ABSTRACT
OBJECTIVE: Health service care quality is directly linked to user embracement and satisfaction, these being essential to any change made in working practice in providing health services. This study was aimed at evaluating users' perception of a basic health unit (BHU), analysing their satisfaction and participation in social control. METHOD: This was an exploratory study; the data was collected by using a structured interview on BHU users in a medium-sized Brazilian city. RESULTS: Most users were pleased with the service being provided and highlighted its strengths such as resolution, humanisation and solidarity. The weaknesses revealed by the interviews were related to accumulated demand, poor physical area and non participation. CONCLUSIONS: A relationship involving respect and professionals really listening to their clients makes the difference in health provision; however, the complaints made must also be considered for effective embracement of the service being provided in the BHU. Investment must be made in BHU physical infrastructure allowing professionals to work better and making the BHU more comfortable for their users.
