Factors associated with users’ satisfaction with oral health care in Paraíba, 2014

ABSTRACT The objective of this study was to identify the factors associated with the user’s satisfaction about the provision of oral health care in the State of Paraíba. The research based on data regarding the 2nd cycle of the external evaluation of the National Program for Improving Access and Quality in Primary Care (PMAQ-AB). The responses of users who underwent dental consultations with the Oral Health Team (OHT) and of whom the service had a full record were analyzed using logistic regression. Regarding the dependent variable ‘User satisfaction’, 87% of the users (n=2,047) stated that they were satisfied with the care they receive from the OHT. Dissatisfaction was influenced by the fact that user was never or almost never guided about his/her oral health care (OR=4.27); insufficient consultation time (OR=3.38); professionals do not register the user condition in his/her medical record (OR=1.97); OHT does not operate in the afternoons (OR=1.66); dental care schedule does not meet the user needs (OR=2.86); OHT does not search for the user when either he/she interrupts the treatment or does not attend a dental appointment so to follow up and resume the service (OR=1.59). Therefore, the percentage of users satisfied with the oral health care in Paraíba is significant, being the factors that influence user satisfaction mainly associated with meeting users’ needs and work process organization.

摘要
本研究旨在识别帕拉伊巴州口腔医疗服务供给相关的用户满意度影响因素。本研究的数据来源于国家基层医疗服务可及性与质量改善计划（PMAQ-AB）第二轮外部评估的相关资料，采用逻辑回归分析法，对接受口腔健康团队（Oral Health Team, OHT）牙科诊疗且服务记录完整的用户反馈数据进行分析。
以“用户满意度”为因变量时，共2047名用户中有87%表示对口腔健康团队提供的诊疗服务感到满意。用户不满意的影响因素包括：从未或几乎未获得口腔健康指导（比值比Odds Ratio, OR=4.27）、诊疗时长不足（OR=3.38）、医护人员未将用户病情记录至其个人病历中（OR=1.97）、口腔健康团队未在下午开设服务（OR=1.66）、牙科诊疗排班无法满足用户需求（OR=2.86）、当用户中断治疗或未赴牙科预约时，口腔健康团队未主动联系用户以跟进服务并恢复诊疗（OR=1.59）。
综上，帕拉伊巴州口腔医疗服务的用户满意度占比可观，影响用户满意度的核心因素主要与满足用户需求及服务流程组织密切相关。