TY - JOUR
T1 - Contextual and individual factors associated with dissatisfaction with the Brazilian Unified National Health System, 2011-2012
AU - Passero, Lúcia Gimenes
AU - Giordani, Jessye Melgarejo do Amaral
AU - Hugo, Fernando Neves
AU - Torman, Vanessa Bielefeldt Leotti
AU - Camey, Suzi Alves
AU - Hilgert, Juliana Balbinot
N1 - Publisher Copyright:
© 2016, Fundacao Oswaldo Cruz. All rights reserved.
PY - 2016/10
Y1 - 2016/10
N2 - User satisfaction is known to be related to quality of healthcare. The aim of this study was to evaluate the influence of contextual and individual factors associated with user dissatisfaction with the Brazilian Unified National Health System (SUS). This was a cross-sectional multilevel study. Data were collected via telephone by the ombudsman’s office of the SUS. Telephone numbers were randomly selected from a telephone company database. Health services, socioeconomic, and individual demographic variables were evaluated, in addition to information on the municipalities. The outcome variable was dissatisfaction with the SUS. Hierarchical multilevel logistic regression was used, and 18,673 individuals were contacted. Prevalence of dissatisfaction was 63.4% (95%CI: 62.7-64.1). Unmet demand (OR = 3.66), waiting time > 4 hours (OR = 2.82), and number of Primary Healthcare Units (OR = 0.89) were associated statistically with dissatisfaction. Characteristics of the health teams’ work process showed a strong association with dissatisfaction.
AB - User satisfaction is known to be related to quality of healthcare. The aim of this study was to evaluate the influence of contextual and individual factors associated with user dissatisfaction with the Brazilian Unified National Health System (SUS). This was a cross-sectional multilevel study. Data were collected via telephone by the ombudsman’s office of the SUS. Telephone numbers were randomly selected from a telephone company database. Health services, socioeconomic, and individual demographic variables were evaluated, in addition to information on the municipalities. The outcome variable was dissatisfaction with the SUS. Hierarchical multilevel logistic regression was used, and 18,673 individuals were contacted. Prevalence of dissatisfaction was 63.4% (95%CI: 62.7-64.1). Unmet demand (OR = 3.66), waiting time > 4 hours (OR = 2.82), and number of Primary Healthcare Units (OR = 0.89) were associated statistically with dissatisfaction. Characteristics of the health teams’ work process showed a strong association with dissatisfaction.
KW - Consumer behavior
KW - Health services
KW - Multilevel analysis
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U2 - 10.1590/0102-311X00065015
DO - 10.1590/0102-311X00065015
M3 - Article
C2 - 27783752
AN - SCOPUS:84992047336
SN - 0102-311X
VL - 32
JO - Cadernos de saude publica
JF - Cadernos de saude publica
IS - 10
M1 - e00065015
ER -