evandro Chagas, Instituto Fernandes Figueira and Centro de Saúde Escola Germano Sinval Faria were investigated. Intention samples were drawn for each institution and a total of 1.339 valid questionnaires were obtained. The study found that patients are satisfied with healthcare at Fiocruz, especially with health professionals. Nevertheless, restroom hygiene and privacy during consultations were less well evaluated. The improvement of these aspects depends not only on financial and technological investments but on changes in organizational culture. The first part of the paper discusses the literature on user satisfaction and responsiveness, with the definition of the categories that guided the study. The methodology is then presented as well as the four health services dimensions assessed - dignity, agility, facilities and communication - and the results are analyzed.
authors.affiliation: Departamento de Ciências Sociais, Escola Nacional deSaúde Pública Fiocruz, Manguinhos, 21041-210 Rio de Janeiro, RJ. elianeh@ensp.fiocruz.br
authors.forename: Eliane
authors.initials: E
authors.lastname: Hollanda
authors.forename: Sandra Aparecida Venâncio
authors.initials: SA
authors.lastname: de Siqueira
authors.forename: Gabriela Rieveres Borges
authors.initials: GR
authors.lastname: de Andrade
authors.forename: Alex
authors.initials: A
authors.lastname: Molinaro
authors.forename: Jeni
authors.initials: J
authors.lastname: Vaitsman
mesh_terms: D000328:Adult; D001938:Brazil; D003695:Delivery of Health Care / Q000592:standards*; D005260:Female; D006268:Health Facilities; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D055815:Young Adult