Abstract
Objective: To describe satisfaction, resolution and social participation of users regarding the service offered in Brazilian Centers for Dental Specialties (CEOs). Material and Methods: An analysis was made of the first phase of PMAQ-CEO, developed during 2014, in which 8,897 users were interviewed. Module III of the instrument external evaluation was used, considering the socio-demographic characterization of the assisted population, and an analysis of satisfaction, resolution and social control of Brazilian CEOs. The bivariate and multivariate Poisson regression analysis with robust variance was used (α<0.05). Results: The profile of interviewed users is female, from the Northeastern region, brown color, living in the urban zone, incomplete elementary school, income of up to two minimum wages and resident of area covered by the family health strategy. The overall CEO rating is (46.1%) or very (49.2%). The score (0 to 10) given to reception staff and dentists was, respectively, 9.31±1.32 and 9.52±1.02. Among subjects who completed treatment (33.3%), the resolution was 95.3%. Although 89.1% stated they never needed to file a complaint, 68.4% did not know the Unified Health System ombudsman. The positive evaluation of CEO was associated with the good evaluation of professionals involved (p<0.05) and the absence of treatment interruption due to lack of material (p=0.037). Conclusion: The satisfaction of users with the services of Centers for Dental Specialties is high and treatments offered are resolutive. Social control tools need to be better known by users.
Highlights
The history of oral health care provided by the public sector until the end of the 1980s was characterized as exclusive, individualistic, technicist, mutilating, with high cost and low social impact [1]
Data were selected on socio-demographic and economic characterization of users, users' opinions on the facilities and service provided by Centers for Dental Specialties (CEOs); the evaluation of users regarding the care offered by the dentist and the care provided by CEO professionals; users' opinion about completion of treatments in CEOs, ability of CEOs to solve health problems, counter-reference and social control of the service
The descriptive analysis of study participants (Table 1) shows that 69.8% of users responding to the PMAQ-CEO questionnaire were female, 38.3% were residents of the Northeastern region, and 44.8% self-reported brown or mixed race
Summary
The history of oral health care provided by the public sector until the end of the 1980s was characterized as exclusive, individualistic, technicist, mutilating, with high cost and low social impact [1]. The low social impact of oral health actions in the public sector was evidenced by the survey of the oral health conditions of the Brazilian population in 2003 [4]. The urgent need for changes in the work process in Dentistry helped to build the guidelines for the National Oral Health Policy [5], which became known as Brasil Sorridente. The implementation of this program represented a milestone in the change in oral health care practices, both individually and collectively [3,6]
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