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

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 Eval...

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Bibliographic Details
Published in:	Community dentistry and oral epidemiology Vol. 50; no. 1; pp. 67 - 73
Main Authors:	Silva, Naiana Braga, Martiniano, Suilane Gomes, Cardoso, Andreia Medeiros Rodrigues, Cavalcanti, Yuri Wanderley, Figueiredo, Nilcema, Padilha, Wilton Wilney Nascimento
Format:	Journal Article
Language:	English
Published:	Denmark Blackwell Publishing Ltd 01-02-2022
Subjects:	Brazil Cross-Sectional Studies dentistry, public health Education Factor analysis health care evaluation mechanisms health services research Humans Hygiene Patient Satisfaction Personal Satisfaction Specialties, Dental Statistical analysis User satisfaction Brazil patient satisfaction health services research dentistry, public health health care evaluation mechanisms
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Summary:	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.
Bibliography:	ObjectType-Article-1 SourceType-Scholarly Journals-1 ObjectType-Feature-2 content type line 23
ISSN:	0301-5661 1600-0528
DOI:	10.1111/cdoe.12718