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Rev Bras Epidemiol. 2013 Mar;16(1):114-24.

[Factors that influence outpatient service user satisfaction in a low-income population: a population-based study].

[Article in Portuguese]

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Escola de Gestão em Saúde do Hospital Moinhos de Vento, Porto Alegre, RS, Brazil.



To measure the prevalence of overall satisfaction with the previous medical consultation and their associated factors, among adults aged 20 years or more, in a city located in southern Brazil.


A cross-sectional population-based study was performed in Porto Alegre, RS, Brazil, from July to December 2009. Systematic sampling was used with a probability proportional to the size of each of the 121 census tracts in the area studied. Overall satisfaction with the previous consultation was evaluated with a standardized questionnaire. Crude analysis was performed using the chi-square test, while the adjusted analysis used Poisson regression with robust variance. Results were expressed as prevalence ratios.


Among the 3,700 eligible individuals, 3,391 answered the survey. Of those, 64.8% (1677) reported having had their previous medical consultation in the three months prior to the interview. Regarding the overall satisfaction with the previous consultation, 63.7% reported being satisfied and 23.2% were very satisfied. Adjusted analysis showed that those who went to private/health plan-affiliated services were 1.15 times more likely to be satisfied than those going to public services. Easy consultation booking and being well treated by receptionist and physician were directly related with a higher level of satisfaction. The length of time waiting was inversely associated with satisfaction both in the crude and adjusted analyses.


The present study revealed a high prevalence of satisfaction with medical consultations and a significant positive association between satisfaction and the location of consultation (health plan-affiliated or private services).

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