Qualidade em serviços públicos de saúde: a percepção dos usuários sobre as ubss de Caucaia

Abstract

The objective of this study was to analyze users' perceptions regarding the quality of services provided at the Basic Health Units (UBSs) in the municipality of Caucaia, with the aim of identifying areas that require improvement to enhance public healthcare services. The research adopted a quantitative approach, configured as a survey-type study with a descriptive nature, using a structured questionnaire with closed-ended responses, applied to a sample of 100 people. Data collection was carried out using an instrument adapted from the SERVQUAL scale, applied to the users of the UBSs in Caucaia. The results revealed that the service levels perceived by users were lower than their expectations in several satisfaction indicators, especially in aspects related to the infrastructure of the UBSs and the quality of care. The analysis allowed for the identification of dimensions that represent competitive advantages and those that require intervention to improve services. It is concluded that the SERVQUAL tool was effective in assessing user satisfaction, allowing the identification of critical areas and the strengths of the services offered. It is recommended that the UBS management invest in continuous training programs for healthcare professionals and adopt more efficient management practices, in addition to conducting periodic evaluations to ensure that the quality of services is aligned with the expectations of the community and the standards established by public administration