PURPOSE: To evaluate eye care services from the user's perspective in a low income population from the east zone of the city of São Paulo - Brazil. METHODS: A household survey was performed using cluster sampling in three low income districts of the city of São Paulo - Brazil. From July/2004 to January/2005, 1055 interviews with an adult household representative were carried and an eye care system responsiveness questionnaire was administered through individual interview. RESULTS: 71.56% of the participants were women. Respondents' age ranged from 18 to 92 years (41.42 ± 15.67 years). Regarding schooling, 525 (49.77%) had four years or less; 489 (46.35%) between five and eleven years, 40 (3.79%) had eleven or more years of study. Eye care services need was reported as 712 (67.49%) declaring themselves or someone else of the household needing and obtaining services and 135 (12.80%) had never needed eye care. The most frequently cited barriers to obtain the eye care service by respondents was cost (77.29%), followed by unsuccessful attempt to obtain eye care (42.21%). General satisfaction for the criteria contained in the questionnaire was 63.37%. In the 36.63% dissatisfied respondents, the most frequently cited claim was the amount of time waited before consultation. CONCLUSION: The main barriers to obtain eye care services were cost of medical appointment and lack of access to the services. 63.37% of the individuals in need who had received eye care in last 12 months were satisfied with the service provided.
Patient satisfaction; Eye health services; Quality of health care; Quality assurance, health care; Eye diseases; Urban health services
