NÍVEL DE SATISFAÇÃO DOS USUÁRIOS COM OS SERVIÇOS DE FISIOTERAPIA OFERTADOS PELO SISTEMA ÚNICO DE SAÚDE (SUS)

ABSTRACT The level of user satisfaction with physiotherapy services in the Unified Health System (SUS) is an important indicator of the quality of care provided. Evaluating this perception makes it possible to improve access, resolution and the humanization of physiotherapeutic care in the public network. The aim of this study was to analyze, based on the literature, the satisfaction of users of physiotherapy services in the Unified Health System (SUS). The methodology adopted was a qualitative and descriptive literature review, with the aim of gathering and evaluating scientific studies related to the subject. Fifteen studies published in databases such as SciELO, LILACS and Google Scholar from 2019-2024 were selected. Analysis of the articles revealed that evaluating user satisfaction is an essential tool for improving health services, particularly in physiotherapy. In general, users had a positive perception of the service, highlighting the kindness, attention and safety provided by the professionals. However, important challenges were identified, such as communication failures during the first consultations and delays in accessing sessions, factors which have a negative impact on the continuity and effectiveness of treatment. The conclusion is that, despite the qualities demonstrated, there are still aspects to be improved in order to optimize the patient experience at SUS. Keywords: User satisfaction, physiotherapy, Unified Health System, evaluation of health services.