User satisfaction with the secondary dental care services: Is there an association between structure and work process?
Autor(a) principal: | |
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Data de Publicação: | 2021 |
Outros Autores: | , , , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UFMG |
Texto Completo: | https://doi.org/10.1111/cdoe.12716 http://hdl.handle.net/1843/64395 https://orcid.org/0000-0001-6900-7559 https://orcid.org/0000-0002-0316-4591 https://orcid.org/0000-0001-9637-1911 https://orcid.org/0000-0002-4160-018X https://orcid.org/0000-0001-8391-7524 https://orcid.org/0000-0002-4659-1606 https://orcid.org/0000-0002-3390-1062 https://orcid.org/0000-0001-8897-9345 |
Resumo: | Objective 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. |
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2024-02-21T16:47:39Z2024-02-21T16:47:39Z2021-12-305012737https://doi.org/10.1111/cdoe.127161600-0528http://hdl.handle.net/1843/64395https://orcid.org/0000-0001-6900-7559https://orcid.org/0000-0002-0316-4591https://orcid.org/0000-0001-9637-1911https://orcid.org/0000-0002-4160-018Xhttps://orcid.org/0000-0001-8391-7524https://orcid.org/0000-0002-4659-1606https://orcid.org/0000-0002-3390-1062https://orcid.org/0000-0001-8897-9345Objective 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.engUniversidade Federal de Minas GeraisUFMGBrasilFAO - DEPARTAMENTO DE ODONTOLOGIA SOCIAL E PREVENTIVACommunity Dentistry and Oral EpidemiologySaúde ColetivaSaúde bucalQualidade de vidaPublic Health PolicyDental services researchQuality of careHealth services researchUser satisfaction with the secondary dental care services: Is there an association between structure and work process?info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttps://onlinelibrary.wiley.com/doi/10.1111/cdoe.12716João Henrique Lara do AmaralMara VasconcelosViviane Elisângela GomesNilcema FigueiredoAmanda Lívia LopesElisa Lopes PinheiroRaquel Conceição Ferreiraapplication/pdfinfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFMGinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGLICENSELicense.txtLicense.txttext/plain; charset=utf-82042https://repositorio.ufmg.br/bitstream/1843/64395/1/License.txtfa505098d172de0bc8864fc1287ffe22MD51ORIGINALUser satisfaction with the secondary dental care services_ Is there an association between structure and work process_.pdfUser satisfaction with the secondary dental care services_ Is there an association between structure and work process_.pdfapplication/pdf500266https://repositorio.ufmg.br/bitstream/1843/64395/2/User%20satisfaction%20with%20the%20secondary%20dental%20care%20services_%20Is%20there%20an%20association%20between%20structure%20and%20work%20process_.pdfbfade96249dc85d8758d3a1a0889388cMD521843/643952024-02-21 13:47:39.383oai:repositorio.ufmg.br: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Repositório de PublicaçõesPUBhttps://repositorio.ufmg.br/oaiopendoar:2024-02-21T16:47:39Repositório Institucional da UFMG - Universidade Federal de Minas Gerais (UFMG)false |
dc.title.pt_BR.fl_str_mv |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
title |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
spellingShingle |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? João Henrique Lara do Amaral Public Health Policy Dental services research Quality of care Health services research Saúde Coletiva Saúde bucal Qualidade de vida |
title_short |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
title_full |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
title_fullStr |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
title_full_unstemmed |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
title_sort |
User satisfaction with the secondary dental care services: Is there an association between structure and work process? |
author |
João Henrique Lara do Amaral |
author_facet |
João Henrique Lara do Amaral Mara Vasconcelos Viviane Elisângela Gomes Nilcema Figueiredo Amanda Lívia Lopes Elisa Lopes Pinheiro Raquel Conceição Ferreira |
author_role |
author |
author2 |
Mara Vasconcelos Viviane Elisângela Gomes Nilcema Figueiredo Amanda Lívia Lopes Elisa Lopes Pinheiro Raquel Conceição Ferreira |
author2_role |
author author author author author author |
dc.contributor.author.fl_str_mv |
João Henrique Lara do Amaral Mara Vasconcelos Viviane Elisângela Gomes Nilcema Figueiredo Amanda Lívia Lopes Elisa Lopes Pinheiro Raquel Conceição Ferreira |
dc.subject.por.fl_str_mv |
Public Health Policy Dental services research Quality of care Health services research |
topic |
Public Health Policy Dental services research Quality of care Health services research Saúde Coletiva Saúde bucal Qualidade de vida |
dc.subject.other.pt_BR.fl_str_mv |
Saúde Coletiva Saúde bucal Qualidade de vida |
description |
Objective 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. |
publishDate |
2021 |
dc.date.issued.fl_str_mv |
2021-12-30 |
dc.date.accessioned.fl_str_mv |
2024-02-21T16:47:39Z |
dc.date.available.fl_str_mv |
2024-02-21T16:47:39Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/1843/64395 |
dc.identifier.doi.pt_BR.fl_str_mv |
https://doi.org/10.1111/cdoe.12716 |
dc.identifier.issn.pt_BR.fl_str_mv |
1600-0528 |
dc.identifier.orcid.pt_BR.fl_str_mv |
https://orcid.org/0000-0001-6900-7559 https://orcid.org/0000-0002-0316-4591 https://orcid.org/0000-0001-9637-1911 https://orcid.org/0000-0002-4160-018X https://orcid.org/0000-0001-8391-7524 https://orcid.org/0000-0002-4659-1606 https://orcid.org/0000-0002-3390-1062 https://orcid.org/0000-0001-8897-9345 |
url |
https://doi.org/10.1111/cdoe.12716 http://hdl.handle.net/1843/64395 https://orcid.org/0000-0001-6900-7559 https://orcid.org/0000-0002-0316-4591 https://orcid.org/0000-0001-9637-1911 https://orcid.org/0000-0002-4160-018X https://orcid.org/0000-0001-8391-7524 https://orcid.org/0000-0002-4659-1606 https://orcid.org/0000-0002-3390-1062 https://orcid.org/0000-0001-8897-9345 |
identifier_str_mv |
1600-0528 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.ispartof.pt_BR.fl_str_mv |
Community Dentistry and Oral Epidemiology |
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info:eu-repo/semantics/openAccess |
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openAccess |
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Universidade Federal de Minas Gerais |
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UFMG |
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Brasil |
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FAO - DEPARTAMENTO DE ODONTOLOGIA SOCIAL E PREVENTIVA |
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Universidade Federal de Minas Gerais |
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reponame:Repositório Institucional da UFMG instname:Universidade Federal de Minas Gerais (UFMG) instacron:UFMG |
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