PURPOSE: this study aimed to evaluate users' health care satisfaction and expectations, of Family Health Strategy (FHS), in Bauru, State of São Paulo, and thus, promote the receptivity and attention direction given for the attended people. METHOD: this is a qualitative study that used the collective subject discourse analysis. It was approved by the FOB/USP Research Ethics Committee and the Municipal Health Department, case number 167/2009. Ten users of FHS were selected through opportunistic sampling. A semi-structured questionnaire was used in the interview and was recorded for discourse analysis. RESULTS: it was observed by the results of the interviews that the users are satisfied with the service they get. We also noted that the presence of popular participation on the division of responsibilities in health care. However, they were not satisfied with the waiting time for referring to medium and high complexity procedures. CONCLUSION: the Speech-Language and Hearing Pathology focuses its actions in secondary and high complexity levels, whereas such levels are cited as user's dissatisfaction. Therefore, we suggest the development of this research in such locations where Speech-Language and Hearing professionals are present.
Public Policies; Patient Satisfaction; Family Health; Qualitative Analysis