title: Contextual and individual factors associated with dissatisfaction with the Brazilian Unified National Health System, 2011-2012.
abstract: User satisfaction is known to be related to quality of healthcare. The aim of this study was to evaluate the influence of contextual and individual factors associated with user dissatisfaction with the Brazilian Unified National Health System (SUS). This was a cross-sectional multilevel study. Data were collected via telephone by the ombudsman's office of the SUS. Telephone numbers were randomly selected from a telephone company database. Health services, socioeconomic, and individual demographic variables were evaluated, in addition to information on the municipalities. The outcome variable was dissatisfaction with the SUS. Hierarchical multilevel logistic regression was used, and 18,673 individuals were contacted. Prevalence of dissatisfaction was 63.4% (95%CI: 62.7-64.1). Unmet demand (OR = 3.66), waiting time > 4 hours (OR = 2.82), and number of Primary Healthcare Units (OR = 0.89) were associated statistically with dissatisfaction. Characteristics of the health teams' work process showed a strong association with dissatisfaction.
authors: Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Lúcia Gimenes
authors: LG
authors: Passero
authors: Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Jessye Melgarejo do Amaral
authors: JM
authors: Giordani
authors: Programa de Pós-graduação em Odontologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Fernando Neves
authors: FN
authors: Hugo
authors: Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.|Departamento de Estatística, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Vanessa Bielefeldt Leotti
authors: VB
authors: Torman
authors: Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.|Departamento de Estatística, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Suzi Alves
authors: SA
authors: Camey
authors: Programa de Pós-graduação em Epidemiologia, Universidade Federal do Rio Grande do Sul, Porto Alegre, Brasil.
authors: Juliana Balbinot
authors: JB
authors: Hilgert
mesh_terms: D000293:Adolescent; D000328:Adult; D001938:Brazil; D003430:Cross-Sectional Studies; D003695:Delivery of Health Care / Q000592:standards* / Q000706:statistics & numerical data; D005260:Female; D006801:Humans; D007407:Interviews as Topic; D008297:Male; D008875:Middle Aged; D009313:National Health Programs / Q000592:standards* / Q000706:statistics & numerical data; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D015995:Prevalence; D012959:Socioeconomic Factors; D055815:Young Adult