THE USER EXPERIENCE IN PRIMARY BRAZILIAN HEALTH CARE: A SCOPE REVIEW

Abstract

Introduction: Primary Health Care (PHC) is recognized as the preferred entry point to the health system, and it's fundamental for health promotion and disease prevention. Its attributes include first-contact access, longitudinality, comprehensiveness, and care coordination. Objective: This article aims to contribute to the understanding of user experience in primary health care in Brazil.Methodology: For this study, research mechanisms were used through databases such as PubMed and CINAHL, focusing on studies published from 2018 to 2023. Results: The results of this scoping review include studies that evaluated patient experience and satisfaction with services provided in PHC, published between 2018 and 2023. All included studies were cross-sectional and conducted exclusively in Brazil. A total of 10 studies were included in this review. Discussion: Based on the results of the analyzed studies, user satisfaction in PHC is a complex topic, influenced by multiple interrelated factors. Evaluating this satisfaction is crucial for the planning and continuous improvement of health services. Final Considerations: Therefore, despite user satisfaction with the program, there are many inefficiencies in problem resolution.