User satisfaction with Dental Specialty Centers in Brazil: Proposal of satisfaction index and associated factors

Naiana Braga da Silva; Suilane Gomes Martiniano; Andreia Medeiros Rodrigues Cardoso; Yuri Wanderley Cavalcanti; Nilcema Figueiredo; Wilton Wilney Nascimento Padilha

doi:10.1111/cdoe.12718

User satisfaction with Dental Specialty Centers in Brazil: Proposal of satisfaction index and associated factors

Community Dent Oral Epidemiol. 2022 Feb;50(1):67-73. doi: 10.1111/cdoe.12718.

Authors

Naiana Braga da Silva¹, Suilane Gomes Martiniano², Andreia Medeiros Rodrigues Cardoso³, Yuri Wanderley Cavalcanti⁴, Nilcema Figueiredo⁵, Wilton Wilney Nascimento Padilha⁴

Affiliations

¹ UNIESP University Center, Cabedelo, PB, Brazil.
² State University of Paraiba, Araruna, PB, Brazil.
³ João Pessoa University Center, João Pessoa, PB, Brazil.
⁴ Federal University of Paraiba, João Pessoa, PB, Brazil.
⁵ Federal University of Pernambuco, Recife, PE, Brazil.

PMID: 34967966
DOI: 10.1111/cdoe.12718

Abstract

Objectives: To investigate the satisfaction of users of Dental Specialty Centers (CEO) in Brazil employing the Service Satisfaction Index (SSI) and identify associated factors.

Methods: This quantitative, evaluative, and cross-sectional study used secondary data extracted from the Second External Evaluation of the Program for the Improvement of Access and Quality of Brazilian Dental Specialty Centers (PMAQ-CEO) held in 2018 in 901 municipalities, accounting for 1097 CEO, of which 1042 were investigated. A total of 10391 users participated in the study. Considering user satisfaction as an aggregate variable, SSI was classified into two categories: Lower Satisfaction (SSI < 20) and Maximum Satisfaction (SSI = 20). Data were analyzed by descriptive and inferential statistics using the SPSS^® software. The exploratory factor analysis verified the statistical correlations between attributes and SSI.

Results: The maximum satisfaction with the service was 21.1%; factors that expressed the most significant influence on SSI were waiting time (OR = 1.17; CI 95%: 1.05-1.31), feeling that CEO has good conditions of use (OR = 7.05; CI 95%: 5.15-9.65), not wishing to be assisted at another CEO (OR = 4.17; CI 95%: 3.12-5.57), not having treatment interrupted due to lack of material (OR = 2.05; CI 95%: 1.70-2.47), age up to 40 years of users (OR = 1.31; CI 95%: 1.18-1.46) and higher education (OR = 1.30; CI 95%: 1.14-1.49).

Conclusions: SSI appropriately described the user's satisfaction with the service. The maximum satisfaction with the service was influenced by age, education, waiting time, not having treatment interrupted, and considering CEO clean and hygienic environment.

Keywords: dentistry, public health; health care evaluation mechanisms; health services research; patient satisfaction.

Publication types

Research Support, Non-U.S. Gov't

MeSH terms

Brazil
Cross-Sectional Studies
Humans
Patient Satisfaction*
Personal Satisfaction*
Specialties, Dental