Primary Health Care Quality

Abstract

This study aims to analyze the dimensions of the Service Quality Scale (SERVQUAL) and its relationship with the essential attributes of Primary Care. This is a qualitative research with elderly people living in eight cities in ‘Serra Gaúcha’ region, in Southern Brazil, with Family Health Teams and Primary Care Teams. Semi-structured interviews were conducted and the responses of each dimension were analyzed, relating them to the essential attributes of Primary Health Care. First contact accessible evidenced in the dimensions reliability, responsiveness, assurance, empathy and tangible. Continuity emerged in reliability, responsiveness, assurance and empathy. Comprehensiveness appeared in the dimensions reliability, responsiveness, assurance and empathy. Finally, coordination was reflected in reliability, responsiveness, assurance and empathy. The SERVQUAL scale proved to be a useful instrument for the evaluation of Primary Care.