User satisfaction with the secondary dental care services: Is there an association between structure and work process?

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dc.creatorJoão Henrique Lara do Amaral
dc.creatorMara Vasconcelos
dc.creatorViviane Elisângela Gomes
dc.creatorNilcema Figueiredo
dc.creatorAmanda Lívia Lopes
dc.creatorElisa Lopes Pinheiro
dc.creatorRaquel Conceição Ferreira
dc.date.accessioned2024-02-21T16:47:39Z
dc.date.accessioned2025-09-09T00:43:45Z
dc.date.available2024-02-21T16:47:39Z
dc.date.issued2021-12-30
dc.format.mimetypepdf
dc.identifier.doihttps://doi.org/10.1111/cdoe.12716
dc.identifier.issn1600-0528
dc.identifier.urihttps://hdl.handle.net/1843/64395
dc.languageeng
dc.publisherUniversidade Federal de Minas Gerais
dc.relation.ispartofCommunity Dentistry and Oral Epidemiology
dc.rightsAcesso Aberto
dc.subjectSaúde Coletiva
dc.subjectSaúde bucal
dc.subjectQualidade de vida
dc.subject.otherPublic Health Policy
dc.subject.otherDental services research
dc.subject.otherQuality of care
dc.subject.otherHealth services research
dc.titleUser satisfaction with the secondary dental care services: Is there an association between structure and work process?
dc.typeArtigo de periódico
local.citation.epage37
local.citation.issue1
local.citation.spage27
local.citation.volume50
local.description.resumoObjective To assess the association between user satisfaction in relation to secondary dental care services and the structure and process of Brazilian Dental Specialty Centers (CEO, in Portuguese). Methods This study used nationwide secondary data from two CEO evaluation cycles. Ten users from each CEO answered questions on the self-perception of healthcare quality and satisfaction with health services. Latent class analysis (LCA) was performed to identify subgroups of satisfied and dissatisfied users (outcome). The CEO structure included equipment, supplies, instruments, ambience and type of CEO (type I, II or III, according to the number of dental chairs and dental professionals). The work process referred to the planning/monitoring of actions, collaborative care, characteristics of the demand for medical care /the organization of scheduling, and continuing education for employees. Covariables concerned user profiles. A multilevel logistic regression model was used (p-value <.05). Results Seven thousand nine hundred and ninety-seven users in 794 CEOs, together with 10056 users in 911 CEOs, participated in the 1st and 2nd evaluation cycles, and satisfied users corresponded to 85.3% and 87.1%, respectively. In both cycles, the CEO’s structural characteristics explained most of the variance in satisfaction. CEOs with more favourable structural characteristics showed higher satisfaction. Users from CEOs, type II and III, and those who received dental care where there was an interruption of services due to a lack of equipment or instruments reported a lower level of satisfaction. CEOs that organize their demand through referrals received from primary care dentists who have participated in continuing education actions for dental professionals presented a higher frequency of satisfied users. Conclusions Characteristics of the process and structure were associated with user satisfaction, but a quality of care was perceived by users, mainly due to structural characteristics.
local.identifier.orcidhttps://orcid.org/0000-0001-6900-7559
local.identifier.orcidhttps://orcid.org/0000-0002-0316-4591
local.identifier.orcidhttps://orcid.org/0000-0001-9637-1911
local.identifier.orcidhttps://orcid.org/0000-0002-4160-018X
local.identifier.orcidhttps://orcid.org/0000-0001-8391-7524
local.identifier.orcidhttps://orcid.org/0000-0002-4659-1606
local.identifier.orcidhttps://orcid.org/0000-0002-3390-1062
local.identifier.orcidhttps://orcid.org/0000-0001-8897-9345
local.publisher.countryBrasil
local.publisher.departmentFAO - DEPARTAMENTO DE ODONTOLOGIA SOCIAL E PREVENTIVA
local.publisher.initialsUFMG
local.url.externahttps://onlinelibrary.wiley.com/doi/10.1111/cdoe.12716

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