Las plataformas streaming han tenido un rápido crecimiento a nivel global. Los consumidores ahora tienen a su disposición diversos servicios de streaming donde pueden ver lo que ellos quieren, en cualquier momento y lugar a un precio cómodo. A pesar de que Netflix, Amazon Prime y otras plataformas streamings de video brindan el mismo servicio, estas plataformas difieren en el content richness, las diferentes tarifas y la facilidad de uso. De tal manera, que las empresas tienen la responsabilidad de proporcionar la mejor calidad de servicio para una mayor satisfacción del usuario. Este estudio discutirá los factores de calidad de servicio en relación al grado de satisfacción del usuario en las plataformas streaming. / Streaming platforms have grown fast in the global market. Consumers now have at their disposal various streaming services where they can watch what they want, anytime, anywhere and at a comfortable price. Even though Netflix, Amazon Prime, and other video streaming platforms provide the same service, these platforms differ in content, different prices, and ease of usability. In such a way, companies have the responsibility to provide the best quality of service for greater user satisfaction. This study will discuss the quality of service factors in relation to the level of user satisfaction on the transmission platforms. / Trabajo de investigación

Traditional retail with personal service is becoming scarce. The personal interaction is replaced with self service alternatives, and the consumer is now seen as a co-service producer. What is the general attitude towards the service provided within these automated experiences? Is the automated experience of service comparable to the traditional service that is expected from the customer, or is the industry moving too fast, risking the exclusion of certain consumer groups in the quest for automation? This study conducted semi-structured interviews with a broad range of consumers and used thematic analysis in an effort to discover consumers' unique motivations in regards to self service alternatives in physical stores. The result showed that most consumers are satisfied as long as the service works as intended. But when problems arise, many of the respondents point out the lack of standardization, human support, long waiting times, and control within the user interface. Findings in this study contribute to the industry by identifying traits within the technology viewed by the consumer as enablers or disablers.

This thesis explores the integration of gamification into the Software Development Process (SDP) at Saab, a defense and aerospace company. The thesis aims to address some of the complexities of the SDP standard used in the industry, DO-178C. The research primarily focuses on how gamification principles can enhance the usability of software development processes in aerospace. The method includes a pre-study, an inception phase, and two sprints, where a gamified tool is designed, implemented, and revised based on feedback from developers at Saab. The results of interviews after these sprints, along with insights from the inception phase, are discussed to evaluate the effectiveness and impact of the gamified tool.  The findings indicate that gamification can make the SDP more approachable and engaging for developers, with elements like real-time progress tracking, quizzes, and certificates being well-received. However, the effectiveness of these gamification elements varies among individuals, underscoring the importance of tailoring these elements to user preferences and the specific context of aerospace software development. This research contributes to the understanding of gamification's role in improving SDP usability in the aerospace industry, highlighting the need for careful customization of gamification to individuals and the context. Although the study provides valuable insights, it also acknowledges limitations, including the hypothetical nature of the gamified tool used and the reliance on user feedback, suggesting future research should involve more practical implementations and a focus on long-term impacts on productivity and user satisfaction.

Purpose – The aim of this study is to investigate the factors affecting the net benefits and change in user behaviour in a technology push scenario in Smart Cities. Design/methodology/approach –The research was conducted using a quantitative approach. Hence, quantitative data was obtained by devising and distributing a questionnaire adapted from the literature to serve the purpose of this research. Data was analysed by using SmartPLS software, since this tool allowed for the creation of a Structural Equation Modelling (SEM). Contributions –The research is expected to help foster an understanding of the factors affecting citizens’ satisfaction with technology-supporting smart cities. The focus of this research was on the scenario where technology was introduced by the government to support the development of smart cities, and where citizens ‘do not have a choice’ and are ‘pushed’ to use them. The research contributes a model for assessing the role of satisfaction in enhancing the net benefits of smart city technologies on the lives of citizens, as well as the change in individuals’ behaviour towards smart city technologies when they are ‘pushed’ for use. The findings provided insights to enable policy makers to implement smart cities in developing countries while ensuring the satisfaction of the users. Originality/value – The originality of this research is centred around determining how satisfied citizens are with smart cities and the net benefit of smart cities within a developing country (Kuwait) context. The research is also unique in that it examines the role of citizens’ satisfaction in changing their behaviour towards ‘push’ technology within smart cities. Theoretical Contributions – This study examined the factors that led to acceptance of smart cities in Kuwait. Hence, this study used the theories related to user acceptance of technology and added to its trust in provider. Previous studies have examined trust as a broad concept. Moreover, this study incorporated the push theory and also examined the change in user behavior, which was not examined in earlier studies.

No description available.

Neste estudo foi verificada a satisfação dos usuários com os serviços de atenção básica de saúde, pertencentes ao Distrito de Saúde Sul, da cidade de Campinas, São Paulo, no ano de 2011. Trata-se de um inquérito domiciliar, com abordagem quantitativa, realizado através de um questionário semi-estruturado. As avaliações da satisfação deram-se através do prisma da humanização dos serviços, da integralidade do sistema, da participação do controle social, da resolutividade dos serviços, das atividades de promoção da saúde e da atenção à saúde bucal. Verificou-se uma alta utilização dos serviços pelos usuários, com absoluto predomínio do sexo feminino, com média de idade de 48,7 anos. Constatou-se que a busca pelos serviços de saúde deveu-se a procura por consultas médicas e a medicamentos. Os usuários em sua maioria estão satisfeitos com o atendimento recebido. Os resultados encontrados demonstram o alto nível de humanização dos serviços de saúde, ratificados pelos índices de aprovação do tempo de espera pelas consultas e exames, pela condição das estruturas física das unidades, pela aprovação do atendimento da recepção, pelo horário de funcionamento das unidades, pelo acolhimento destinado aos usuários e pelos meios de informação destinados aos usuários. Verificou-se um alto índice de encaminhamentos para outros níveis de atenção, denotando-se baixa resolutividade dos serviços. Porém, o estudo encontrou uma rede de serviços estruturada e integrada entre si e com os demais níveis do sistema. Os resultados mostram que as ações de promoção de saúde foram muito bem avaliadas pela população, através das práticas integrativas e complementares de saúde, das atividades de grupo e de vivências nas unidades e das atividades de educação em saúde. Porém, estas ações ainda estão voltadas para uma pequena parcela da população. Os resultados da pesquisa mostrou um controle social desarticulado e inoperante, sendo incapaz de executar o seu papel fiscalizador e propositor de políticas públicas de saúde. Como decorrência desta pesquisa, verificou-se que a saúde bucal foi muito bem avaliada pela população. Porém, o estudo mostrou dificuldade no acesso às consultas e que este estava se dando através das urgências odontológicas, indicando a grande necessidade de saúde bucal acumulada. O estudo mostrou que a saúde bucal é pouco referida pelos outros profissionais de saúde. É fundamental que se incorpore no cotidiano das equipes de saúde, mecanismos de avaliação permanente, a fim de identificar os fatores facilitadores e dificultadores para o bom relacionamento entre usuário e serviço, visando à melhoria da assistência e consequentemente a satisfação do usuário. / In this research, an evaluation of satisfaction of users with services of primary health care, belonging to the South Health District, in the city of Campinas, São Paulo, was carried out in the year 2011. This is a household inquiry with quantitative approach performed through a semi-structured questionnaire. The evaluation of satisfaction levels were developed through an angle of humanization of services, health system comprehensiveness, participation in decision making instances of the public health system, solvability potential of the services for health needs, activities of health promotion and oral health care. There was a high frequency in health services by users with absolute predominance of females and mean age of 48.7 years. It was found that the main reason for searching health services was the demand for medical consultations and medicines. The majority of users are satisfied with the health care received. The results demonstrate a high level of humanization of health services, ratified by the approval ratings of waiting time for appointments and examinations, the physical condition of the structures of the units, the approval of the reception attendants approach, by the hours of operation of the units, the humanitarian approach given to users and by means of information for them. There was a high rate of referrals to other levels of care, showing up poor solvability of the service. However, this research found structured and a good level of integration between primary care units and with upper care levels of the system. The results show that health promotion activities were very well evaluated by the population through integrative and complementary health practices, group activities and activities of health education. However, these actions are focused on a small portion of the population. The results of the research showed a disjointed and ineffective level of participation of the community in local health councils, being unable to perform its oversight role and proponent of public health policies. As a result of this research, it was found that oral health care was well evaluated by population. However, the study showed difficulty in access to dental consultations and that oral care was most provided through emergencies, indicating an accumulated great need for oral health. The study showed that oral health is rarely reported by other health professionals. Thus, oral health must be incorporated into the daily health teams and into ongoing assessment mechanisms in order to identify the facilities and difficulties to the good relationship between user and health care service, aiming a significant improvement of health care quality and consequently user satisfaction.

A Saúde da Família, estratégia adotada pelo Ministério da Saúde para reestruturação da atenção à saúde, vem sendo implementada em todo país desde 1994, buscando a mudança do modelo assistencial vigente, porém tem sido identificada a necessidade premente de ações voltadas ao monitoramento e avaliação dessa estratégia. Um dos métodos de avaliação cabíveis nessa situação é a avaliação da satisfação do usuário que é o beneficiado direto da ação de saúde. Assim, este estudo de caráter exploratório-descritivo de abordagem quantitativa tem como objetivo identificar e analisar a utilização de serviços de saúde do Distrito de Saúde Oeste no município de Ribeirão Preto-SP, especificamente: Unidades de Saúde da Família (USF) e o Setor de Pronto-Atendimento da Unidade Básica e Distrital de Saúde (UBDS) de referência distrital, com vistas à duplicação e ao uso simultâneo dos serviços de atenção básica na Estratégia Saúde da Família, como expressão da insatisfação dos usuários. A coleta de dados foi realizada em duas etapas, sendo a primeira de caráter mais extensivo tendo como fonte secundária as Fichas de Atendimento Médico (FAM) do Setor de Pronto-Atendimento da UDS para o mês de julho de 2010. A partir da análise dessas fichas segundo a distribuição territorial de residência dos usuários atendidos e a identificação de sua Unidade Básica de Saúde de referência, os dados da segunda etapa foram coletados. A segunda etapa constou da consulta, nas USF de referência, dos prontuários dos usuários que foram atendidos no Setor de Pronto Atendimento (PA) durante o mês de julho de 2010, identificando se o usuário havia recebido e o tipo do atendimento recebido (se médico ou de enfermagem) em sua USF de referência, o dia e horários deste, visando identificar a duplicação (utilização de mais de uma segunda vez do mesmo serviço para o mesmo problema de saúde) e o uso simultâneo da USF e da UBDS. A partir destes procedimentos se procedeu a análise do padrão de utilização dos serviços de saúde caracterizando a insatisfação do usuário quanto à atenção prestada. Para a análise dos dados coletados utilizou-se o programa SPSS, com o cálculo da frequência simples das variáveis selecionadas. Em um panorama geral observou-se um total de 13.226 atendimentos no mês de julho de 2010 no Setor de PA da UBDS de referência, sendo que 2.197 corresponderam aos atendimentos gerados por usuários oriundos das USF selecionadas para o estudo, sendo 75% desse total referentes a atendimentos médicos e apenas 25% de enfermagem. Dos 2.197 atendimentos demandados por 1.476 usuários, 51,7% foram realizados por mulheres, a faixa etária que apresentou maior percentual entre os usuários foi a de 20 a 30 anos, representando 17,8% do total de usuários, seguida por 15,2% de usuários com idade acima de 60 anos. Em relação ao horário de busca de atendimento em sua grande maioria 59,1% ocorreram no período de funcionamento das USF. Quando isolamos as USF observamos que a USF1 foi o serviço que demandou maior número de atendimentos (25,6%) ao setor de PA da UBDS de referência. Quanto ao uso simultâneo eles representaram 2,5% do total de atendimentos, realizados por 3,5% dos usuários, já para duplicação esse percentual sobre para 6,5% do total de atendimentos, realizados por 3,0% dos usuários. Estudos como este trazem outra perspectiva para avaliar a satisfação do usuário, traduzida na forma de como este pode utilizar o serviço sem precisar verbalizar a sua insatisfação ou satisfação com os serviços de saúde. / Family Health, the strategy the Brazilian Ministry of Health adopted to restructure health care, has been put in practice all over the country since 1994, aiming to change the current care model. The urgent need has been identified, however, to take action with a view to monitoring and assessing this strategy. One of the assessment methods proper in this situation is the assessment of user satisfaction, as users directly benefit from health actions. Thus, this exploratory and descriptive study with a quantitative approach aims to identify and analyze health service use in the Western Health District of Ribeirão Preto-SP, specifically: Family Health Units (USF) and the Emergency Sector of the Basic District Health Unit (UBDS), the referral unit in the district, with a view to the duplication and simultaneous use of primary care services in the Family Health Strategy, as an expression of users\" dissatisfaction. Data were collected in two phases. The first was longer and used Medical Care Forms (FAM) from the UDS Emergency Sector for July 2010 as a secondary source. Based on the analysis of these forms according to the territorial distribution of the attended users\" residence and the identification of their Primary Care Unit for referral, data were collected for the second phase. The second phase involved the consultation, at the referral USF, of the user files attended at the Emergency Sector in July 2010, identifying whether the user had received care and what type (medical or nursing) at his/her referral USF, the day and times, with a view to identifying duplication (use of the same service for the same health problem for more than two times) and the simultaneous use of USF and UBDS. Based on these procedures, the health service usage pattern was analyzed for data analysis, calculating simple frequencies for the selected variables. In a general picture, in total, 13,226 cases were attended in July 2010 at the Emergency Sector of the referral UBDS, 2,197 of which were users from the USF selected for the study, 75% of which referred to medical care and only 25% nursing care. Out of 1,476 users attended in 2,197 sessions, 51.7% involved women. The most frequent age range among the users was between 20 and 30 years, representing 17.8% of all years, followed by 15.2% of users older than 60 years. Regarding attendance time, the large majority, 59.1% occurred during USF opening hours. When isolating the USF, USF1 was the service that demanded the largest number of attendances (25.6%) from the Emergency Sector of the referral UBDS. As for simultaneous use, this represented 2.5% of all sessions, involving 3.5% of users, against 6.5% of all sessions for duplication, involving 3.0% of users. This kind of studies present another perspective for user satisfaction assessment, translated in the way users can use the service without the need to express their dissatisfaction or satisfaction with health services.

在這個資訊大爆炸的時代，想要讓人們認識你就需要推廣你自己或你的商品。櫥窗展示便是一種常見的推廣方式。而在這樣大量的推廣需求及網路發達時代，櫥窗網站也應運而生。在這篇文研究中，櫥窗網站指的是以推廣自己為目標的網站。時代的潮流下，每種應用都愈來愈注重它的體驗。而使用者體驗應用在網站領域上，越來越多研究與將其與使用者介面的美感做連結。 基於以上，此篇研究將範圍縮小，希望以臺北故宮的櫥窗網站iPalace Channel為例子，目標是探討櫥窗網站視覺介面設計特色（美感與故事性）的使用者體驗及使用者滿意度。透過三種不同的iPalace Channel視覺介面設計，分為高、中、低程度的故事性與美感，比較三者不同的使用者體驗與使用者滿意度。最後在以問卷的方式做調查，而問卷統計結果是在櫥窗網站這個範疇下，高度美感與故事性的視覺介面相較於中度及低度的美感與故事性會得到最好的使用者體驗（美感、教育及娛樂的體驗）與滿意度。 / In the age of information explosion, promotion is one way to let people know you. And window displays is a way to promotion. Under the huge demand of promotion and Internet generalization, promotion website gradually emerge as the times require. Promotion website is just like window display. Hereby, the promotion website is a kind of website aimed to promote something. As the trend of our times, experience is more and more important in every application. And apply in the website domain, many researches connect user experience and aesthetic user interface. Base on previous mention, this study narrow down the scope, taking iPalace Channel, a promotion website of National Palace Museum (NPM), for example. This study aims to explore different aesthetic and storytelling levels of visual interfaces affect user experiences and user satisfaction on promotion website. Through questionnaire survey and compare three different visual interface designs to get the result. The result of this study find that for promotion website, High aesthetic and storytelling truly get best user experiences and user satisfaction.

Submitted by Ana Lúcia Torres (bfmhuap@gmail.com) on 2017-11-07T11:32:27Z No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação Jessica Souza Alves.pdf: 3069547 bytes, checksum: f07192db7616b82eb04fdda18abdb4ab (MD5) / Approved for entry into archive by Ana Lúcia Torres (bfmhuap@gmail.com) on 2017-11-07T11:32:37Z (GMT) No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação Jessica Souza Alves.pdf: 3069547 bytes, checksum: f07192db7616b82eb04fdda18abdb4ab (MD5) / Made available in DSpace on 2017-11-07T11:32:37Z (GMT). No. of bitstreams: 2 license_rdf: 0 bytes, checksum: d41d8cd98f00b204e9800998ecf8427e (MD5) Dissertação Jessica Souza Alves.pdf: 3069547 bytes, checksum: f07192db7616b82eb04fdda18abdb4ab (MD5) Previous issue date: 2016 / Introdução: estudos indicam que a prevalência e a duração da amamentação podem ser influenciados pela orientação dos profissionais de saúde. As orientações prestadas por esses profissionais também podem gerar satisfação entre as mães. A satisfação dos usuários é um importante indicador da qualidade dos serviços de saúde. Objetivo: analisar a associação entre o recebimento de orientações sobre amamentação e dois desfechos: o aleitamento materno exclusivo e a satisfação materna. Métodos: estudo transversal com amostra representativa de 695 mães de crianças menores de um ano usuárias de nove unidades básicas de saúde da cidade do Rio de Janeiro. Para a presente investigação, onde um dos desfechos é o aleitamento materno exclusivo, foram selecionadas apenas as mães de bebês menores de seis meses (n = 429). As variáveis associadas com cada desfecho (p≤0.20) na análise bivariada foram selecionadas para análise multivariada. Razões de prevalência ajustadas foram obtidas por regressão de Poisson com variância robusta (p≤0,05). Resultados: a prevalência de aleitamento materno exclusivo foi de 50,1%, e de satisfação, 54,1%. Na análise multivariada associaram-se negativamente ao aleitamento materno exclusivo: renda materna < 1 salário mínimo (RP=0,77), experiência prévia em amamentar < 6 meses (RP=0,73), não viver com companheiro (RP=0,76), não estar em amamentação exclusiva na alta hospitalar (RP=0,78), consumir bebida alcoólica (RP=0,57), receber orientação sobre ordenha das mamas com uso de bombas e não com as mãos (RP=0,53), uso de chupeta (RP=0,74) e idade crescente do bebê em meses (RP=0,78); e positivamente: receber orientação sobre aleitamento materno exclusivo na unidade básica (RP=1,32). Associaram-se positivamente à satisfação materna: receber orientação na unidade básica sobre pega e posição (RP=1,60), sobre livre demanda (RP=2,00), sobre não uso de mamadeira (RP=1,81), e a idade crescente do bebê em meses (RP=1,06). Conclusão: as mães ficaram satisfeitas com as orientações adequadas sobre amamentação recebidas na atenção primária, mas nem todas as orientações prestadas mostraram influência sobre o aleitamento materno exclusivo / Introduction: studies indicate that breastfeeding prevalence and duration may be influenced by health professionals orientation. The guidance provided by these professionals can also generate satisfaction among mothers. User satisfaction is an important health services quality indicator. Objective: to analyze the association between receiving guidance on breastfeeding and two outcomes: exclusive breastfeeding and maternal satisfaction. Methods: cross-sectional study with a representative sample of 695 mothers of children less than one year old, users of nine primary health care units in Rio de Janeiro city, Brazil. For the present investigation, where one of the outcomes is exclusive breastfeeding, only mothers of children less than six months old were selected (n = 429). Variables associated with each outcome (p≤0.20) in bivariate analysis were selected for multivariate analysis. Adjusted prevalence ratios were obtained by Poisson regression with robust variance (p = 0.05). Results: the prevalence of exclusive breastfeeding was 50.1%, and of satisfaction, 54.1%. Variables inversely associated with exclusive breastfeeding in multivariate analysis were: maternal income < 1 minimum wage (PR = 0.77), previous experience in breastfeeding < 6 months (PR = 0.73), not living with the partner (PR = 0.76), nonexclusive breastfeeding at hospital discharge (PR = 0.78), alcohol consumption (PR = 0.57), guidance on breasts expression with a pump (PR = 0.53), pacifier use (PR = 0.74) and baby’s increasing age in months (PR = 0.78). Receiving orientation on exclusive breastfeeding in the primary care unit (PR = 1.32) showed to be directly associated with exclusive breastfeeding practice. Showed direct association with satisfaction: guidance received in the primary care unit on latching and positioning (PR = 1.60), on free demand (PR = 2.00), and on no bottle feeding use (RP = 1.81), as well as baby's increasing age in months (OR = 1.06). Conclusion: mothers appreciated adequate guidance received in primary care units to breastfeed, however not every guidance provided showed influence on exclusive breastfeeding

Neste estudo foi verificada a satisfação dos usuários com os serviços de atenção básica de saúde, pertencentes ao Distrito de Saúde Sul, da cidade de Campinas, São Paulo, no ano de 2011. Trata-se de um inquérito domiciliar, com abordagem quantitativa, realizado através de um questionário semi-estruturado. As avaliações da satisfação deram-se através do prisma da humanização dos serviços, da integralidade do sistema, da participação do controle social, da resolutividade dos serviços, das atividades de promoção da saúde e da atenção à saúde bucal. Verificou-se uma alta utilização dos serviços pelos usuários, com absoluto predomínio do sexo feminino, com média de idade de 48,7 anos. Constatou-se que a busca pelos serviços de saúde deveu-se a procura por consultas médicas e a medicamentos. Os usuários em sua maioria estão satisfeitos com o atendimento recebido. Os resultados encontrados demonstram o alto nível de humanização dos serviços de saúde, ratificados pelos índices de aprovação do tempo de espera pelas consultas e exames, pela condição das estruturas física das unidades, pela aprovação do atendimento da recepção, pelo horário de funcionamento das unidades, pelo acolhimento destinado aos usuários e pelos meios de informação destinados aos usuários. Verificou-se um alto índice de encaminhamentos para outros níveis de atenção, denotando-se baixa resolutividade dos serviços. Porém, o estudo encontrou uma rede de serviços estruturada e integrada entre si e com os demais níveis do sistema. Os resultados mostram que as ações de promoção de saúde foram muito bem avaliadas pela população, através das práticas integrativas e complementares de saúde, das atividades de grupo e de vivências nas unidades e das atividades de educação em saúde. Porém, estas ações ainda estão voltadas para uma pequena parcela da população. Os resultados da pesquisa mostrou um controle social desarticulado e inoperante, sendo incapaz de executar o seu papel fiscalizador e propositor de políticas públicas de saúde. Como decorrência desta pesquisa, verificou-se que a saúde bucal foi muito bem avaliada pela população. Porém, o estudo mostrou dificuldade no acesso às consultas e que este estava se dando através das urgências odontológicas, indicando a grande necessidade de saúde bucal acumulada. O estudo mostrou que a saúde bucal é pouco referida pelos outros profissionais de saúde. É fundamental que se incorpore no cotidiano das equipes de saúde, mecanismos de avaliação permanente, a fim de identificar os fatores facilitadores e dificultadores para o bom relacionamento entre usuário e serviço, visando à melhoria da assistência e consequentemente a satisfação do usuário. / In this research, an evaluation of satisfaction of users with services of primary health care, belonging to the South Health District, in the city of Campinas, São Paulo, was carried out in the year 2011. This is a household inquiry with quantitative approach performed through a semi-structured questionnaire. The evaluation of satisfaction levels were developed through an angle of humanization of services, health system comprehensiveness, participation in decision making instances of the public health system, solvability potential of the services for health needs, activities of health promotion and oral health care. There was a high frequency in health services by users with absolute predominance of females and mean age of 48.7 years. It was found that the main reason for searching health services was the demand for medical consultations and medicines. The majority of users are satisfied with the health care received. The results demonstrate a high level of humanization of health services, ratified by the approval ratings of waiting time for appointments and examinations, the physical condition of the structures of the units, the approval of the reception attendants approach, by the hours of operation of the units, the humanitarian approach given to users and by means of information for them. There was a high rate of referrals to other levels of care, showing up poor solvability of the service. However, this research found structured and a good level of integration between primary care units and with upper care levels of the system. The results show that health promotion activities were very well evaluated by the population through integrative and complementary health practices, group activities and activities of health education. However, these actions are focused on a small portion of the population. The results of the research showed a disjointed and ineffective level of participation of the community in local health councils, being unable to perform its oversight role and proponent of public health policies. As a result of this research, it was found that oral health care was well evaluated by population. However, the study showed difficulty in access to dental consultations and that oral care was most provided through emergencies, indicating an accumulated great need for oral health. The study showed that oral health is rarely reported by other health professionals. Thus, oral health must be incorporated into the daily health teams and into ongoing assessment mechanisms in order to identify the facilities and difficulties to the good relationship between user and health care service, aiming a significant improvement of health care quality and consequently user satisfaction.