Avaliação da satisfação dos usuários dos Centros de Especialidades Odontológicas da macrorregião Sudeste de Minas Gerais, 2013

Kitamura, Elisa Shizuê; Bastos, Ronaldo Rocha; Palma, Pamella Valente; Leite, Isabel Cristina Gonçalves

doi:10.5123/s1679-49742016000100014

Cited by 14 publications

(21 citation statements)

References 12 publications

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“…Regarding sex, most respondents are female, which alludes to the belief that self-care and care for others are values associated with femininity, linked to the lower labor force participation rate of women in our society 14 . However, satisfaction is strongly associated with men, which is consistent with the literature that shows services receiving more criticism from women, who are thus good informants for surveys 11 .…”

Section: Discussionmentioning

confidence: 99%

Patient satisfaction with pharmaceutical services in Brazilian primary health care

Soeiro

Tavares

Júnior³

et al. 2017

Rev. saúde pública

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OBJECTIVE To evaluate patient satisfaction with pharmaceutical services in Brazilian primary health care.METHODS This is a cross-sectional, exploratory, and evaluative study on a representative sample from the five Brazilian geopolitical regions resulting from the Pesquisa Nacional sobre Acesso, Utilização e Promoção do Uso Racional de Medicamentos – Serviços, 2015 (PNAUM – National Survey on Access, Use and Promotion of Rational Use of Medicines – Services, 2015). The outcome was the patient’s satisfaction, obtained using the item response theory. Associations were tested using Pearson’s Chi-square test with sociodemographic and health variables, and multiple logistic regression analyses were carried out. The Hosmer-Lemeshow test was used to verify the adequacy of the final model. Logistic regression results were presented as odds ratio.RESULTS The overall percentage of patients satisfied with these services was 58.4% (95%CI 54.4-62.3). The “opportunity/convenience” aspect had the lowest satisfaction percentage (49.5%; 95%CI 46.4-52.6) and “interpersonal aspects,” the highest percentage (90.5%; 95%CI 88.9-91.8), significantly higher than other aspects. Sex, age group, limitations due to disease, and self-perception of health remained associated in the final multiple logistic model regarding general satisfaction.CONCLUSIONS Most of the interviewed users were satisfied with pharmaceutical services in Brazilian cities, and the satisfaction with the customer’s service was determinant in the patient’s overall satisfaction.

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Section: Discussionmentioning

confidence: 99%

Patient satisfaction with pharmaceutical services in Brazilian primary health care

Soeiro

Tavares

Júnior³

et al. 2017

Rev. saúde pública

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“…The results on QC Social Control and Financing demonstrate the low participation and listening of the users' needs, contrary to the understanding that the user should be seen as an important social actor of evaluations of programs and services, since his vision can modify health practices, making it most humane, welcoming and resolute. It is also worth noting that the evaluation from users is considered evaluation of the results of health interventions, with instruments validated for this purpose and developed studies [7,8]. In spite of financing problems, the difficulty of managing resources received and the insufficient investment of resources stand out.…”

Section: Discussionmentioning

confidence: 99%

“…An overview of the main researches developed has shown advances such as: expansion of the offer, coverage and use of these services [2][3][4][5][6], as well as the degree of user satisfaction [7,8].…”

Section: Introductionmentioning

confidence: 99%

A Web-Based Tool for Monitoring and Evaluating Health Care Services: An Analysis of Centers for Dental Specialties Webpage

Santos

Almeida

Silva

et al. 2018

Pesqui. bras. odontopediatria clín. integr.

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Objective: To evaluate the quality of Centers for Dental Specialties (CEO) using an electronic tool-the CEO webpage. Material and Methods: Evaluative research was carried out through the use of a web-based tool, which has two modules with forms for the evaluation of quality of CEO components to Managers and Professionals. The tool generates classification scores and recommendation letters according to the score obtained. Satisfactory classification was used for scores equal to or above 7.0 and unsatisfactory for scores lower than 7.0. Representatives of manager and professionals of CEOs who attended the invitation of the research were qualified to use the CEO webpage. Portal data were analyzed in a descriptive way and the average scores were tested according to service and context variables. Results: Thirty-eight health facilities were evaluated. The average score for CEOs was rated as satisfactory for both the Manager and Professional modules. However, when quality components were evaluated, there was higher concentration of unsatisfactory scores to those related to the work process, particularly to the quality components of Personnel Management; Social control and Financing; and, Organizational Criteria. Conclusion: The CEO webpage, for instantly generating evaluation and recommendations for change, is easy to handle and lacks minimal technological resources (computer with access to the internet network), has become a tool for information management that allows immediate decision making. In addition, they can make a major contribution to planning / management support in identifying critical aspects of the service that impair quality, with strong potential to serve as supplementary institutional support to PMAQ / CEO. Initiatives such as the CEO webpage should be encouraged and disseminated for use within Unified Health System.

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“…1 As such, service user dissatisfaction with health care is related to lower adherence to or interruption of treatment, less use of services and, consequently, poorer outcomes. [6][7][8][9][10][11][12] Lack of service users' views in the evaluation process leads to the result being biased by the views of service managers or health workers, 4 since technical evaluation is different to evaluation made by service users. 13,14 Blendon et al 13 found negative correlation between subjective evaluation by service users and the quality ranking for health systems estimated by the World Health Organization (WHO).…”

Section: Introductionmentioning

confidence: 99%

Fatores associados à insatisfação dos usuários dos centros de especialidades odontológicas do Brasil em 2014: estudo transversal*

Andrade

Pinto

2020

Epidemiologia e Serviços de Saúde

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Objective: to evaluate factors related to the dissatisfaction of users of the specialized dental care centers (CEO) in Brazil. Methods: this was a cross-sectional study with data from the Dental Specialty Center Access and Quality Improvement Program; the study was conducted in 2014 and included a non-probabilistic sample of users; those who answered that the service received was regular, poor or very poor were classified as dissatisfied. Results: a total of 8,730 users were included, 4.8% reported dissatisfaction; longer time taken to get to the service (OR=1.38-95%CI1.10;1.74), and longer waiting time until treatment (OR=1.37-95%CI1.07;1.75), were positively associated with dissatisfaction, whereas negative association was found with attention received (OR=0.12-95%CI0.09;0.16), the possibility of asking questions about treatment (OR=0.37-95%CI0.24;0.58), and receiving advice during treatment (OR=0.33-95%CI0.25;0.44). Conclusion: prevalence of user dissatisfaction was low and was associated with factors related to service organization and receipt of information and support.

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Avaliação da satisfação dos usuários dos Centros de Especialidades Odontológicas da macrorregião Sudeste de Minas Gerais, 2013

Abstract: he majority of patients were satisfied with the service provided; variables not analyzed in this study, including infrastructure, human resources and management, may have influenced the differences in patient satisfaction found between the different SDCs.

Cited by 14 publications

References 12 publications

Patient satisfaction with pharmaceutical services in Brazilian primary health care

Patient satisfaction with pharmaceutical services in Brazilian primary health care

A Web-Based Tool for Monitoring and Evaluating Health Care Services: An Analysis of Centers for Dental Specialties Webpage

Fatores associados à insatisfação dos usuários dos centros de especialidades odontológicas do Brasil em 2014: estudo transversal*

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