ABSTRACT
RESUMEN Objetivo: Determinar la satisfacción de los pacientes que recibieron un servicio odontológico en un hospital en Lima. Material y métodos: El estudio fue observacional, transversal y descriptivo. La muestra estuvo conformada por 702 pacientes. Se utilizó el instrumento SERVQUAL modificado para determinar la satisfacción del paciente. Se incluyeron pacientes mayores o igual a 18 años de edad con derecho de ser atendidos que acudieron al área odontológica. Resultados: La frecuencia de pacientes insatisfechos fue de 88,6%, siendo 622 de 702 (p=0,000). La insatisfacción fue mayor en pacientes con una edad entre 35-49 años con un 34,5% y en pacientes que acudían a diagnóstico con un 30,9%; siendo en estos casos estadísticamente significativo. Conclusiones: La mayoría de pacientes que recibieron atención en el servicio odontológico estuvieron insatisfechos con la atención.
SUMMARY Objective: To determine the satisfaction of patients who received a dental service in a hospital in Lima. Material and methods: The study was observational, cross-sectional and descriptive. The sample consisted of 702 patients. The modified SERVQUAL instrument was used to determine patient satisfaction. Patients older than or equal to 18 years of age with the right to be treated who attended the dental area were included. Results: The frequency of dissatisfied patients was 88.6%, being 622 of 702 (p = 0.000). Dissatisfaction was greater in patients aged between 35-49 years with 34.5% and in patients who went to diagnosis with 30.9%; being statistically significant in these cases. Conclusions: Most patients who received care in the dental service were dissatisfied with the care.
ABSTRACT
There is a clear reported association between social disparity and oral health, for example, between dental caries and malnutrition in children. This fact is detected in several studies, and also found amongst the Brazilian population. However, several efforts have been made to improve the quality of life of the population and to achieve the 2015 Millennium Development Goals. Oral health is a branch to be improved among these goals. The Brazilian experience has been drawing the attention of authorities, insofar as there have been direct improvements in oral health through state oral health programs, and also indirect results by improving the quality of life of the population. Included within the Brazilian oral health programs are the Family Health Program and Smiling Brazil Program. The former is a global healthcare program which involves primary oral healthcare, while the latter is a specialized oral care program. Among the social programs that would indirectly improve oral health are Family Stipend and the Edmond and Lily Safra International Institute of Neuroscience of Natal (ELS-IINN). In conclusion, although oral health problems are related to socioeconomic factors, the implementation of primary oral health programs and programs to improve the population's quality of life may directly or indirectly improve the oral health scenario. This fact is being observed in Brazil, where the oral health policies have changed, and social programs have been implemented.