Consumers satisfaction with pharmaceutical services in community pharmacies in Benghazi-Libya

Background: The pharmacist, as a front-line provider, is always in contact with patients who come to the pharmacy for various reasons. This study aimed to determine patients’ satisfaction with pharmaceutical services provided by community pharmacists. Methods: An anonymous, pre-piloted questionnaire-based study was conducted in Benghazi, Libya. Data were analyzed using SPSS, and results were expressed as frequency and percentage of respondents. Results: A total of 281 completed questionnaires were received back. The majority (196, 69%) of respondents were female. The respondents were of different age groups, but most of them were between 17 and 24 (65.1%) years old. Over 50% of the participants were students (159, 56.6%). The majority of participants find the pharmacist helpful (96%), and 77% of the participants have categorized the pharmacist as a salesman. Most of the participants ask the pharmacist about how to use a medical device, the dose of medication, the frequency of use, the duration of treatment, and the side effects of the medication. Patients (113, 4.2%) do not ask the pharmacist because the physician provided information. Conclusions: The results of the present study showed a moderate level of patient satisfaction with the help provided by the community pharmacist. However, the pharmacist needs to fully practice his or her role to the advantage of the patients, and the latter needs to be aware of what to expect and demand from the community pharmacist.

Servicios farmacéuticos y aplicación de la informatización para la satisfacción de los consumidores / Pharmaceutical Services and Computerization Use for Consumer Satisfaction

Introducción: Los servicios farmacéuticos a nivel mundial juegan un papel determinante en la estabilidad del cuadro básico de salud. El uso de las tecnologías de la información y las comunicaciones en este sector de la salud y en muchos otros han conducido el avance en lo que a satisfacción a los consumidores se refiere. La atención farmacéutica en Cuba y la incorporación de estas tecnologías para mejorar la satisfacción del público es un reto para el gobierno cubano. Objetivo: Determinar el estado de los servicios farmacéuticos y la aplicación de la informatización para la satisfacción de los consumidores. Método: Se empleó la metodología propuesta por investigadores de la Universidad de Keele, que consta de tres etapas: planeación de la revisión, desarrollo de la revisión y presentación de reportes de la revisión. Se obtuvo una selección de 1283 artículos. A partir de los criterios de exclusión se analizó la calidad de un total de 438 estudios y, finalmente, fueron seleccionados 24 artículos. La utilización de las tecnologías de la información y las comunicaciones en la industria farmacéutica facilita intercambio de grandes cantidades de información. Conclusiones: Se identificaron investigaciones acerca de los servicios farmacéuticos en los últimos 5 años y existe una proyección a favor del uso de las tecnologías de la información y las comunicaciones en los servicios farmacéuticos. Dentro de los desafíos que enfrenta el sector farmacéutico, se encuentran aspectos de carácter normativo, logístico, económico y de capacitación de los recursos humanos(AU)

Introduction: Pharmaceutical services worldwide play a determining role in the stability of the basic health situation. The use of information and communications technologies in this health sector and many others have led to progress in terms of consumer satisfaction. Pharmaceutical care in Cuba and the incorporation of these technologies to improve public satisfaction is a challenge for the Cuban government. Objective: To determine the state of pharmaceutical services and the computerization use for consumer satisfaction. Methods: The methodology proposed by researchers at Keele University was used; it consists of three stages: review planning, review development and review reporting. A selection of 1283 articles was retrieved. Based on the exclusion criteria, the quality of a total of 438 studies was analyzed and, finally, 24 articles were selected. The use of information and communications technologies in the pharmaceutical industry facilitates the exchange of large amounts of information. Conclusions: Research on pharmaceutical services was identified in the last 5 years and there is a projection in favor of the use of information and communications technologies in pharmaceutical services. Among the challenges faced by the pharmaceutical sector are regulatory, logistical, economic and human resource training aspects(AU)

Investigation and Analysis of the Implementation Status and Effect of Electronic Prescription and Remote Pharma- ceutical Care in Social Pharmacy from the Perspective of Consumers / 中国药房

OBJECTIVE：To evaluate the current situation and implementation effect of the pilot project of electronic prescription and remote pharmaceutical care in social pharmacy from the perspective of consumers ，and to provide reference for improving and optimizating the electronic prescription and remote pharmaceutical care in social pharmacy. METHODS ：Totally 264 consumers in 6 counties and 36 drugstores of Chengdu were randomly selected for the questionnaire survey. Descriptive statistics were conducted by using SPSS 23.0 software. Compare the distribution and differences of various. The influential factors in consumer satisfaction based on χ2 test and ordinal multiple Logistic regression analysis. Consumers were randomly selected for semi-structured interviews. Text analysis was conducted by Nvivo 12.0 software to refine the problem of this service . RESULTS ：A total of 271 questionnaires were distributed to consumers in various districts of Chengdu ，and 264 valid questionnaires were collected，with an effective recovery rate of 97.4％. Among 264 respondents，178（67.9％）knew about electronic prescription and remote pharmaceutical care ；197（74.6％）received electronic prescription and remote pharmaceutical care service in pharmacies ； 202（76.5％）said they needed this service ，and 63（23.9％）expressed that they would like to pay for it. Of the 197 respondents who had received the service ，163（82.2％）were satisfied or very satisfied with the service ，and only one （0.5％）was dissatisfied with the service. Waiting time ，satisfaction of drug demand ，staff attitude ，service platform configuration ，the qualifications of tele-practice pharmacists and service quality were the main influential factors of satisfaction ；while the service also suffered from difficulties in electronic prescription circulation ，inadequate service monitoring measures ，insufficient certification of physicians and pharmacists，cultural lag ，and irregular service processes. CONCLUSIONS ：Electronic prescription and remote pharmaceutical care service in social pharmacy is inadequate in terms of technical level ，institutional design and social acceptance. It is recommended that relevant departments implement incentive policies ，optimize technology ；follow up supporting policies in time ，strengthen supervision；and increase social publicity and supervision ，so as to promote the continuous improvement and long-term development of electronic prescription and remote pharmaceutical care in social pharmacy.

A survey of consumer' opinion about consumption and health benefits of fermented plant beverages in Thailand

Fermented beverages are widely used all over the country. Fermented plant beverages (FPB) are prevalent in Thailand and FPBs are believed to cure and prevent many health oriented problems. The people of Thailand produce many varieties of FPBs in small scale or large scale and consume them in their daily lives. This study is a survey conducted among the representative consumers of FPBs in Thailand to know the consumer's opinion on FPBs, effects and benefits of FPBs, and real status of consumer satisfaction in Thailand. This study revealed that the rationale for the consumption of respective FPBs was to treat their health issues and for the betterment of their health. Most of the consumers of FPBs benefited in case of improving their physical and mental health. The current survey revealed the opinion of the FPBs consumers in Thailand. This study concluded that FPBs are health promoting drink that is affordable in the daily life of Thai people. The FPBs prepared in Thailand did not report any massive adverse effects in Thailand. Till now the preparation and consumption of FPBs are followed in Thailand and not influenced by adverse effects; FPBs are considered safe for human consumption.

A percepção dos usuários de um Centro de Atendimento vinculado ao SUS: enfoque fonoaudiológico baseado na promoção da saúde / SUS users’ perception: a speech-language pathology approach based on health promotion

RESUMO Objetivo Investigar a percepção que os usuários de um Centro de Atendimento, vinculado ao Sistema Único de Saúde (SUS), têm a respeito do próprio Centro e dos serviços fonoaudiológicos prestados. Métodos Pesquisa de campo, transversal, composta por entrevista contendo 26 questões abertas e 14 questões fechadas, realizada com 111 sujeitos que foram atendidos no mês de agosto de 2013. A análise quantitativa foi realizada a partir da aplicação do GraphPad Prisma 5.1, SPSS 15.0, das testagens D’agostino e Person e dos testes não paramétricos comparativos F e Quiquadrado. A abordagem qualitativa foi pautada na análise de conteúdo. Resultados Quanto ao Centro de Atendimento, a percepção da maioria dos participantes foi positiva com relação à estrutura física e à equipe de secretárias/atendentes. Quanto à avaliação específica dos serviços fonoaudiológicos, as respostas foram positivadas para a fila de espera, para a conduta e explicações fornecidas pelo profissional fonoaudiólogo durante os atendimentos, principalmente no setor de Audiologia. A maior parte das justificativas dos entrevistados sobre a qualificação dos serviços foi respondida de maneira sucinta e sem encadeamento argumentativo. Conclusão O Centro de Atendimento obteve alto índice de aprovação na percepção dos usuários. O setor de audiologia foi melhor qualificado do que os trabalhos clínicos voltados às terapias de motricidade oral e linguagem.

ABSTRACT Purpose This study aimed to analyze the perceptions of users of the Brazilian Unified Health System (SUS) about the treatment Center where they were assisted, as well as about the speech-language pathology services rendered by this Center. Methods This is a transversal study composed of an interview with 26 open questions and 14 closed questions applied to 111 individuals who were assisted at the SUS Center in August 2013. The quantitative content analysis was conducted through the use of the GraphPadPrisma 5.1, Statistic Package for Social Sciences (SPSS) 15.0 software and the application of the D’agostino & Person, F-test and chi-squared test. Results Most participants reported a positive perception about the facilities and staff of the treatment center. They were also positive about the waiting time and the speech-language pathologists’ explanations and conduct, especially in the audiology department. Most responses from participants were short and did not present an argumentative context. Conclusion The treatment center received a high approval rating by most users. The audiology department had better grades than the clinical services related to language and oral motor pathologies.

Conocimiento y satisfacción de los trabajadores de la campaña antivectorial contra el Aedes aegypti / Knowledge and satisfaction of the antivectorial campaign workers against Aedes aegypti

Se realizó una investigación cualitativa, de tipo evaluativo, en el Departamento de Control de Vectores del Policlínico Docente "Carlos Juan Finlay" de Santiago de Cuba, en el período enero-mayo del 2013, con el propósito de evaluar la calidad del trabajo de los operarios A, B y los jefes de brigada, a partir de sus conocimientos para un eficiente desempeño en la lucha contra el Aedes aegypti, y sobre la base de criterios, indicadores y estándares elaborados a los efectos. Se obtuvo que los trabajadores no poseían los conocimientos necesarios ni estaban satisfechos con las condiciones y desempeño laborales, pues los criterios establecidos resultaron inadecuados en la totalidad de ellos; en cuanto a la satisfacción de los moradores, solo 8 criterios fueron adecuados. De esta manera, pudo concluirse que los operarios y jefes de brigada no dominaban las actividades diarias de la campaña antivectorial.

A qualitative evaluative investigation was carried out in the Vectors Control Department of "Carlos Juan Finlay" Teaching Polyclinic in Santiago de Cuba, during January-May, 2013, with the purpose of evaluating the work quality of A, B operator and brigade chiefs, starting from their knowledge for an efficient performance in the control of Aedes aegypti, and on the base of criteria, indicators and standards elaborated for the purpose. It was concluded that workers didn't possess the necessary knowledge and were not satisfied with the conditions and working performance, because the established criteria were inadequate in all of them; as for the satisfaction of the residents, just 8 criteria were adequate. This way, it could be concluded that the operators and brigade chiefs didn't master the daily activities of the antivectorial campaign.

Organizational Capacity and Performance of Local Public Health in Korea / 農村醫學 地域保健

OBJECTIVES: The purpose of this study was to investigate the differences of capacity of local health organization to regional characteristics and the influence of organizational capacity on organizational performance. METHODS: The study used the secondary data for 160 local public health organizations from 5th Community Health Plans and 2009 Community Health Survey. The collected data were analyzed using one-way ANOVA and multiple regression analysis. RESULTS: Work force and budget showed differences in regional size and elderly population rate. And consumer satisfaction and health care utilization showed differenced in work force and budget. The regression model with total number of employee, number of registered nurses, number of doctors and budget against consumer satisfaction was statistically significant (F=14.70, p=<.001), and number of registered nurses was identified as a factor influencing consumer satisfaction. This model also explained 20.5% of service satisfaction. The regression model for consumer satisfaction was statistically significant (F=45.98, p=<.001), and total number of employee nurses was identified as a factor influencing health care utilization. This model also explained 53.1% of utilization. CONCLUSIONS: The findings of this study imply that organizational capacity as work force and budget should be increased to improve the organizational performance as consumer satisfaction and health care utilization.

Regional Comparison of Home Visiting Care Service Satisfaction among Elder Beneficiaries of the Long Term Care Insurance

PURPOSE: This study aims at comparing levels of service satisfaction with and needs for visiting nurse(VN) services among their beneficiaries in order to make a plan for extending VN services. METHODS: The number of the subjects of this study is 270 in total. They were selected in random sampling in which 30 VN service recipients were randomly selected from each of 7 regions based on their grades and region types. RESULTS: The highest total score for satisfaction with the VN services was 46.30, which the rural residents gave to their received VN services, then the metropolitan residents gave 44.57, and the small and middle size cities' residents 43.64. On the other hand, the highest total score for needs for VN services was 33.03, which the small and middle size cities' residents gave to their received VN services, then the rural residents gave 31.68, and the metropolitan residents 30.88. CONCLUSION: As the small and middle size cities' residents showed low satisfaction with and high needs for local VN services, policies need to be made to promote service providers' expertise and accessibility.

Satisfaction of companions with the experience of supporting the parturient at a university hospital / Satisfacción de acompañantes con la experiencia de apoyar a la parturiente en un hospital universitario / Satisfação dos acompanhantes com a experiência de apoiar a parturiente em um hospital universitário

A cross-sectional study that aimed to assess the satisfaction of companions with the experience of supporting the parturient, and to identify the related factors. Data were collected at a university hospital in Southern Brazil, by means of semi-structured interviews with 314 caregivers, between October of 2009 and January of 2010. The satisfaction scores were determined by the Cronbach's alpha coefficient. The Kruskal-Wallis and the Mann-Whitney tests estimated the related factors. The mean satisfaction of the companions was high in three domains: 1) How the woman and the newborn were cared for (92,6; SD=11.5), 2) Welcoming in each place (89,9; SD=12.9), and 3) Explanation about what was happening (88,9; SD=14.1). The educational level was statistically related to the satisfaction in domain 3, not being present in the delivery room was statistically related to domain 1, and not receiving instructions from the physician regarding his role was statistically related to domain 2. The companions manifested high satisfaction with the experience of providing support to the women.

Estudio transversal dirigido a evaluar la satisfacción de acompañantes con la experiencia de apoyar a la parturiente e identificar factores asociados. Los datos fueron obtenidos en un hospital universitario del Sur de Brasil, mediante entrevistas semi estructuradas con 341 acompañantes, entre Octubre 2009 y Enero 2010. Fueron construidos indicadores de satisfacción utilizando el coeficiente alpha de Cronbach. Los tests Kruskal-Wallis y Mann-Whitney estimaron factores asociados. El promedio de satisfacción de los acompañantes fue alto en los 3 dominios: 1) Cuidados a la mujer y al recién nacido (92,6; ds=11.5), 2)Recepción en cada lugar (89,9; ds=12.9) y 3) Explicaciones sobre lo que estaba sucediendo (88,9; ds=14.1). La escolaridad estuvo estadísticamente asociada a la satisfacción en dominio 3, así como no estar presente en la sala de parto con dominio 1 y no recibir instrucciones del médico con dominio 2. Los acompañantes demuestran una alta satisfacción con la experiencia de apoyar a la mujer.

Estudo transversal que objetivou avaliar a satisfação dos acompanhantes com a experiência de apoiar a parturiente e identificar fatores associados. Os dados foram coletados em um hospital universitário do Sul do Brasil, através de entrevistas semiestrututradas com 314 acompanhantes, entre outubro de 2009 e janeiro de 2010. Foram construídos escores de satisfação com o coeficiente alpha de Cronbach. Os testes Kruskal-Wallis e Mann-Whitney estimaram fatores associados. A média de satisfação dos acompanhantes foi elevada nos três domínios: 1) Como cuidaram da mulher e do recém-nascido (92,6;dp=11.5); 2) Recepção em cada local (89,9;dp=12.9); e 3) Explicações sobre o que estava acontecendo (88,9;dp=14.1). A escolaridade esteve estatisticamente associada à satisfação no domínio 3, bem como não estar presente na sala de parto com o domínio 1 e não receber orientação do médico sobre seu papel com o domínio 2.Os acompanhantes demonstram elevada satisfação com a experiência de prover apoio à mulher.

Waiting times for surgical and diagnostic procedures in public hospitals in Mexico / Tiempos de espera para procedimientos quirúrgicos y diagnósticos en hospitales públicos de México

Objective. A retrospective evaluation of waiting times for elective procedures was conducted in a sample of Mexican public hospitals from the following institutions: the Mexican Institute for Social Security (IMSS), the Institute for Social Security and Social Services for Civil Servants (ISSSTE) and the Ministry of Health (MoH). Our aim was to describe current waiting times and identify opportunities to redistribute service demand among public institutions. Materials and methods. We examined current waiting times and productivity for seven elective surgical and four diagnostic imaging procedures, selected on the basis of their relative frequency and comparability with other national health systems. Results. Mean waiting time for the seven surgical procedures in the three institutions was 14 weeks. IMSS and ISSSTE hospitals showed better performance (12 and 13 weeks) than the MoH hospitals (15 weeks). Mean waiting time for the four diagnostic procedures was 11 weeks. IMSS hospitals (10 weeks) showed better average waiting times than ISSSTE (12 weeks) and MoH hospitals (11 weeks). Conclusion. Substantial variations were revealed, not only among institutions but also within the same institution. These variations need to be addressed in order to improve patient satisfaction.

Objetivo. Se llevó a cabo una evaluación retrospectiva de los tiempos de espera para procedimientos electivos en una muestra de hospitales públicos en México de las siguientes instituciones: Instituto Mexicano del Seguro Social (IMSS), Instituto de Seguridad y Servicios Sociales de los Trabajadores del Estado (ISSSTE) y Secretaría de Salud (SS). El propósito era describir la situación actual en materia de tiempos de espera e identificar oportunidades de redistribución de la demanda de servicios entre instituciones públicas. Material y métodos. Se analizaron los tiempos de espera y la productividad para siete procedimientos quirúrgicos y cuatro procedimientos diagnósticos seleccionados sobre la base de su frecuencia relativa y comparabilidad con otros sistemas de salud nacionales. Resultados. El tiempo de espera promedio para los siete procedimientos quirúrgicos en las tres instituciones fue de 14 semanas. Los hospitales del IMSS y el ISSSTE mostraron un mejor desempeño (12 y 13 semanas) frente a los hospitales de la SS (15 semanas). El tiempo de espera promedio para los cuatro procedimientos diagnósticos fue de 11 semanas. Los hospitales del IMSS mostraron un tiempo de espera promedio mejor (10 semanas) que los hospitales del ISSSTE (12 semanas) y la SS (11 semanas). Conclusión. Se identificaron variaciones importantes no sólo entre instituciones sino también al interior de cada una de ellas. Estas variaciones deben atenderse para así mejorar la satisfacción de los usuarios de los servicios.

Os cuidados de enfermagem e a satisfação dos consumidores no puerpério / The nursing care and consumer satisfaction during postpartum / Cuidados de enfermería y satisfacción de los consumidores en el puerperio

O presente estudo, de natureza transversal e analítica, teve como objetivo investigar a satisfação das puérperas, em internação, com os cuidados especializados prestados pelos enfermeiros num serviço de obstetrícia de uma unidade de saúde de Portugal. A amostra incidiu sobre 120 puérperas selecionadas de acordo com os critérios de inclusão: internação, ter como motivo o parto e esse período não ser inferior a três dias. A coleta de dados decorreu de fevereiro a abril de 2013. Os dados revelaram que as mulheres se encontravam muito satisfeitas quanto aos cuidados recebidos em geral (50%) e satisfeitas quanto aos cuidados acerca da técnica do banho (99%), da amamentação (94%) e do autocuidado (89%). A evidência dos resultados permite fundamentar a necessidade de maior eficácia dos profissionais nos cuidados prestados, para que as puérperas se tornem mais autônomas e satisfeitas nos seus cuidados.

The present analytical cross-sectional study had the aim to investigate the satisfaction of hospitalized post-partum women with the specialized care provided by nurses at the obstetrics service of a health unit in Portugal. The sample comprised 120 post-partum women who were selected as per the following inclusion criteria: being hospitalized due to the delivery and for a period not shorter than three days. Data were collected between February and April 2013. The collected data revealed that the women were very satisfied as for the care received in general (50%) and satisfied with the care received toward bathing techniques (99%), breastfeeding (94%) and self-care (89%). The evidence of the results allows to support the need for more efficacy from professionals in the care provided so that post-partum women become more autonomous and satisfied with their care

Estudio de naturaleza transversal, analítica, objetivando investigar la satisfacción de las puérperas bajo internación con cuidados especializados prestados por los enfermeros en un servicio de obstetricia de una unidad de salud de Portugal. La muestra incluyó a 120 puérperas seleccionadas conforme criterios de inclusión: internadas en razón del parto por un período no menor a tres días. Datos recolectados entre febrero y abril de 2013. Los datos revelaron que las mujeres se encontraban muy satisfechas respecto de los cuidados recibidos en general (50%) y satisfecha s en relación a la técnica del baño (99%), de la lactancia (94%) y del autocuidado (89%). La evidencia de los resultados permite fundamentar la necesidad de mayor eficacia por parte de los profesionales en los cuidados prestados, para que las puérperas consigan mayor autonomía y satisfacción en sus cuidados

Comparative Analyses between Receiver in the Canal Hearing Aids and Closed Fit Hearing Aids: Preliminary Study / 대한이비인후과학회지

BACKGROUND AND OBJECTIVES: The aim of this study was to compare the degree of satisfaction of the patients, hearing loss type and severity, and satisfactory and unsatisfactory factors between closed fit hearing aid (HA) and receiver in the canal (RIC) HA. SUBJECTS AND METHOD: Seventeen patients with hearing loss participated in this study. All patients had used closed fit HAs prior to the study, with the ratio of those using in the canal (ITC) types and completely in the canal (CIC) types being 4:13. After a 2-week trial period of using RIC HAs, patients were evaluated for their satisfaction of using RIC HAs by filling out the questionnaire on the Korean version International Outcome Inventory for hearing aids (K-IOI-HA). RESULTS: The visual analogue scale (VAS) score of closed fit HA was higher in the RIC-HAdissatisfied group (5, n=9). The K-IOI-HA score of closed fit HA was higher than that of RIC HA in the RIC-HA-dissatisfied group and similar in the RIC-HA-satisfied group. Audiologically, air conduction and bone conduction thresholds at 500 Hz were lower in the RIC-HA-satisfied group than in the RIC-HA-dissatisfied group. In addition, the VAS score of RIC HA was negatively correlated with air and bone conduction thresholds and the K-IOI-HA score of RIC HA was positively correlated with speech discrimination score, whereas the VAS and K-IOI-HA scores of closed fit HA were not. CONCLUSION: Among the patients with closed fit HA, some patients indicated RIC HA to be suitable and showed intention to change. The HA should be prescribed firstly based on audiologic criteria, which could increase the subjective satisfaction and prevent poor compliance due to incongruity.

Satisfação dos usuários atendidos nas clínicas integradas do departamento de odontologia da ufrn / Satisfaction of customers served in integrated medical Department of Dentistry UFRN

Introdução: A satisfação do usuário com os serviços de saúde oferecidos é condição fundamental para que se possa avaliar a qualidade do mesmo. Sendo o paciente o principal ator desse cenário, sua ótica sobre a qualidade do serviço ofertado vem, ao longo dos anos, se tornando uma preocupação principal das instituições ofertantes de serviços de saúde, sejam essas públicas ou privadas. A partir de análises sobre a satisfação e/ou insatisfação dos receptores do serviço oferecido, estes podem ser aprimorados e melhorados, caso necessário. Objetivo: Essa pesquisa avaliou o nível de satisfação dos usuários atendidos nas clínicas integradas do Departamento de Odontologia da UFRN (DOD), considerando que a opinião do usuário é importante para o conhecimento e aprendizagem dos discentes do DOD, tornando possível o vínculo entre o ensino teórico e prático. Metodologia: A coleta de dados foi realizada através de um questionário semiestruturado, no período de agosto a setembro de 2014, utilizando um roteiro composto por 12 questões que abordam aspectos vinculados ao atendimento clínico e organização dos serviços prestados pela instituição. Resultados: Os resultados obtidos demonstraram um nível de satisfação dos usuários correspondente a 92,96% do total da amostra. Os principais itens analisados foram referentes ao ambiente odontológico e ao serviço prestado por alunos e professores do Departamento. Conclusão: Os pacientes estão satisfeitos com o ambiente físico, acreditam na competência dos alunos e professores e indicariam o serviço para outras pessoas (AU).

Introduction: User satisfaction with the health-care services is critical to be able to assess the quality of the same condition. And the patient was the main actor in this scenario, your perspective on the quality of service offered has, over the years, becoming a major concern of the offering services institutions linked to the health- disease process, whether they are public or private. From analyzes on satisfaction and / or dissatisfaction receptors service offered, health services can be enhanced and improved if necessary. Objective: Based on this assumption, this research aimed to assess the level of satisfaction of the trainees in integrated clinics of the Department of Dentistry UFRN (DOD), since they are contributing to the knowledge and learning of students DOD, making possible the link between education theoretical and practical. Methodology: Data collection was performed by using a semistructured interview, the period from August to September 2014, using a questionnaire consisting of 12 questions that address issues related to clinical care and organization of the services provided by the institution. Results: The results showed a level of satisfaction of users corresponding to 92.95 % of the total sample. The main items analyzed were related to the dental environment and the service provided by students and faculty of the Department. Conclusion: Therefore, patients are satisfied with the physical environment, believe in the competence of students and teachers and indicate the service to others (AU).

Satisfaction of the elderly population attended in the family health strategy in Santa Cruz, Rio Grande do Norte, Brazil / Satisfacción de la población de edad avanzada asistida en la estrategia de salud familiar de Santa Cruz, Rio Grande do Norte, Brazil / Satisfação da população idosa atendida na estratégia de saúde da família de Santa Cruz, Rio Grande do Norte

This study aimed to identify the satisfaction of the elderly population in relation to the health care received in the Family Health Strategy, in Santa Cruz, in the State of Rio Grande do Norte, Brazil. It is a descriptive quantitative study, with a sample of 101 older adults registered in the municipality's family health system. The data were collected between May and September 2011, using a structured questionnaire, and were analyzed using descriptive statistics. It was observed that 67.3% of the interviewees were satisfied with the assistance received, and 72.3% were satisfied with the advice received. In relation to scheduling, waiting times and time spent in the consultations, many were dissatisfied (62.4%, 54.5% and 70.3% dissatisfaction, respectively). We conclude that, in spite of the majority of older adults being satisfied with this care, it is necessary to improve the attendance, particularly in the flow of requests for consultations in the units studied.

Este estudio tuvo como objetivo identificar la satisfacción de las personas mayores acerca de la atención sanitaria recibida en la Estrategia Salud de la Familia de Santa Cruz-RN, Brasil. Estudio descriptivo, cuantitativo, cuya muestra correspondió a 101 adultos mayores inscritos en el Estrategia Salud de la Familia Cruz Santa-RN. Los datos fueron recogidos entre mayo y septiembre de 2011, a través de entrevistas estructuradas y analizados a partir de la estadística descriptiva. Se observó que el 67,3% de los encuestados estaban satisfechos con la atención recibida, y el 72,3% estaba satisfecho con la orientación recibida. En cuanto a la programación, tiempo de espera y el tiempo invertido en las consultas, muchos no estaban satisfechos (62,4%, 54,5% y 70,3% de insatisfacción, respectivamente). Llegamos a la conclusión que, si bien la mayoría de las personas mayores están satisfechos con la ayuda, existe la necesidad de mejora de la atención, sobre todo en la corriente de la demanda de consultas en las unidades.

Este estudo teve como objetivo identificar a satisfação da população idosa acerca da assistência de saúde recebida na Estratégia de Saúde da Família, em Santa Cruz-RN. Estudo descritivo, de natureza quantitativa, cuja amostra correspondeu a 101 idosos cadastrados na saúde da família do município. Os dados foram coletados entre maio e setembro de 2011, por meio de entrevista estruturada, e analisados através da estatística descritiva. Observou-se que 67,3% dos entrevistados estavam satisfeitos com a assistência recebida, e 72,3% estavam satisfeitos com as orientações recebidas. Quanto ao agendamento, tempo de espera e tempo dedicado às consultas, muitos estavam insatisfeitos (62,4%, 54,5% e 70,3% de insatisfação, respectivamente). Concluímos que, apesar da maioria dos idosos estar satisfeita com essa assistência, há necessidade de melhoria de atendimento, especialmente no fluxo das demandas de consultas nas unidades estudadas.

Cross-cultural adaptation of the primary health care satisfaction questionnaire / Adaptação transcultural do questionário de satisfação com os cuidados primários de saúde

Objective To develop the cross-cultural validation and assessment of the psychometric properties of the Questionnaire about the quality and satisfaction dimensions of patients with primary health care. Methods Methodological cultural adaptation and assessment study of the psychometric properties, involving 398 users from a primary care service. The construct validity was verified through principal components factor analysis and internal consistency assessment as determined by Cronbach’s alpha, using SPSS. Results A factorial structure was identified that is equivalent to the original instrument, showing six factors that explain 70.81% of the total variance. All internal consistency coefficients were higher than 0.84, indicating appropriate psychometric properties. Conclusion The results show that the Brazilian Portuguese version of the instrument is culturally and linguistically appropriate to assess the satisfaction of users attended in primary care services. .

Objetivo Realizar a validação transcultural e avaliação das propriedades psicométricas do Questionário sobre as dimensões de qualidade e satisfação de pacientes com cuidados primários de saúde. Métodos Estudo metodológico de adaptação cultural e avaliação das propriedades psicométricas com participação de 398 usuários de uma unidade de atenção primária. A validade de construto foi verificada através da análise fatorial em componentes principais e avaliação da consistência interna determinada pelo alfa de Cronbach com uso do SPSS. Resultados Identificou-se estrutura fatorial equivalente ao instrumento original emergindo seis fatores que explicam 70,81% da variância total. Todos os valores de consistência interna foram superiores a 0,84 denotando propriedades psicométricas adequadas. Conclusão Os resultados evidenciam uma adequação cultural e linguística do instrumento na versão em português do Brasil, mostrando-se adequado para avaliar a satisfação dos usuários atendidos em unidades primárias de saúde. .

Level of User Satisfaction with Hearing Aids and Environment: The International Outcome Inventory for Hearing Aids

Introduction: The main function of hearing is to enable oral communication. Hearing loss impairs communication skills. Objective: To evaluate the level of user satisfaction with hearing aids. Methods This is a cross-sectional group study comprising 108 subjects (56% men and 44% women). The average age of the subjects was 77 years. These subjects had been recently fitted with their hearing aids and showed sensorineural (90%) and mixed (10%) hearing loss as determined via the Questionnaire International Outcome Inventory for Hearing Aids Outcome Inventory (IOI-HA), which determined the benefit and satisfaction obtained by sound amplification. Results: The hearing aids improved the quality of life of 52.78% of the patients, which was revealed by their high scores (mean= 27.3). The relationship of the user with the environment was significantly better (p < 0.001) than that of the user with the hearing aid. Conclusion: IOI-HA is a simple and easy-to-use tool. Based on the results of this study, we can show a high degree of satisfaction with their hearing aids in the majority of the participants, which improved the quality of life...

Satisfação dos usuários do implante coclear com perda auditiva pós-lingual / Satisfaction of cochlear implant users with post-lingual hearing loss

Objetivo avaliar a satisfação dos usuários de Implante Coclear com perda auditiva pós-lingual. Métodos estudo seccional com 51 implantados, pacientes de um centro de referência em saúde auditiva na cidade do Natal-RN. Foram utilizados dois questionários de satisfação adaptados para usuários de implante coclear. Resultados houve um alto índice de satisfação entre os pesquisados, detectado pelo InternationalOutcomeInventory –CochlearImplant(100,0%) e pelo SatisfactionwithAmplification in Daily Life (98,0%).A insatisfação foi observada em relação à imagem pessoal (13,7%),serviços e custos (27,5%), e na presençado ruído competitivo(9,8%). Conclusão o implante coclear é uma intervenção com alto índice de satisfação entre os usuários pesquisados. .

Purpose evaluate the satisfaction of cochlear implant users with post lingual hearing loss. Methods cross-sectional study with 51 patients, recruited from a reference center for auditory health in Natal, Brazil, who received cochlear implants. Adapted questionnaires were used to evaluate users´ satisfaction. Results a high satisfaction score within the studied population was obtained with the InternationalOutcomeInventory –CochlearImplant(100, 0%) and the SatisfactionwithAmplification in Daily Life(98,0%).Dissatisfaction could be related to personal image (13,7%), costs and services (27,5%), and to the presence competitive noise (9,8%). Conclusion cochlear implant is an intervention with a high satisfaction index amongst investigated users. .

Avaliação do entendimento e da atitude do consumidor diante das informações veiculadas na rotulagem de produtos alimentícios na Grande Vitória, Espírito Santo / Evaluation of consumer understanding and attitude before the information provided on the labeling of food products in Vitória, Espírito Santo state, Brazil

Objetivo: O presente estudo objetivou avaliar o entendimento de consumidores sobre as informa��es contidas em r�tulos de produtos aliment�cios comercializados em supermercados dos munic�pios da Grande Vit�ria, Esp�rito Santo. M�todos: Durante 180 dias no ano de 2011, 601 consumidores foram questionados, atrav�s de um formul�rio estruturado, sobre sua compreens�o em rela��o � rotulagem nutricional. Resultados: Os resultados mostraram que, dos entrevistados, 60,2% liam os r�tulos de alimentos, sendo que, destes, 72% possu�am Ensino Superior. Os aposentados (75%) foram os que tiveram maior conhecimento sobre as informa��es nutricionais. A internet apresentou-se como um significativo meio de busca para informa��es sobre o assunto e ter computador no domic�lio exerceu influ�ncia nas compras. Quando questionados sobre o objetivo de consulta dos r�tulos, 89% buscavam o prazo de validade, seguidos de 55,9% que pesquisavam a quantidade de nutrientes. Observou-se que a popula��o estudada apresentava pouco conhecimento sobre alimentos irradiados e transg�nicos. Apenas 21,1% dos consumidores confiavam completamente nas informa��es dos r�tulos. Conclus�es: Com este estudo, p�de-se concluir que os consumidores preocupam-se com as informa��es contidas nos r�tulos de alimentos, sendo aqueles com grau de escolaridade mais elevado, acesso aos meios de comunica��o e mais tempo livre durante o dia os que conferem maior import�ncia a esses dados.

Objective: The present study aimed to evaluate the understanding of consumers about the information contained on the labels of food products marketed in supermarkets of the metropolitan area of Vitoria, Esp�rito Santo state, Brazil. Methods: The study was carried out along 180 days in 2011, when 601 consumers were questioned with the use of a structured form on their understanding regarding nutrition labeling. Results: The results showed that 60.2% of the respondents read food labels, and that 72.0% of these presented higher educational level. The retirees (75.0%) showed the highest knowledge about nutritional information. The use of the internet was a significant means of searching for information on the subject and having a computer at home influenced the purchases. When questioned about the purpose of consultation with labels, 89% sought the expiration date, followed by 55.9% for quantity of nutrients. It was possible to observe that the study population showed little knowledge about irradiated and genetically modified foods. Only 21.1% of consumers trusted completely in the label information. Conclusions: We conclude that consumers are concerned about the information contained on food labels and that those with higher educational level, access to the media, and more free time during the day give the greatest importance to this information.

Avaliação da estratégia de saúde da família pela perspectiva dos usuários / Evaluation of the family health strategy from the user's perspective

A Estratégia de Saúde da Família vem se consolidando como a estratégia prioritária para a reorganização do modelo o de atenção no país. Muitas iniciativas com foco na avaliação da ESF vêm sendo desenvolvidas no Brasil, mas estudos sobre a avaliação dos serviços e cuidados prestados na perspectiva do usuário são ainda escassos. Atualmente o grau de satisfação dos usuários é considerado um componente importante da qualidade assistencial. Este trabalho tem como objetivo testar um instrumento de avaliação da APS pelo usuário, adaptando-o à realidade da ESF em um bairro do Rio de Janeiro. O instrumento europeu de avaliação da qualidade em APS - o European Task Force on Patient Evaluation of General Practice Care (EUROPEP) - serviu como base para este estudo. O trabalho consistiu-se em três fases: revisão, adaptação do questionário; pré-testes com aplicação do instrumento aos usuários da Estratégia de Saúde da Família em um Centro de Saúde Escola do município do Rio de Janeiro.O instrumento revisado contou com 53 perguntas, distribuidas s segundo sete dimensões relacionadas a avaliação da satisfação dos usuários, quais sejam: Acesso; Relação e comunicação; Cuidados médicos; Informação e apoio; Continuidade e cooperação; Organização dos serviços; Condições da unidade de saúde. O melhor indicador chave foi o de relação e comunicação, seguido do de informação e apoio, sendo a pior avaliação, a do indicador organização do serviço. O presente trabalho foi capaz de demonstrar a importância de se avaliar a satisfação do cuidado sob a perspectiva do usuário, e a aplicabilidade prática do instrumentos de avaliação desenvolvido. Dessa maneira, outras metodologias podem ser futuramente avaliadas, no intuito de encontrar maneiras viáveis e fidedignas de avaliação, para que se possa disponibilizar de forma contínua essa importante ferramenta de melhoria de resultados.

The Family Health Strategy (FHS) is being consolidated as a high-priority strategy for reorganization of the national health care model. Many initiatives with a focus on the evaluation of the FHS are being developed in Brazil, but studies of the evaluation of the services and care given, from the user?s perspective, remain scarce. Currently, the user satisfaction level is considered an important component of quality care. This study aims to test an instrument for user assessment of Primary Health Care (PHC), adapting it to the reality of the FHS in a district in Rio de Janeiro. The European Quality Assessment in PHC - the European Task Force on Patient Evaluation of General Practice Care (EUROPEP), served as the basis for this study. The work consisted of three phases: review, adaptation of the questionnaire, and pre-testing the instrument with application to the users in a health center in the city of Rio de Janeiro. The revised instrument consisted of 53 questions, distributed according to seven dimensions, relating to the assessment of user satisfaction regarding the following: access, relationship and communication, medical care, information and support, continuity and cooperation, organization of services, and condition of the health unit. The best key indicators were relationship and communication, followed by information and support, while organization of services had the poorest evaluation. The present work was able to demonstrate the importance of evaluating satisfaction with care, from the user perspective, and the practical applicability of the evaluation tool developed. Thus, other methods can be further assessed in order to find viable and reliable means of evaluation so that we can continue to develop this important tool for improving results.

Idosos na unidade de saúde da família: morbidade e utilização de serviços de saúde / The elderly in family health units: morbidity and use of health care services / Ancianos en unidad de salud familiar: morbilidad y utilización de servicios de salud

Estudo transversal com o objetivo de identificar o perfil de morbidade e de utilização dos serviços de saúde dos idosos atendidos em Programa de Saúde da Família Antonio Estevão de Carvalho, de São Paulo, Brasil. Utilizaram-se as informações de 92 idosos do banco de dados do projeto “Saúde da Família – avaliação da nova estratégia assistencial no cenário das políticas públicas”. Análise descritiva dos dados mostrou idosos com idade média de 70,6 anos; 64,1% do sexo feminino; 93,5% referiram algum problema de saúde, principalmente hipertensão arterial (67,4%) e diabetes mellitus (19,6%); 77,3% procuraram assistência à saúde; hospital público (42,4%) foi o serviço mais procurado. Os motivos da escolha dos serviços foram facilidade no acesso (18,5%) e necessidade de atendimento (7,6%). O principal motivo para a satisfação foi o atendimento interpessoal e para a insatisfação, a falta de medicamentos e a longa espera no agendamento das consultas.

This cross-sectional study aimed to identify the profile of morbidity and use of health services by the elderly in the FamilyHealth Program Antonio Estevão de Carvalho, from São Paulo, Brazil. The information of 92 seniors from the database of theproject “Family Health – assessment of the new assistance strategy in the setting of public policies” were used. A descriptivedata analysis showed the elderly with an average age of 70.6 years old; 64.1%, females; 93.5% reported any kind of healthproblems, especially hypertension (67.4%) and diabetes mellitus (19.6%), 77.3% looked for health care; public hospitals(42.4%) were the most sought after services. The reasons for the choice of services were ease of access (18.5%) and need ofcare (7.6%). The main reason of satisfaction was the interpersonal care and of dissatisfaction the lack of medicines and the long wait to set appointments.

Estudio transversal con objetivo de analizar el perfil de morbilidad y utilización de servicios de salud por ancianos enPrograma de Salud Familiar Antônio Estevão de Carvalho, São Paulo, Brasil. Fueron utilizadas informaciones de 92 ancianosdel datos del proyecto “Salud de la Familia – evaluación de la nueva estrategia de atención en el escenario de las políticaspúblicas”. El análisis descriptivo señaló ancianos con edad media de 70,6 años; 64,1% del sexo femenino; 93,5% mencionaronal menos un problema de salud, especialmente hipertensión arterial (67,4%) y diabetes mellitus (19,6 %); 77,3% buscaronatención de la salud; hospital gubernamental (42,4%) fue el servicio más buscado. Las razones para escoja de los serviciosfueron facilidad en acceso (18,5%) y necesidad de atención (7,6%). El principal motivo para satisfacción con los serviciosfue la atención interpersonal, y para insatisfacción fue falta de medicamentos y larga espera en agentamiento de consultas.