Resumo

MARTINS, Luciana Fernandes Volpato; MENEGHIM, Marcelo de Castro; MARTINS, Luiz Cândido  e  PEREIRA, Antonio Carlos. Quality evaluation in health services based on perception of users and professional. RFO UPF [online]. 2014, vol.19, n.2, pp. 151-158. ISSN 1413-4012.

The SUS has assured the universalization of the right to health services efficient, making the search for quality a permanent challenge. In this challenge, the perception of users and professionals is important to assess the quality of health services, in primary care, secondary or tertiary. Objective: The objective was to verify evidence capable of sustaining the limitations of research on quality in the public health services, through a systematic discussion. Materials and method: It was performed a search in bibliographic databases Medline, Lilacs and Scielo, in the period from 1990 to 2013, using the keywords: quality in health services, user satisfaction, consumer satisfaction, job satisfaction and health workers. Results: The results showed that the primary attention has been object of analysis application in most studies, the Southeast region predominated as local search, the method of quantitative research was the most used and the perception of the users, the more measured. Conclusion: It was concluded that in primary care, the good professional relationship-user, adequate number of professionals and maintenance of the site were characteristics of quality common to users and professionals. The secondary care presented the item easy to schedule consultation common perception of users and professionals. The good professional relationship-user was the common perception of users and professionals in tertiary care.

Palavras-chave : Quality of Health Care.; Epidemiology.; Unified Health System..