Primary Healthcare

The main goal of this study is to monitor user satisfaction with the care provided in the Personalized Health Care Units (UCSP) and Family Health Units (USF) in mainland Portugal.

To measure FHU and PHCU user satisfaction it is assumed that there are determinants of satisfaction that are, in a way, grouped into socio-demographic and unit characteristics, besides the user's own experience. The sociodemographic data measured in this study include gender, age, family situation, professional situation and level of education. Unit characteristics encompass the social, economic, and demographic contexts of the unit, as well as its organizational model. Finally, experience is measured by the number of visits to the health unit in the previous 12 months.

Satisfaction will be measured through the dimensions called 'medical care', 'non-medical care', 'organization of care' and 'quality of facilities'. In medical care, both the interpersonal and technical components of family physicians are addressed, and in the dimension referring to non-medical care, nursing care and the attention given by clinical secretaries are addressed. Finally, in the organization of care, accessibility and services provided in general are analyzed.

To measure FHU and PHCU user satisfaction it is assumed that there are determinants of satisfaction that are, in a way, grouped into socio-demographic and unit characteristics, besides the user's own experience. The sociodemographic data measured in this study include gender, age, family situation, professional situation and level of education. Unit characteristics encompass the social, economic, and demographic contexts of the unit, as well as its organizational model. Finally, experience is measured by the number of visits to the health unit in the previous 12 months. Satisfaction will be measured through the dimensions 'medical care', 'non-medical care', 'organization of care' and 'quality of facilities'. In medical care, both the interpersonal and technical components of family physicians are addressed, and in the dimension referring to non-medical care, nursing care and the attention given by clinical secretaries are addressed. Finally, in the organization of care, accessibility and services provided in general are analyzed. Satisfaction is expected to have an impact on users' opinions and attitudes. Thus, this conceptual model predicts an evaluation of the overall organization of services, the eventual recommendation of the health unit to family and friends if they need care, the willingness not to change health unit, and the presentation of suggestions for improvement regarding the care provided by the unit.

The presentation of the study can be accessed here.

Final report: