Qualification of care in oral health services

Abstract Introduction This study aimed to analyze the quality of care in oral health services regarding its responsiveness to users’ needs. Methodology This cross-sectional and quantitative study included users of the public dental service in the context of Primary Health Care (PHC) in municipalities of three different Brazilian states (n = 1312). Data collection occurred through interviews within health facilities. The study included 15 variables related to the reception process, which were preliminarily analyzed with chi-square tests. The variables associated with the outcome 'responsiveness to users’ needs' were analyzed through logistic regression and feature selection test. Results Negative assessments of full attention to users’ needs were significantly associated with: care provided by the dental surgeon and staff; willingness to discuss doubts, concerns and oral health problems; initial receptivity in the PHC dental service; and provision of information on oral health in the PHC. The other variables were not significantly associated with the outcome variable after the feature selection test. Conclusion the quality of reception in oral health services is significantly related to the humanization of care, responsiveness of dentists and staff and the processes of listening and providing guidance.