User satisfaction with public oral health services in the Brazilian Unified Health System

Leonardo De Paula Amorim,Gizelton Pereira Alencar,Maria Inês Barreiros Senna,Lorrany Gabriela Rodrigues,Raquel Conceição Ferreira,Janice Simpson De Paula

doi:10.1186/s12903-019-0803-8

Leonardo De Paula Amorim, Gizelton Pereira Alencar + Show 4 more

Open Access

https://doi.org/10.1186/s12903-019-0803-8

Copy DOI

Abstract

BackgroundUser satisfaction represents a patient-centered measure that should be used to assess the quality of oral health services. This study investigated the differences in user satisfaction with public oral health services according to the sociodemographic user profile and the quality of oral health services in primary health care in Brazil.MethodsSecondary data from a national program obtained through interviews with users were analyzed. Satisfaction was based on the Swan’ model relating to perceptions regarding the service performance, assessment of overall satisfaction and the intention to avoid the service in the future. The exploratory variables were demographic characteristics of the users and the quality of the primary service from the user’s viewpoint, considering the dimensions: access; receptivity of spontaneous demand; integral health care; bonding, accountability, and coordination of care.ResultsA total of 37,262 users participated, and 65.51% reported satisfaction with the oral health service, that was higher among those > 20 years old and beneficiaries of the Family Grant Program and lower among users with a higher level of schooling and those who reported being employed. Users who rated oral health service positively were more satisfied.ConclusionsSocioeconomically disadvantaged user was more satisfied with oral health services and the satisfaction increased with age. The improvement in the quality of oral health services in primary care can result in greater satisfaction.

Highlights

User satisfaction represents a patient-centered measure that should be used to assess the quality of oral health services
The implementation of the evaluation process in primary health care in Brazil was consolidated with the National Program for Improving Access to and the Quality of Primary Care (PMAQ-AB) [4], which is nationally standardized by the policies of the National Primary Care Policy [5] and the National Oral Health Policy [1]
Recognizing the importance of users in the context of a national program of evaluation of public service quality, this study investigated the differences in user satisfaction with oral health services according to the sociodemographic user profile and the quality of oral health services in primary health care in Brazil

Summary

Introduction

User satisfaction represents a patient-centered measure that should be used to assess the quality of oral health services. Public oral health services in Brazil are mainly provided by oral health teams whose members are the dentist and an oral health assistant and/or an oral health technician They are part of the healthcare teams of the Family Health Strategy at primary health care units. The National Oral Health Policy proposed a regular protocol to evaluate the quality of the services and care practices [1]. The implementation of the evaluation process in primary health care in Brazil was consolidated with the National Program for Improving Access to and the Quality of Primary Care (PMAQ-AB) [4], which is nationally standardized by the policies of the National Primary Care Policy [5] and the National Oral Health Policy [1]. It is important to give continuity to such investigations, including data from the third cycle of PMAQ-AB, which is currently underway [4]

Methods

Results

Discussion

Conclusion