Percepção do usuário quanto à saúde bucal e ao serviço público odontológico em Montes Claros - MG: avaliação da expectativa e satisfação

Abstract

This study was aimed at evaluating customers’ perception regarding oral health and public oral health service in the town of Montes Claros, in the State of Minas Gerais (Brazil). It evaluated expectations and satisfaction, respectively, at the beginning and at the end of the basic assistance provided by the Family health care program. Participants were selected randomly from a list of all adult costumers who were booked for the oral health service of the PSF in the neighborhoods of Jardim Palmeiras I, Jardim Palmeiras II and Vila Mauricéia. Having signed the consent form, the participants were interviewed both at the beginning and at the end of the oral health services. Their speeches were recorded, transcribed and submitted to content analysis. Customers related oral health to systemic healthcare, mouth care and appearance. Many of them did know neither the meaning of PSF nor the way it works. For many users, PSF favored the proximity with health care professionals, contributing to a satisfactory welcoming. There were reflections on the items universality and integrality. The community agents and the collective meetings were considered to be facilitators of the access to the oral health service. On the other hand, the great numbers of customers and the waiting time for the oral health service were considered to be limiting factors. Meeting these identified needs was the customers’ greatest expectation. However, customers also search for a more humanized relationship with the professionals, a satisfactory oral health service regarding technical aspects, with good quality and agility. They evaluated the service by expressing both their sati sfaction and dissatisfaction concerning organizational and professional aspects, and also concerning those aspects related to secondary and tertiary healthcare. Since customers identify challenges and improvements that should be taken into consideration during changing processes, listening to them and to their perceptions is fundamental in the process of healthcare evaluation.