Health services performance evaluation: analysis of users of a primarycare unit based on the Kano model/Avaliacao do desempenho dos servicos de saude: analise das usuarias de uma unidade de atencao basica com base no modelo de Kano

The outbreak of cases of children born with Zika virus-related microcephaly in northeastern Brazil since the end of 2015 has caused a growing search for prenatal services, and several Federal Management actions have been implemented that have guided better care for pregnant women and children with microcephaly throughout the country. In this context, this research evaluated the health services of Primary Care from the perspective of users attended prenatal care in a Basic Health Unit (UB S) in a capital city of the Northeast. It is a descriptive, exploratory study with field and bibliographic research developed with 35 pregnant women through a questionnaire based on the KANO model. As a result, the attributes considered satisfactory were: reception, infrastructure, health professionals (with the highest indexes) and other services (pharmacy and vaccination), as well as prenatal guidelines in general. Those considered dissatisfied with the highest indexes were: scheduling of the requested tests and waiting time (administrative organization), Community Health Agent and dental care (professional categories). Therefore, the attributes with the highest indexes were those directly related to health professionals (one-dimensional), highlighting the relevance of this type of care to achieve satisfactory levels of quality in health services, mainly due to the condition of the patients Keywords: Performance evaluation; Attention Service Basic Health; KANO model; Perspective of users. O surto de casos de criancas nascidas com microcefalia relacionada ao virus Zika no Nordeste do Brasil desde o final de 2015 causou uma crescente busca aos servicos de Pre-natal, sendo implantadas varias acoes da Gestao Federal que orientaram um melhor atendimento das gestantes e das criancas com microcefalia em todo o Pais. Nesse contexto, esta pesquisa avaliou os servicos de saude da Atencao Basica na perspectiva das usuarias atendidas no pre-natal em uma Unidade Basica de Saude (UBS) em uma capital do Nordeste. Sendo um estudo descritivo, exploratorio com pesquisa de campo e bibliografica, desenvolvido com 35 gestantes atraves de um questionario baseado no modelo de KANO. Como resultado, os atributos considerados satisfatorios foram: recepcao, infraestrutura, profissionais de saude (com os maiores indices) e outros servicos (farmacia e vacinacao), bem como as orientacoes sobre o pre-natal de modo geral. Os considerados insatisfeitos com os maiores indices foram: agendamento dos exame