[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.

[Children health care evaluation (0-5 years) according to users' perceptions in the Family Health Strategy of Teresópolis, Rio de Janeiro State]. / Avaliação da atenção à saúde da criança (0-5 anos) no PSF de Teresópolis (RJ) segundo a percepção dos usuários.

Family Health Strategy represents one of the major public programs in Brazil covering 5,601 municipalities in 2006 (91.8%). This study evaluated Teresópolis Family Health Strategy through information and perceptions of adults responsible for children around 0-5 years that used those health services. It was used evaluation forms answered by family in waiting rooms or during home visiting. Results for urban and rural areas were compared and significant differences were observed in some issues. Major findings include users' strong ties with the program and a highly positive perception about the children health status. Access was satisfactory as to use criteria when relating to regular care proceedings. Critical points observed include: low coverage of home visiting, bad access to labs and image exams and to systematic delivery of medicines. Rural areas presented a high number of children who treated acute clinical conditions at home without doctor assistance. Users satisfaction as to physicians, nurses, health community agents and services were high level. Users not regularly visited at home presented lower access to medicine delivery.