Abstract
This study aimed to analyze the concept of quality from the beneficiaries demands of the Supplementary Health, whose main bias the issue of integral care, considering the relationship between satisfaction, information asymmetry and health care. We analyzed a sample of 1,013 emails of 19,969 that were sent to the Supplemental Health National Agency Relationship Center, between March 18, 2014 and March 19, 2015, relating to complaints of beneficiaries who reside in Southeastern Brazil, resulting in the following categorization: Access to Health Services and Continuity of Care, with the following subcategories: Denial; Difficulty and / or Conditioning Constraints; and Restricted Providers Network. Beneficiaries emphasized aspects related to access to services and continuity of care, noting that in addition to the denial of access to services and procedures, they are faced with the restriction of continuity of care. The results place us the challenge to question the structure of the supplemental health sector, whose contracts are based on the definition of a list of procedures and cost reduction strategies are configured as a restraint instrument to the right to health itself, in addition to the necessary respect to consumer's right.
Key words:
supplemental health; beneficiaries' satisfaction; quality; integral care
