Effect of Quality of Dental Health Services to Patient Satisfaction in Indonesia 2019: Importance-Performance Analysis

ABSTRACT Objective: To determine the effect of the quality of dental health services based on dimensions of empathy and responsiveness to patient satisfaction in urban and rural areas in Bone District, Indonesia. Material and Methods: This survey used an analytical observational method with a pilot pathfinder survey design. The total of participants included in this survey was 442, with 223 in the urban area and 219 in the rural area. This survey was held on 25 February - 1 March 2019. The Mann-Whitney test was applied, adopting a significance level of 5%. Results: Empathy and responsive dimensions in urban (3.58 ± 0.94 and 3.50 ± 0.94) and rural (3.43 ± 0.99 and 3.63 ± 0.86) areas were in the moderate category. The administration staff was able to complete administrative procedures, and the Dental assistant responded promptly to the patient's request and needs. Conclusion: The quality of empathy and responsiveness dimensions in dental treatment fall in the moderate category for urban and rural areas; this means that empathy and responsiveness dimensions in dental service in hospital/public health need to be improved.

Evaluación del desempeño de las auxiliares de odontología por empleadores / Performance evaluation of dental assistants by employers

Este estudio de carácter descriptivo, se realizó acerca del desempeño de auxiliares de odontología certificadas por la Universidad del Valle, en los años 1991, 1992 y 1993 de las categorias auxiliar de consultorio dental y auxiliar de higiene oral. Constituyeron la muestra cincuenta y dos auxiliares de un total de noventa egresadas. Para el análisis de la información, se tomó en cuenta, el concepto emitido sobre estas auxiliares por los odontólogos y directivos de las entidades públicas y privadas ubicadas en Cali. Se aplicaron dos instrumentos, uno fue autodiligenciado por los odontólogos y el otro se aplicó a directivos mediante una entrevista personal. Los resultados muestran que el concepto sobre conocimientos, destrezas y calidad humana de las auxiliares en la mayoria de los casos fué favorable. Estos resultados permitirán proponer cambios en los programas vigentes de auxiliares de la Escuela de Odontología y para programar cursos de educación permanente.

This descriptive study is about the achievement of the dental auxiliaries who graduated from the University of Valley of Cali. These dental assistants studied to be either auxiliaries in dental clinics and auxiliaries of oral hygiene in 1991, 1992 and 119. The sample consisted of the information about 52 dental assistants. To analyze the data, two facts were taken into account: the regard expressed by the dentists about their assistants and the regard expressed by the administrators on the same assistants. These assistants, the dentist and the administrators work in public institutions and private dental clinics in Cali. Two kinds of instruments were used to get the information. These first one consisted of a written questionnaire which was filled out by the dentists and the second was an oral questionnaire answered by the administrators. The results showed favorable approbation which involved good knowledge, skills and human quality. The results will help to propose changes to improve the present programs for dental assistants. Moreover, they will contribute in the design of new courses for the current and continous training.