Resumo

DURAN, Júlia; VILLALBI, Joan R.; GUIX, Joan  e  GRUPO DE TRABAJO SOBRE CLIENTES DE LA AGENCIA DE SALUT PUBLICA DE BARCELONA (ASPB). On the clients of public health organizations. Gac Sanit [online]. 2004, vol.18, suppl.2, pp.479-482. ISSN 0213-9111.

Public services must satisfy a variety of agents: users of these services, the citizens who pay the taxes that finance them, politicians, and those that work in them. To obtain public services that give priority to the citizen-user, knowledge of clients, their expectations, preferences, complaints and degree of satisfaction is essential. This article presents the process of internal discussion in our agency about its clients, who differ from those of an industrial or commercial organization. A proposal for the classification of clients, as well as the process that has led to a client portfolio, are presented and steps to improve services from the perspective of the client are suggested.

Palavras-chave : Public health; Management; User; Customer.