Avaliação da qualidade do serviço odontológico do Sistema Único de Saúde - SUS pelo usuário

• Autor(a) principal: Rós, Denise de Toledo [UNESP]
• Data de Publicação: 2015
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Repositório Institucional da UNESP
• Texto Completo: http://hdl.handle.net/11449/155148; http://www.athena.biblioteca.unesp.br/exlibris/bd/capelo/2017-02-24/000879425.pdf
• topic: Sistema Único de Saúde (Brasil); Atenção primária à saúde; Saúde bucal; Satisfação do paciente; Assistência odontológica; Primary health care

Understanding the aspects that involve the satisfaction of users of health services allows a broader and more accurate assessment of its evaluation, becoming the main benefit for the organization and planning of the service. In particular in dental sector the practice of user-centered evaluation has not been realized as yet a reality in many services. In this sense, the objective of this study was to analyze the satisfaction, resolubility and user's knowledge regarding the oral health services provided in SUS in the city of Araçatuba-SP. It is a cross-sectional survey, survey type, whose study population was consisted of dental users of SUS service (n = 461), including those who were under treatment and, preferably, those who have completed the service user experience dental. The technique used for data collection was standardized interpersonal interview in the waiting room of the Health Units, using an adapted form of the National Program Evaluation Health Service (PNASS) and Access and Quality Improvement Program (PMAQ ). For processing the data we used the statistical software Epi Info version 7.1.4. The sample consisted of 70.5% of female users, 57.0% single, earning 1-2 minimum wages (49.2%), and incomplete secondary education (39.3%). The main reason for the demand for the service was the dental treatment (50.7%). Of the total respondents, 75.3% said they had all their oral health problems resolved at the Health Unit and 76.2% were satisfied with the service provided. Among the respondents, 76.4% did not know where to complain, unknown the ombudsman system SUS, and among users who have some kind of complaint or suggestion service, 42.8% had some return. The satisfaction was associated with the perception of the resolubility of service (p <0.0001) and low income (p <0.0002). Low-income...