Satisfação com o atendimento odontológico: estudo qualitativo com mães de crianças atendidas na Universidade Federal de Santa Catarina

Abstract

Esta pesquisa objetivou conhecer a percepção de mães em relação ao atendimento odontológico prestado em clínicas de odontopediatria da Universidade Federal de Santa Catarina (UFSC), bem como sua concepção sobre como seria o dentista "ideal". O método utilizado foi o qualitativo, tipo estudo de caso. A coleta de dados foi feita através de entrevista semi-estruturada e a população estudada constituiu-se de sete mães de crianças atendidas em clínicas de odontopediatria da UFSC. Observou-se que, para as mães entrevistadas, o dentista ideal deveria reunir habilidades afetivas, psicomotoras e cognitivas, tais como: gostar do que faz, ser atencioso e amigável, fornecer informações claras sobre saúde bucal, resolver os problemas bucais do paciente e manter-se atualizado. Os aspectos interpessoais foram fundamentais para a satisfação com o atendimento na universidade, além da capacidade técnica dos alunos e a facilidade para conseguir uma vaga no serviço de odontopediatria. Sugere-se maior entendimento, por parte dos profissionais, dos aspectos que envolvem a relação dentista-paciente, de maneira a associar fatores afetivos aos cognitivos e psicomotores no dia-a dia da prática odontológica.

Expectations of orthodontic treatment in adults: the conduct in orthodontist/patient relationship

“…A good dentist values the interpersonal relationship, based on communication, seeking ways to preserve or restore oral health and showing kindness to patients, to their complaints and concerns. 22 Most participants (96.6%) stated that orthodontic treatment should be performed by a specialist in orthodontics. Due to the technical complexity required to perform a treatment of this nature, plus the little knowledge in orthodontics offered in undergraduate courses of dentistry, it is evident the need for greater differentiation of the general dentist to practice the specialty.…”

Is the negative evaluation of dental services among the Brazilian elderly population associated with the type of service?

“…From that perspective, the idea of good quality in a service is considered when the problem is solved, as well as in situations in which the care provided to the user leads to satisfaction both concerning physical structure and the relationship between professionals and users 16 . Some studies were conducted with the objective of assessing the level of user satisfaction with the health services 6,8,32,33 . Approaching this situation means to evaluate the characteristics of the services, therefore, their quality.…”

“…In Brazil, these studies were conducted from the 1990s on, especially with the strengthening social control in the scope of the Unified Health System (SUS), by means of the participation of the community in planning and evaluation processes 7 . The opinion of users as to the quality of care has been suggested with the objective of promoting subsidies for those who administer such services and for the staff that provides care, therefore allowing the detected limitations to be overcome 8 . It helps, since the participation of users in the assessment of services surpasses its mere passive use, and provides essential information to define quality standards in the provided services, since this perspective enables to complement the technical quality evaluations with a shared view of the perception of individuals who receive care 9 .…”

Saúde Bucal na Ação Programática da Criança: indicadores e metas de um Serviço de Atenção Primária à Saúde

“…A study conducted in Araraquara (Brazil) showed that 43% of mothers felt their children should have their first dental visit in the first year of life, 44% felt that this visit should occur between the ages of one and three years, 7% believed they should start at age three and 6% said that children should only go to the dentist in emergency situations 15 . Other factors such as fear and anxiety, low importance given to teeth and the buccal cavity, leading to a low perception of need for treatment, and past experiences, related to humiliation and discrimination, are also factors that hinder access to dental services, with direct consequences on the oral health of children 16,17 . In relation to the fact that a considerable percentage of children visited the dentist in the first year of life (35%), this may be due to children going to health units more often for pediatric visits; mothers having received prenatal care in these units and established a link with the team; and that visits are free.…”