The Terceira Island Health Unit (USIT) has conducted a survey to evaluate the satisfaction of patients who use the services provided by Angra do Heroísmo Health Centre (CSAH) and Praia da Vitória Health Centre (CSPV).They demonstrate high levels of satisfaction, standing at a rate of 77.31%.

Questionnaires were conducted randomly among patients who used the services provided by both health centres between September 21 and October 3, 2015; a total of 212 questionnaire forms were filled in correctly.

The questionnaires used by Terceira Island Health Unit were based on the survey "What is our opinion about this Family Health Unit (USF)," developed by the Centre for Studies and Research on Health of the University of Coimbra. This survey is in line with the Europep questionnaire.

The key indicators of Europep (European Study on Patient Evaluation of General Practice Care) were assessed taking into consideration the following topics: relation and communication; medical care; information and support; continuity and cooperation; organisation of services.

The EUROPEP key indicator "Relation and communication" registered in both health centres a high level of satisfaction with regard to confidentiality of information, standing at 88.5%.

In Angra do Heroísmo Health Centre, this level of satisfaction was recorded in the Human Resources indicator of specific areas, especially with regard to the competence, courtesy and care of the medical, nursing and technical staff (cardiopneumology, physiotherapy, dentistry, nutrition, psychology, and radiology), standing at an average 89.7%.

In Praia da Vitória Health Centre, the explanations provided by nurses on the procedures and care (Europep key indicator Relation and communication) as well as the competence, courtesy and care demonstrated by same professionals (Human Resources indicator of specific areas) register a high level of satisfaction, standing at 89.3% and 86.9%, respectively.

In the same health centre, the item Time to care of the Europep key indicator "Relation and communication" registers a satisfaction level of 87.1%.

With regard to the results obtained, the Global Europep satisfaction level is high, standing at an average of 77.31% for both health centres.

The primary goal of this study was to identify the positive and negative aspects in the provision of care as well as to define the priority areas of intervention in order to contribute to the improvement of patients' satisfaction.

After the survey, the Terceira Island Health Unit intends to implement improvement plans in the areas with lower levels of satisfaction, such as telephone accessibility and scheduling of consultations. In this context, the Government has already outlined several measures to improve these areas.