FACTORS THAT INFLUENCE THE USER SATISFACTION OF PRIMARY HEALTH CARE LATIN AMERICAN: INTEGRATIVE REVIEW

Abstract

Abstract Introduction: Customer satisfaction is understood as the degree of congruence that exists between the expectations of the user of an ideal health care and the perception of the service received. Objective: To determine the factors that influence in the satisfaction of primary health care Latin American users, between 2000 and 2016. Method:Bibliographical review carried out on October and November 2016, of articles related to user satisfaction in primary health care, obtained through booleans, and limitations such as the publication period, Spanish language and completes texts, in which 12 of ones are selected. Results: The studies contemplated were reviewed according to the objectives, factors influencing in user satisfaction, results and suggestions for improvement the plan in the first level of health care. The analysis considers chiefly countries like Chile and Colombia, including also Mexico, Peru and El Salvador. Conclusions: Becomes essential to stimulate the development of new studies that it integrate the factors influencing user satisfaction, not as an evaluation method per se, but as an instrument to create the bases for improvements in care effectively and considering the needs of the population, with the aim of providing solutions both to the expectations and real needs of patients / users.