Evaluation of the quality of service for clients of dental radiology clinics: a vision of the businessman

• Autor(a) principal: Caixeiro, Igor Mendes
• Data de Publicação: 2019
• Outros Autores: Mauad, Letícia Queiroz, Devito, Karina Lopes
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: HU Revista (Online)
• Texto Completo: https://periodicos.ufjf.br/index.php/hurevista/article/view/25670
• topic: Radiology; Quality control; Health services; Radiologia; Controle de qualidade; Serviços de saúde.

Introduction: Radiology clinics are providers of dental imaging services and their owners should be concerned about the quality of the services provided. Objective: To evaluate, through the perception of the businessman, the quality of service provided to the clients of the dental radiology clinics of the city of Juiz de Fora (Minas Gerais, Brazil). Material and Methods: A structured questionnaire was developed to evaluate the self-perception of the businessman regarding the quality of service. This instrument had 24 issues, including the following topics: general data, infrastructure, human resources, biosafety and radioprotection, logistics, marketing strategy and customer assessment. Results: About 90% of the clinics accepted to answer the questionnaire. It can be observed that the market time of the clinics is quite variable (one to 27 years) and, in relation to the training of their managers, only two (25%) were administrators. When questioned about whether their attendants received some type of training, six (75%) clinics answered yes, but it was only internal training. Six (75%) clinics stated that the patients waited for a maximum of 10 minutes to be attended and that they had complied with the deadline for the examinations and awards. In relation to marketing, telephone contact, internet and social networks were the most frequent strategies of participating clinics. Conclusion: It can be concluded that radiology clinics are generally managed by professionals with no graduation in administrative field, but concerned about service quality.