0270/2015 - Estudo comparativo da satisfação de usuários e profissionais da saúde com o serviço público odontológico. Comparative study of users and health professionals satisfaction with the public dental attendance.
• Cléa Adas Saliba Garbin - Garbin, CAS - Araçatuba, SP - Faculdade de Odontologia de Araçatuba - Universidade Estadual Paulista, Odontologia Infantil e Social - <cgarbin@foa.unesp.br> ORCID: https://orcid.org/0000-0001-5069-8812
Objetivou-se confrontar a visão de usuários e de profissionais da saúde acerca da satisfação com o serviço público odontológico. Realizou-se entrevista com usuários, profissionais considerados diretamente (ESB) e indiretamente (ACS) envolvidos com a saúde bucal. As variáveis foram avaliadas individualmente e agrupadas em domínios. Para análise criou-se um escore e aplicou-se o teste Kruskal-Wallis. Os entrevistados avaliaram positivamente a qualidade dos serviços odontológicos. Os ACS demonstraram satisfação menor na comparação com usuários quanto à satisfação geral, nos domínios Estrutura Física e Cuidados Médicos, e nas variáveis: qualidade do atendimento clínico; orientação ao paciente após tratamento realizado na especialidade; e período de atendimento odontológico. Os profissionais da ESB expuseram satisfação maior do que a dos usuários no domínio Cuidados Médicos e nas variáveis relacionadas à prestação de orientação, esclarecimento de dúvidas, resolubilidade na atenção e agendamento de consulta. Conclui-se que os profissionais da ESB demonstraram alto grau de similaridade com a satisfação exposta pelos usuários, ainda que positivamente ampliado, e os ACS expuseram opiniões discrepantes, de forma mais crítica em relação aos usuários.
Palavras-chave:
Avaliação de Serviços de SaúdePessoal de SaúdeSatisfação do PacienteAtenção Primária à SaúdeSaúde Bucal.
Abstract:
The aim was compare the vision of users and health professionals about the satisfaction with the public dental attendance. Interviews were lead with users, professionals considered directly (ESB) and indirectly (ACS) involved in oral health. The variables were evaluated individually and grouped into domains. To the analysis, it was created a score0 to 1 and applied to the Kruskal-Wallis test. In general, respondents positively assessed the quality of dental services. The ACS showed significantly lower satisfaction compared to users in the general satisfaction in the Structure Physics and Health Care domains, and the variables: quality of clinical care; guidance to the patient after treatment performed in the specialty; and period of dental care. The ESB professionals exposed significantly greater satisfaction than the users in the Health Care field and the variables related to the provision of guidance, answering questions, solving the attention and consultation schedule. It is concluded that the professionals involved directly with the oral health (ESB) demonstrated high similarity degree to the satisfaction displayed by users, although positively expanded, and the ACS exposed differing views, more critically in relation to users.
Keywords:
Evaluation of Health ServicesPrimary Health CareOral HealthPacient SatisfactionHealth Personnel.
Comparative study of users and health professionals satisfaction with the public dental attendance.
Resumo (abstract):
The aim was compare the vision of users and health professionals about the satisfaction with the public dental attendance. Interviews were lead with users, professionals considered directly (ESB) and indirectly (ACS) involved in oral health. The variables were evaluated individually and grouped into domains. To the analysis, it was created a score0 to 1 and applied to the Kruskal-Wallis test. In general, respondents positively assessed the quality of dental services. The ACS showed significantly lower satisfaction compared to users in the general satisfaction in the Structure Physics and Health Care domains, and the variables: quality of clinical care; guidance to the patient after treatment performed in the specialty; and period of dental care. The ESB professionals exposed significantly greater satisfaction than the users in the Health Care field and the variables related to the provision of guidance, answering questions, solving the attention and consultation schedule. It is concluded that the professionals involved directly with the oral health (ESB) demonstrated high similarity degree to the satisfaction displayed by users, although positively expanded, and the ACS exposed differing views, more critically in relation to users.
Palavras-chave (keywords):
Evaluation of Health ServicesPrimary Health CareOral HealthPacient SatisfactionHealth Personnel.
Bordin, Danielle, Garbin, CAS, Fadel, C.B., Moimaz, S.A.S, Saliba, N.A.. Estudo comparativo da satisfação de usuários e profissionais da saúde com o serviço público odontológico.. Cien Saude Colet [periódico na internet] (2015/Set). [Citado em 18/09/2024].
Está disponível em: http://cienciaesaudecoletiva.com.br/artigos/estudo-comparativo-da-satisfacao-de-usuarios-e-profissionais-da-saude-com-o-servico-publico-odontologico/15343?id=15343
