Satisfação dos usuários de planos de saúde da Caixa de Assistência à Saúde da Universidade - CASU/UFMG

Abstract

The health system in Brazil consists of the Unified Health System (SUS) and supplementary and private health systems. In both cases, it is important that a good quality service is provided to the users, with concern for their satisfaction, since the companies belonging to this sector have, in addition, an ethical commitment to serve the customers for whom they provide solutions in Health. Understanding the satisfaction of users of health plans and the factors that influence this satisfaction, is relevant for promoting a tool for the development of management strategies for the sector, aiming at the quality of health care. To that end, a quantitative research was developed in this paper in order to identify the degree of satisfaction of users of CASU health plans and the factors that influence this satisfaction. A survey was carried out, based on a questionnaire structured with Likert-like statements. The questionnaire was applied to 217 respondents between employees and professors of the Federal University of Minas Gerais (UFMG). From the analysis of the data processed in the SPSS software it was verified that the model explains 79.6% of the users satisfaction and the image, perceived value, medical, price, communication and convenience constructs have an influence on satisfaction.