HIV BEARERS ' SATISFACTION OF AMBULATORY ASSISTANCE: A USERS AVALIATION

Abstract

In Brazil, since a long time ago, the healthcare assistance has gone in a forward crisis, and about quality level, there are too many things to be improved. In this context, emerges the quality in healthcare services, since the user, although little informed, can't help evaluating the provided assistance when the focuses is the healthcare service. This study aimed to evaluate the HIV bearers' satisfaction during ambulatory care, about the assistance that was provided to them. This is an evaluation research with quantitative approach. The sample was composed by 58 individuals with HIV, volunteers, registered in the ambulatory of a public reference hospital for infectious diseases, in the city of Natal-RN/Brazil. As the main results, it was observed that the service, as a whole, was evaluated by its users, as well, showing great acceptance about the kind of service offered. Access and embracement were deemed as favorable. Regarding the availability of anti-retroviral drugs, 90% found it easy to get the medicines. Regarding the availability of laboratory tests, users pointed how easy the realization is (85%). According to the users, it seems to don't have problems in scheduling the consultations, once 70% pointed it as easy to do. We conclude that the most criticized aspects in service were the long waiting time to receive the tests results, the lack of physical comfort of the facilities, and the difficulty in getting healthcare assistance in other referenced services. The percentage of dissatisfaction may, in future, constitute tracking indicators, as the acceptable parameters have been not yet defined by the researched service.