User satisfaction with dental services and associated factors in Acapulco, Mexico
Keywords:
patient satisfaction, public services, oral health.Abstract
Introduction: measurement of user satisfaction levels is an essential aspect of the quality evaluation of dental services.
Objective: estimate the frequency of satisfaction and associated factors among users of dental services in a health area of Guerrero, Mexico.
Methods: a analytical cross-sectional study was conducted of a sample of 493 users of dental services aged over 18 years who answered a structured questionnaire containing 51 questions after receiving dental care. Data were obtained about sociodemographics, satisfaction (variable result) and perception of the dental service received.
Results: two variables had an effect on user satisfaction: attitude of the dentist and the nurse. The strongest association (OR 7.37, cl CI 95 %; 3.73-35.78, RD 0.4827 with cl CI 95 %; 0.3332-0.6322, gain 26/1 000) and gain were found in the variable attitude of the dentist. Three variables had an effect on user expectations: attitude of the dentist, comfort in the waiting room and comfort of the dental chair. The strongest association (OR 8.54, cl CI 95 %; 2.43-30.15) was found in the variable attitude of the dentist. The greatest gain was obtained by comfort of the dental chair (RD 0.2924, cl CI 95 %; 0.1894-0.3855, gain 63/1 000). Satisfaction with the service received was found to be high (88 %, 434/493). Fulfillment of user expectation was 59 % (285/484).
Conclusion: authorities should implement actions aimed at improving the attitude of health personnel toward patients, with a view to raising the level of user satisfaction with dental services. Improvement in the attitude of dental care personnel, dentist and nurse, toward patients should be included in programs for the continued development of these services.
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