MATOS, E. A.; MATOS, Edileuza Alves de.
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.
