Abstract

ESPERIDIAO, Monique  and  TRAD, Leny Alves Bomfim. User satisfaction assessment. Ciênc. saúde coletiva [online]. 2005, vol.10, suppl., pp. 303-312. ISSN 1413-8123.  http://dx.doi.org/10.1590/S1413-81232005000500031.

This study is a literature review with qualitative syntesis of the proeminent studies that analyses methodological issues of the user satisfaction with the health services. It was analyzed 54 articles present mostly in the databases Medline and Web of Science from 1970 to 2005. It is discussed the methodological approaches, techniques and instruments and the operacionalization of the concept satisfaction. Also, it is discussed different kinds of biases and ways of controlling them. It is observed that a large range of approaches can be identified, and there's little consensus among researchers. The most common approach is of quantitative nature, as questionnaires and scales. The qualitative approaches are valorized as the ones that can deal with the subjective nature of satisfaction. It is highly criticized the lack of standardization for the instruments, witch compromises the results. It is reflected the pertinence of the development of a proper approach to user satisfaction assessment in Brazil.

Keywords : Patient satisfaction; Health service; Methods; Instruments.