Resumo

SERAPIONI, Mauro  e  SILVA, Marcelo Gurgel Carlos da. Evaluation of the quality of Family Healthcare program in municipalities of Ceará: a multidimensional approach. Ciênc. saúde coletiva [online]. 2011, vol.16, n.11, pp. 4315-4326. ISSN 1413-8123.  http://dx.doi.org/10.1590/S1413-81232011001200004.

We evaluated the quality of the Family Healthcare Program of Ceará (Brazil) by adopting a multidimensional model based on the theoretical assumptions of two important scholars, both well-known at an international level, namely Avedis Donadedian and John Øvretveit. We adopted the well-known approaches to the quality of healthcare of the first author: structure, process and outcome. Of the latter, we adopted the three dimensions of quality: quality perceived by patients, by professionals and by managers. The research was conductedten municipalities of the State of Ceará. Even though different nuances and emphases were used, the informants (physicians, nurses, coordinators of family healthcare teams, municipal secretaries of health and users) some aspects responsible for the improvement of the quality of Family Healthcare were identified. As a final result the study highlight a range of dimensions and quality indicators according to the perspective of the different actors involved in the study.

Palavras-chave : Evaluation of Healthcare Quality; Family Healthcare Program; Patient satisfaction; Brazil.