Health Services Performance Evaluation: Analysis of Users of a Primary Care Unit Based on the Kano Model

Abstract

The outbreak of cases of children born with Zika virus-related microcephaly in northeastern Brazil since the end of 2015 has caused a growing search for prenatal services, and several Federal Management actions have been implemented that have guided better care for pregnant women and children with microcephaly throughout the country. In this context, this research evaluated the health services of Primary Care from the perspective of users attended prenatal care in a Basic Health Unit (UBS) in a capital city of the Northeast. It is a descriptive, exploratory study with field and bibliographic research developed with 35 pregnant women through a questionnaire based on the KANO model. As a result, the attributes considered satisfactory were: reception, infrastructure, health professionals (with the highest indexes) and other services (pharmacy and vaccination), as well as prenatal guidelines in general. Those considered dissatisfied with the highest indexes were: scheduling of the requested tests and waiting time (administrative organization), Community Health Agent and dental care (professional categories). Therefore, the attributes with the highest indexes were those directly related to health professionals (one-dimensional), highlighting the relevance of this type of care to achieve satisfactory levels of quality in health services, mainly due to the condition of the patients