Satisfação dos usuários dos centros de especialidades odontológicas do Estado da Paraíba

Abstract

Introduction: Satisfaction is a complex concept and incorporates the individual's perception and expectations. Studies on user satisfaction in public services are important, as they can contribute to improving the quality of services, suggesting measures to adapt them to users' expectations. Objective: To analyze the satisfaction of users of the Dental Specialty Centers of the Unified Health System in the state of Paraíba. Methodology: An observational, cross-sectional and analytical study was carried out. This study compares user satisfaction data between the years 2014 and 2019. For 2014, the data were obtained from the Microdata spreadsheet of the External Assessment of the PMAQ-CEO, Module IX User, 1st Cycle. In 2019, data were collected at home, through field research. Ten individuals from each CEO were selected to compose the sample and interviewed at home, totaling 450 participants. Participants signed the Free and Informed Consent Form (ICF). The data were analyzed using descriptive statistics followed by the chi-square test to assess the difference in satisfaction between the years 2014 and 2019. Results: There was a predominance of female users, adults and with lower monthly income. With regard to the CEO-PB, the dimensions “Scheduling Appointments”, “Bonding and Accountability” and “Mechanisms for User Participation and Interaction” achieved a positive evolution. The dimension "Access to CEO services" has not evolved. In addition, satisfaction with the services of the CEOs decreased between the years 2014 and 2019, highlighting the negative evolution of the dimensions "Reception", "Service", "Dental Prosthesis" and "Inputs, Equipment and Ambience". Conclusion: Users of the CEOs of Paraíba demonstrated to be satisfied with the services. However, there was a reduction in the level of user satisfaction between 2014 and 2019.