In this paper the discourse construction of PSF (Family Health Program) professionals and users is analyzed as it appears in the reports of users from the districts of Pedregal and Catolé in Campina Grande, Paraíba. Sixteen oral reports from users of the program were gathered and they were submitted to the method of discourse analysis developed by theoreticians of social discourse psychology. In analytical terms, according to this theoretical-methodological approach of constructivist orientation, the function of discourse (its actions and effects) and the rhetorical devices used are emphasized. The reports under analysis construct two contradicting images of PSF. In some of these reports it appears satisfactorily and better than the model previously used. In some others, sometimes, a negative hint can be detected and it is portrayed as ineffective and worse than the previous one. The PSF professionals are described, in each of the reports, in terms and expressions similar to those used to describe the program itself. The users, in their turn, are identified in these reports as poor, humble, suffering people who cannot afford a private health plan. This discourse reveals the complexity of the challenges to be faced throughout the process of implementation and execution of public policies in our country.
Public policies; Users of the Family Health Service; Public health services; Primary health care; Consumer satisfaction