Evaluation of user satisfaction and service responsiveness in municipalities enrolled in the Mais Médicos (More...

The Mais Médicos (More Doctors) Program (PMM) addresses shortages of doctors, one of whose objectives is to reduce regional inequalities in access to health care. This descriptive cross-sectional study evaluated service responsiveness and user satisfaction with PMM doctors among 263 users of the public health system in 32 municipalities with 20% or more of extreme poverty. Questionnaires of open and closed questions were used. Users were satisfied with patient-doctor relationships, information about diseases and treatment and the clarity and comprehensibility of medical indications. The doctors' technical and humanised conduct helped ensure satisfaction among users, who stressed the importance of the programme's continuance. As regards responsiveness, most users were pleased with the non-medical aspects of care: prompt scheduling of appointments, waiting times of less than one hour and privacy. Users suggested improving infrastructure and making more medicines and more doctors available, which should be considered by SUS managers to help ensure access to the right to health guaranteed in Brazil's constitution.