Keywords: user satisfaction; health services quality

Aim:

The constant world’s evolution has implications in social, cultural and economic-financial spheres, which is why organizations must be prepared to remain competitive in the global market. A valid indicator in assessing the quality of services is user satisfaction.

Method:

Quantitative study using an anonymous, voluntary online questionnaire between June and October 2023, with closed questions and scale of values to measure responses and quantify user satisfaction with the structure, functioning, accessibility and quality of services. All users consented to the information provided being recorded.

Results:

335 responses were obtained. About satisfaction with the quality of clinical care received, 93% of respondents were satisfied. 78% of respondents were satisfied with the comfort of the facilities. The least positive results relate to accessibility - 71% of respondents said it was easy to contact the FHU by telephone, 91% were satisfied with the ease of getting to the FHU and 90% were satisfied with the unit schedule. Overall satisfaction with a score of at least 7 out of 10 reached 82%.

Conclusions:

This study provides an insight into satisfaction of FHU users in several sectors. In the future, it will be necessary to implement a methodology for characterizing and evaluating user satisfaction, standardized at a national level, enabling benchmarking between different health units.

TAKE HOME MESSAGE: The analysis of the results allows for the introduction of corrective measures aimed at improving areas of deficiency, with the aim of continuously improving the care provided.