Percepção dos usuários sobre a qualidade dos serviços na APS do estado da Paraíba: Estudo tranversal

Abstract

Primary Health Care (PHC) is characterized by a set of individual and collective actions, aimed at promoting, preventing and maintaining health, based on accessible technologies, which bring health services closer to the places of people's lives. Starfield (2002) qualified PHC through four essential attributes (first contact access, longitudinality, comprehensiveness and coordination of care) and three derivatives (family orientation, community orientation and cultural competence). These attributes, although closely related to each other, can be evaluated separately. Identifying the presence and extent of qualifying attributes is important to determine if a service is PHC-oriented, strengthening its capacity to provide comprehensive care, from a biopsychosocial point of view, to its enrolled community. Objective: to identify the opinion of users about the quality of Primary Care in the health macro-regions of the state of Paraíba, in the light of the attributes of the PHC, based on secondary data from the National Program for Improving Access and Quality of Primary Care (PMAQ - AB). Method: Cross-sectional study with data from 5347 users linked to 1363 health teams in the State's PHC. Questions were selected from the material used in the External Evaluation in the 3rd cycle of the PMAQ-AB (2018) referring to the demographic profile, socioeconomic status and instrument developed by the researchers with 42 variables. Health team categorized user responses: "Very good" (value 4), "Good" (value 3), "Regular" (value 2), "Poor" (value 1) and "Very bad" (value 0). The data obtained were tabulated using frequency and simple percentages, presented and analyzed as tables in Excel 2010. Results: The classification “Very good” was 10751 (52.5%) in First Contact Access, 9757 (55 .1%) in Longitudinality, 1315 (48.2%) in Care Coordination; with a lower proportion, 4146 (25.3%) in Integrality in the State of Paraíba. Conclusion: The study showed a positive overall rating with user satisfaction and the presence of attributes, in Macroregions and State. Among the main limitations are the low performance in the Integrality attribute and the worst evaluations attributed in Macroregion I.