Evaluation of the Quality of Service in the Clinics of the Degree in Dental Surgeon of the Otay-Tijuana Campus of the Autonomous University of Baja California (UABC)

Abstract

Objective: To evaluate the quality of the services provided by the dental clinics of the Autonomous University of Baja California (UABC) Otay-Tijuana Campus using the Donabedian and SERVPERF methodologies to know strategies that allow improving the quality of care. Methodological design: A prospective cross-sectional study was carried out in a random sample of 1,315 surveys of patients who attended the clinics of the Tijuana Faculty of Dentistry of the UABC in the period 2023-1. To collect the information, the PERCACEL tool was used, developed using the Donabedian and SERVPERF methodologies, which consists of 4 sections: 1) Specifications of the clinic that provided the service and time in which the care was received, 2) General data of the respondent, 3) Perceptions of the care received and 4) User perception of the service provided. This survey was validated in the city of Puebla to be used in dental care clinics, obtaining a Cronbach's Alpha of 0.923 for the Donabedian instrument and 0.963 for the SERVPERF instrument. Results: The average of the evaluation obtained from the perception of quality through the SERVPERF model was 9.13, slightly higher than that obtained through the Donabedian model, which was 8.98, demonstrating that the quality of care provided by the university community is high without great variations.