Pesquisa de satisfação de usuários e profissionais frente a resolutividade do Sistema Único de Saúde: revisão narrativa

Abstract

This study is the result of a literature review and has the purpose of systematize the literature citations regarding the concepts of resoluteness of the Sistema Único de Saúde (SUS). Assessment was performed in eleven manuscripts originating from the following databases: Literature Latin American and Caribbean Health Sciences (LILACS) and United States National Library of Medicine National Institutes of Health (PUBMED). The manuscripts were separated in two categories: the results achieved considering the health workers satisfaction and users, and the health workers features. The current study demonstrated that researches involving health workers utilized a qualitative and quantitative analysis, while a quantitative analysis is more frequent in surveys including users. The most utilized method of data collection was a questionnaire and the Likert score indicated to measure the satisfaction. Regarding the results, both health workers and users were, in general, satisfied. The majority of professionals who participated in the research were female and part of the nursing service. Considering the satisfaction rate found for users and health workers, observed findings reinforce the importance of repetitive assessment in health units, always adjusting its study population.