A percepção dos usuários sobre a qualidade dos serviços prestados pela UBS - Dr. Azuil Arruda de Assis- Pombal-PB.

Abstract

With the advent of changes became necessary for public companies to modify and adapt its processes and structures in order to better meet the needs of their servers through services with quality, efficiency, satisfaction and commitment. For this feat, it is essential to establish a process aimed at correcting deficiencies. In this way, quality programs shall be introduced in government offices policies so that the assistance provided to the population from happening clearly and efficiently thus meeting the expectations of users. This study aims to assess the quality level of services provided by the Family Basic Health Unit Dr. Azuil Arruda de Assis of the Municipality of Pombal - PB, from the perception of users. To reach the goal presented, the maid research was exploratory, descriptive, bibliographic, field and quantitative, are using the inductive method, consisting of a questionnaire of 19 questions, applied with users of services offered by UBS. By collecting data identified the level of quality in the public health service of that UBS and for the analysis of the results were used graphics. Thus, it was found that in most dimensions of research results were satisfactory even concluding that there is user satisfaction regarding the services provided by UBS, there were some aspects that the results were negative and in need of improvement. Concluding that the service provided by UBS serves as a public policy tool, and is an important identification, where patients or users are to analyze the needs required by the population in search of improvements to the basic unit in the city.