Satisfação dos usuários na utilização de serviços públicos e privados de saúde em itinerários terapêuticos no sul do Brasil

Abstract

This study dealt with people's satisfaction with the itinerary taken when they use the public and private health systems in three state capitals in southern Brazil, in situations of health-disease-care. Taking a qualitative approach, 131 users of health insurance plans who received care for acute myocardial infarction, alcoholism, breast cancer and childbirth were interviewed. The itineraries consisted of great numbers of routes and arrangements among healthcare subsystems, particularly in the fields of mental health and oncology. The category "satisfaction" showed favorable evaluations in relation to acute myocardial infarction, breast cancer and childbirth because there was fast access to the appropriate technical resources. There was dissatisfaction relating to difficulties in information availability, installations, costs, coverage and authorizations for procedures. The study showed the importance of taking into consideration the plurality of the care systems and the subjectiveness of value judgments regarding the implementation of healthcare policies and programs.