Satisfação aos atendimentos odontológicos no SUS: a visão do usuário
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Data
2018-08-14
Autores
Claro, Juliane Marcela Guimarães [UNESP]
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Editor
Universidade Estadual Paulista (Unesp)
Resumo
O objetivo deste trabalho foi avaliar o nível de satisfação do usuário do SUS das unidades básicas de saúde (UBS) da cidade de São José dos Campos- SP, caracterizando-o segundo questionário socioeconômico e utilizando pesquisa do tipo inquérito a partir do questionário para Avaliação da Satisfação dos Usuários com Serviços Públicos de Saúde Bucal (QASSaB). Foram entrevistadas 390 pessoas de todas as UBS que possuem atendimento odontológico da cidade de São José dos Campos, numa escolha aleatória, com erro amostral de 5%, nível de confiança de 95%, distribuição mais heterogênea. Como resultado final, observou-se uma avaliação positiva nos aspectos questionados, sendo que 89,7 % dos entrevistados consideram como sendo bom o atendimento odontológico oferecido pelo sistema. Estatisticamente, observou-se o valor final de QASSaB de 3,33, numa escala de 1 a 5, sendo um o pior resultado e 5 o melhor resultado. Houve alto percentual de satisfação com o serviço de saúde oferecido nas UBS, evidenciando a avaliação positiva do usuário sobre o atendimento, o que permite concluir que a avaliação pode estar mais relacionada à humanização nos serviços do que às características sociodemográficas da população. Espera-se que os resultados apresentados no estudo possam contribuir para práticas e políticas de saúde bucal.
The objective of this paper is to evaluate user satisfaction level at the primary health care clinics in the city of São José dos Campos, state of São Paulo. This was done using Dental Health Services Quality Questionnaire (known in Brazil as QASSaB) created specifically for the Brazilian reality and validated for use with public health patient’s perception of problem resolution and quality of service provided. Three hundred and ninety patients were interviewed in all public primary health clinics in São José dos Campos providing dental and oral- health services. Interviewees were randomly selected, with a sample error of 5%, statistical confidence level of 95% and more heterogeneous distribution. We observed that all aspects of the survey were rated positively by patients. 89.7% of those surveyed evaluated the dental and oral-health services provided as good. We observed, statistically, a final result of the Dental Health Services Quality Questionnaire (known in Brazil as QASSaB) of 3.33 in a scale of 1 to 5. In this scale 1 represents the worst result and 5 the best result. The services offered at the UBS received a high satisfaction score, which demonstrates the positive evaluation of the treatment by the user. This high result allows us to conclude that the perception of quality may be more closely linked to the humanization of services than with the socio-demografics of the population.
The objective of this paper is to evaluate user satisfaction level at the primary health care clinics in the city of São José dos Campos, state of São Paulo. This was done using Dental Health Services Quality Questionnaire (known in Brazil as QASSaB) created specifically for the Brazilian reality and validated for use with public health patient’s perception of problem resolution and quality of service provided. Three hundred and ninety patients were interviewed in all public primary health clinics in São José dos Campos providing dental and oral- health services. Interviewees were randomly selected, with a sample error of 5%, statistical confidence level of 95% and more heterogeneous distribution. We observed that all aspects of the survey were rated positively by patients. 89.7% of those surveyed evaluated the dental and oral-health services provided as good. We observed, statistically, a final result of the Dental Health Services Quality Questionnaire (known in Brazil as QASSaB) of 3.33 in a scale of 1 to 5. In this scale 1 represents the worst result and 5 the best result. The services offered at the UBS received a high satisfaction score, which demonstrates the positive evaluation of the treatment by the user. This high result allows us to conclude that the perception of quality may be more closely linked to the humanization of services than with the socio-demografics of the population.
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Palavras-chave
Satisfação do usuário., SUS., Saúde bucal., Qualidade da Assistência da saúde., Public Health Services., Patient satisfaction., Oral health., Health service quality.