| Summary: | This study had the purpose to evaluate the quality of the health service provided at a Family Health Unit (FHU), with emphasis on user satisfaction, based on soft technologies. Furthermore, this study also aimed to analyze the aspects of health care that generated user satisfaction or dissatisfaction regarding attachment, accountability, providing solutions, expectations, relationship, comfort, and access, and to identify recommendations for local interventions. The authors made a general characterization of the population seen at the studied service, and then selected the subjects. The study used a qualitative approach. Data were collected in semi-structured interviews, and ordered using the Collective Subject Discourse (CSD) method. The analysis reveals the importance that service users assign to the soft technologies, but also shows the need to reduce the waiting time for medical consultations and referrals, and to obtain access to medication and dental care at the same location. These factors generated great dissatisfaction among users.
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