[The user's evaluation of the ophthalmologic service offered by SUS (Brazilian Unified Health System) in an urban center in the south of Brazil]. / Avaliação do usuário sobre o atendimento oftalmológico oferecido pelo SUS em um centro urbano no sul do Brasil.

The user's evaluation is an important component of the quality of the health services. The goal of the present study was to evaluate the user's satisfaction with the ophthalmologic service provided by an accredited service of the Brazilian Unified Health System (SUS) in an urban center of the South of Brazil. It is a transversal study in which a questionnaire was applied about the user's socioeconomic and demographic profile, questions related to the quality of the service and suggestions and/or complaints regarding to the attendance and the service. The sample was calculated in the program EPINFO version 6.0, it had as its base 1200 monthly services, in a total of 355 users. The results showed that 77.1% of the users were satisfied with the medical service. However, 75.4% pointed deficiencies related to the time they had to wait in the place, to the duration of the consultation and at the interpersonal relationship with doctor and other attendants. It was verified that 36.3% considered the ophthalmologic service offered by SUS as terrible and regular. This way, it is fundamental to rethink the professional practices and to intervene on the form of organization of this service, seeking its improvement and the user's satisfaction.

Avaliação do usuário sobre o atendimento oftalmológico oferecido pelo SUS em um centro urbano no sul do Brasil / The user's evaluation of the ophthalmologic service offered by SUS (Brazilian Unified Health System) in an urban center in the south of Brazil

A avaliação do usuário é um importante componente da qualidade dos serviços em saúde. O objetivo deste estudo foi avaliar a satisfação do usuário quanto ao atendimento oftalmológico prestado por um serviço credenciado do SUS num centro urbano do Sul do Brasil. Trata-se de um estudo transversal, no qual se aplicou questionário sobre o perfil socioeconômico e demográfico do usuário, questões relacionadas à qualidade do atendimento e sugestões e/ou reclamações referentes ao atendimento e ao serviço. Calculou-se a amostra no programa EPINFO versão 6.0, tendo como base 1.200 atendimentos mensais, totalizando 355 usuários. Os resultados mostraram que 77,1 por cento dos usuários estavam satisfeitos com o atendimento médico. Entretanto, 75,4 por cento apontaram deficiências relacionadas ao tempo de espera no local, à duração da consulta e à relação interpessoal com médico e atendentes. Verificou-se que 36,3 por cento consideraram o serviço oftalmológico oferecido pelo SUS como péssimo e regular. Desta forma, é fundamental repensar as práticas profissionais e intervir sobre a forma de organização deste serviço, visando ao seu aperfeiçoamento e satisfação do usuário.

The user's evaluation is an important component of the quality of the health services. The goal of the present study was to evaluate the user's satisfaction with the ophthalmologic service provided by an accredited service of the Brazilian Unified Health System (SUS) in an urban center of the South of Brazil. It is a transversal study in which a questionnaire was applied about the user's socioeconomic and demographic profile, questions related to the quality of the service and suggestions and/or complaints regarding to the attendance and the service. The sample was calculated in the program EPINFO version 6.0, it had as its base 1200 monthly services, in a total of 355 users. The results showed that 77.1 percent of the users were satisfied with the medical service. However, 75.4 percent pointed deficiencies related to the time they had to wait in the place, to the duration of the consultation and at the interpersonal relationship with doctor and other attendants. It was verified that 36.3 percent considered the ophthalmologic service offered by SUS as terrible and regular. This way, it is fundamental to rethink the professional practices and to intervene on the form of organization of this service, seeking its improvement and the user's satisfaction.