Landa-Mora Flora Evelia, Francisco-Méndez Gustavo, Muñoz-Rodríguez Mario
Coordinadora Delegacional de Estomatología, Instituto Mexicano del Seguro Social, Jalapa, Veracruz, Mexico.
Rev Med Inst Mex Seguro Soc. 2007 Mar-Apr;45(2):149-55.
To determine users' satisfaction with dental care services provided at Instituto Mexicano del Seguro Social in Veracruz.
An epidemiological survey was conducted in 14 family medicine clinics located in the northern part of the state of Veracruz. The clinics were selected by stratified-random sampling. All users older than 20 years seeking medical or dental care services were interviewed; previously, their informed consent was obtained. We used the 6-items United Kingdom dental care satisfaction questionnaire (Spanish version) where question number four evaluates user satisfaction.
From October to December 2005, 3601 users were interviewed. We excluded 279 questionnaires because the age of the interviewees was <20 years. The final analysis included 3322 interviews (92%); 73% were female with an average age of 45 +/- 16 years old. 82% were satisfied with dental care services and 91% never felt like making a complaint. Waiting time of less than 30 minutes and last visit to the dentist in the last year were the only variables related to satisfaction (p = 0.0001).
There is a high level of satisfaction regarding dental care services among Mexican Institute of Social Security users. However, it would be possible to increase the level of satisfaction if the waiting time is reduced and the number of dental care users attending twice a year increases.
确定韦拉克鲁斯州墨西哥社会保障局提供的牙科护理服务的用户满意度。
在韦拉克鲁斯州北部的14家家庭医学诊所进行了一项流行病学调查。诊所通过分层随机抽样选取。所有寻求医疗或牙科护理服务的20岁以上用户均接受了访谈；在此之前，已获得他们的知情同意。我们使用了包含6个条目的英国牙科护理满意度问卷（西班牙语版本），其中问题4评估用户满意度。
2005年10月至12月，共访谈了3601名用户。我们排除了279份问卷，因为受访者年龄小于20岁。最终分析包括3322次访谈（92%）；73%为女性，平均年龄为45±16岁。82%的用户对牙科护理服务感到满意，91%的用户从未想过投诉。等待时间少于30分钟以及去年最后一次看牙医是与满意度相关的唯一变量（p = 0.0001）。
墨西哥社会保障局的用户对牙科护理服务满意度较高。然而，如果减少等待时间并增加每年看两次牙医的牙科护理用户数量，有可能提高满意度。
