A comunicação e sua influência na satisfação dos usuários de serviços de saúde: revisão de literatura.

Abstract

The research explores communication in health services and its influence on user satisfaction, emphasizing how clear and empathetic interaction between professionals and users contributes to building trust and better therapeutic outcomes. The objective was to describe how effective communication in health services influences patient satisfaction. The methodology was based on a literature review covering the period from 2014 to 2024, with a selection of 15 relevant studies that highlight the relationship between communication and satisfaction in the context of different health systems, with 53.33% of the publications coming from Brazil, and the years 2016 and 2024 presented the largest number of studies analyzed, with data collection and analysis carried out between July and December 2024. The results demonstrated that effective communication improves the perception of quality, reduces conflicts, promotes trust and humanization, in addition to optimizing therapeutic outcomes. It is concluded that investing in improving communication practices is essential for more humanized, efficient and patient-centered care, contributing to satisfaction and safety in health services.