title: Client satisfaction from the perspective of responsiveness: strategy for analysis of universal systems?
abstract: OBJECTIVE
  to analyze patient satisfaction in a Family Health Unit (FHU) of a municipality in the interior of São Paulo, Brazil, from the perspective of responsiveness.
  
  
  METHODS
  this was a qualitative study with 41 patients of families who used the FHU at least once in the last six months. A semi-structured interview was used for data collection, performed from November of 2010 to January of 2011, focusing on the dimensions of responsiveness: dignity, autonomy, facilities and physical environment, immediate attention, choice, confidentiality, and communication. A thematic analysis was conducted.
  
  
  RESULTS
  four themes emerged from the analysis: the health unit environment; access and components of accessibility - favoring the responsiveness?; possibilities of developing a patient - health service staff relationship; and the FHU team - processing care and welcoming.
  
  
  CONCLUSIONS
  responsiveness allows for the tracking and monitoring of non-medical aspects of care of the patients; it contributes to achieving universal coverage, emphasizing the quality of care.
authors.affiliation: Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo, Ribeirão Preto, SP, Brazil.
authors.forename: Silvana Martins
authors.initials: SM
authors.lastname: Mishima
authors.affiliation: Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo, Ribeirão Preto, SP, Brazil.
authors.forename: Ana Carolina
authors.initials: AC
authors.lastname: Campos
authors.affiliation: Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo, Ribeirão Preto, SP, Brazil.
authors.forename: Silvia
authors.initials: S
authors.lastname: Matumoto
authors.affiliation: Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo, Ribeirão Preto, SP, Brazil.
authors.forename: Cinira Magali
authors.initials: CM
authors.lastname: Fortuna
mesh_terms: D001938:Brazil; D003142:Communication; D005192:Family Health / Q000592:standards*; D006301:Health Services Needs and Demand / Q000592:standards*; D006801:Humans; D017060:Patient Satisfaction; D036301:Qualitative Research; D011787:Quality of Health Care / Q000592:standards*