Bordin Danielle, Fadel Cristina Berger, Moimaz Suzely Adas Saliba, Garbin Cléa Adas Saliba, Saliba Nemre Adas
Departamento de Odontologia Preventiva e Social, Faculdade de Odontologia de Araçatuba, Universidade Estadual Paulista. R. José Bonifácio 1193, Vila Mendonça. 16015-050 Araçatuba SP Brasil.
Departamento de Odontologia, Universidade Estadual de Ponta Grossa. Ponta Grossa PR Brasil.
Cien Saude Colet. 2017 Jan;22(1):151-160. doi: 10.1590/1413-81232017221.13522015.
The objective was to confront the view of users and health professionals about the satisfaction with the public dental service. Interviews were conducted with users, professionals considered directly (ESB) and indirectly (ACS) involved in oral health. Variables were evaluated individually and grouped into domains. A score was created for the analysis and the Kruskal-Wallis test was applied. The respondents positively assessed the quality of the dental services. The ACS demonstrated less satisfaction compared to users regarding general satisfaction in the Physical Structure and Medical 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 expressed greater satisfaction than the users in the Medical Care domain and in the variables related to the provision of guidance, answering questions, attention solvability and consultation scheduling. It is concluded that the ESB professionals demonstrated a high degree of similarity to the satisfaction displayed by users, although positively expanded, and the ACS expressed more critically discrepant opinions in relation to users.
目的是了解用户和卫生专业人员对公共牙科服务满意度的看法。对用户、直接参与口腔健康工作的专业人员（ESB）和间接参与口腔健康工作的专业人员（ACS）进行了访谈。对变量进行单独评估并分组到不同领域。创建一个分数用于分析，并应用Kruskal-Wallis检验。受访者对牙科服务质量给予了积极评价。在物理结构和医疗护理领域以及以下变量方面，与用户相比，ACS表现出较低的满意度：临床护理质量；专科治疗后对患者的指导；以及牙科护理时间。ESB专业人员在医疗护理领域以及与提供指导、回答问题、解决关注度和安排会诊相关的变量方面比用户表达出更高的满意度。得出的结论是，尽管有所积极扩展，但ESB专业人员与用户所表现出的满意度高度相似，而ACS相对于用户表达了更为批判性的不同意见。
