RESUMO
OBJECTIVE: To determine the degree of satisfaction of the emergency service users as the area of first hospital contact. METHODS: A descriptive cross-sectional study was made, during a five month period. A questionnaire that included 8 items, with a Likert type scale, validated by 5 experts was answered by 321 emergency service users. It explored the expectations of the users in relation to the treatment received, time of delay, quality of medical attention and facilities. Sample was chosen by a random method. The analysis was made through descriptive and inferential statistics. RESULTS: Average age was 41.60 SD 12.42 years; 60.1% were women. In the overall evaluation of the users, 61.7 % reported satisfied with the service received. The delay time average was 76 minutes SD 52.48. The 56.81% waited more than 61 minutes to receive medical attention, predominating in the night shift, dealings with the patients to be satisfactory, with the physicians attention, 77% of users responded to feel satisfied. The facilities seemed unsatisfactory for 172 patients, 53.6%. CONCLUSIONS: THE degree of satisfaction of the emergency service users was of 61.7% predominantly in the day shift.