Client satisfaction from the perspective of responsiveness: strategy for analysis of universal systems?1 1 Paper extracted from master's thesis "Analysis of user satisfaction in a Family Health Unit from the perspective of responsiveness", presented to Escola de Enfermagem de Ribeirão Preto, Universidade de São Paulo, PAHO/WHO Collaborating Centre for Nursing Research Development, Ribeirão Preto, SP, Brazil. Supported by Conselho Nacional de Desenvolvimento Científico e Tecnológico (CNPq), Brazil, processes # 13.0216/2009-7 and 312389/2009-4.

Silvana Martins Mishima Ana Carolina Campos Silvia Matumoto Cinira Magali Fortuna About the authors


to analyze patient satisfaction in a Family Health Unit (FHU) of a municipality in the interior of São Paulo, Brazil, from the perspective of responsiveness.


this was a qualitative study with 41 patients of families who used the FHU at least once in the last six months. A semi-structured interview was used for data collection, performed from November of 2010 to January of 2011, focusing on the dimensions of responsiveness: dignity, autonomy, facilities and physical environment, immediate attention, choice, confidentiality, and communication. A thematic analysis was conducted.


four themes emerged from the analysis: the health unit environment; access and components of accessibility - favoring the responsiveness?; possibilities of developing a patient - health service staff relationship; and the FHU team - processing care and welcoming.


responsiveness allows for the tracking and monitoring of non-medical aspects of care of the patients; it contributes to achieving universal coverage, emphasizing the quality of care.

Health Care Quality, Access, and Evaluation; User satisfaction; Primary Health Care; Universal Access to Health Care Services

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