[User satisfaction and responsiveness in the healthcare services at Fundação Oswaldo Cruz]. / Satisfação e responsividade em serviços de atenção à saúde da Fundação Oswaldo Cruz.

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.

Social protection in Brazil: what has changed in social assistance after the 1988 Constitution.

This paper discusses the changes in the social assistance component of social protection in the two decades that followed the 1988 Constitution. It discusses the transformations of social protection and social assistance in the past decades and the processes that in the 1990 s advanced the reform of social assistance policies in Brazil without, however, producing great changes in how services were delivered. By 2000 there had been a great expansion of resources as well as benefits and services coverage in social assistance. This paper argues that conditional cash transfer programs, though created and spread in an international context of restrictive policies, when integrated into Brazil s public and universal system of social assistance, substantively widened the scope of social protection. Some effects of the expansion in the Brazilian social protection system are identified: less income inequality; creation of an institutional capacity in the area of social assistance; the social, political and symbolic meaning of the inclusion of a large segment of the population in a public system of social assistance by means of a provision structure that does not belong to traditional devices of philanthropy and clientelism.