Avaliação da satisfação dos usuários assistidos pelos centros de especialidades odontológicas

Abstract

Implemented nationally beginning in 2006, Specialized Dental Centers (SDCs) offer dental services at the secondary care level. Like all health services, SDCs should be frequently monitored, evaluated, and reorganized, aiming to improve the care they provide. One way of evaluating health services quality is on the basis of patient satisfaction levels. The aim of this study was to evaluate patient satisfaction at the Specialized Dental Centers (SDCs) in the Southeast Macro-region of Minas Gerais, Brazil. This is an evaluation study conducted through a survey covering 11 SDCs in eight municipalities, with a sample of 256 patients attended at SDCs between March 2013 and July 2013. Data were collected using the Dental Health Services Quality Assessment Questionnaire (known in Brazil as the QASSaB). Variables related to the municipality (land area, population size, demographic density, HDI, GDP, and type of SDC), to meeting minimum requirements in services provided, to the patient (age, sex, socioeconomic status), to access, and regarding dental pain, self-perceived health, and the waiting time for treatment, were all described. The Statistical Package for the Social Sciences (SPSS) software, version 15.0, was used to process the data. Positive ratings were observed for all the dimensions analyzed. Upon assessing the variables contained in the QASSaB (dentist-patient relationship, patient relationship with other professionals, discomfort, getting an appointment, waiting time, equipment, reception area and facilities cleanliness, explanation of treatment, teeth appearance, chewing capacity), significant differences (p < 0.05) were found between the SDCs surveyed. A score was created from the final ratings obtained from applying the QASSaB in order to categorize patient satisfaction. The final analysis showed the following results: Poorly Satisfied (10.2%), Satisfied (86.7%), and Very Satisfied (3.1%). After multiple linear regression, the independent variables that were associated with patient satisfaction were "self-perceived oral health" (p = 0.001) and "waiting time at the clinic" (p < 0.001). Our conclusion is that most patients are satisfied with the service provided although there is a difference in satisfaction observed among the SDCs. We believe that variables not analyzed in this study, including infrastructure, human resources, and management, could have influenced the differences found among the SDCs. We hope that the results found in this study may be useful in the management area, and in a broader spectrum, contribute to oral health practices and policies.