Factors related to the dissatisfaction of users of specialized dental care centers in Brazil in 2014: a cross-sectional study

Andrade, Fabíola Bof de; Pinto, Rafaela da Silveira

doi:10.5123/S1679-49742020000300002

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Sumário

Original articles • Epidemiol. Serv. Saúde 29 (3) • 2020 • https://doi.org/10.5123/S1679-49742020000300002 linkcopy

Factors related to the dissatisfaction of users of specialized dental care centers in Brazil in 2014: a cross-sectional study^*

Authorship SCIMAGO INSTITUTIONS RANKINGS

Objective to evaluate factors related to the dissatisfaction of users of the specialized dental care centers (CEO) in Brazil.

Methods this was a cross-sectional study with data from the Dental Specialty Center Access and Quality Improvement Program; the study was conducted in 2014 and included a non-probabilistic sample of users; those who answered that the service received was regular, poor or very poor were classified as dissatisfied.

Results a total of 8,730 users were included, 4.8% reported dissatisfaction; longer time taken to get to the service (OR=1.38 – 95%CI1.10;1.74), and longer waiting time until treatment (OR=1.37 – 95%CI1.07;1.75), were positively associated with dissatisfaction, whereas negative association was found with attention received (OR=0.12 – 95%CI0.09;0.16), the possibility of asking questions about treatment (OR=0.37 – 95%CI0.24;0.58), and receiving advice during treatment (OR=0.33 – 95%CI0.25;0.44).

Conclusion prevalence of user dissatisfaction was low and was associated with factors related to service organization and receipt of information and support.

Patient Satisfaction; Oral Health; Secondary Care; Specialties, Dental; Cross-Sectional Studies

Variables	Total sample % (95%CI)^a	Dissatisfied % (95%CI)^a
Sociodemographic
Sex
Male	30.1(29.1;31.0)	5.2(3.3;4.8)
Female	69.9(69.0;70.9)	4.0(4.6;5.7)
Age (in years)
18; 39	48.9(47.8;49.9)	5.9(5.2;6.6)
40; 64	42.9(41.9;44.0)	4.1(3.5;4.8)
≥65	8.2(7.7;8.8)	2.2(1.4;3.6)
Schooling
Incomplete elementary education	37.5(36.5;38.5)	4.3(3.6;5.0)
Incomplete high school education	21.1(20.3;22.0)	5.3(4.4;6.4)
Incomplete higher education	34.8(33.8;35.8)	5.2(4.5;6.1)
Complete higher education or more	6.6(6.1;7.2)	3.6(2.4;5.5)
Brazilian macro-region
North	5.5(5.1;6.0)	9.3(7.1;12.3)
Northeast	38.2(37.2;39.3)	6.6(5.8;7.5)
Southeast	37.2(36.2;38.2)	3.2(2.6;3.8)
South	12.7(12.0;13.4)	2.4(1.6;3.5)
Midwest	6.3(5.8;6.8)	4.3(2.9;6.3)
Service organization
Time taken to get to the service
Up to 20 minutes	59.3(58.2;60.3)	4.0(3.5;4.6)
21 minutes or more	40.7(39.7;41.8)	5.9(5.1;6.7)
Waiting time until starting treatment
Up to one month	70.9(69.9;71.8)	4.0(3.5;4.5)
One month or more	29.1(28.2;30.1)	6.8(5.9;7.8)
Care provided at a scheduled time (appointment)
No	52.7(51.7;53.8)	6.5(5.8;7.2)
Yes	47.3(46.2;48.3)	2.9(2.5;3.5)
Attention received
Poor	4.9(4.5;5.4)	3.8(3.4;4.3)
Good	95.1(94.6;95.5)	3.1(2.7;3.5)
Information and support
Explanation about treatment during consultation
No	11.8(11.2;12.5)	15.3(13.3;17.6)
Yes	88.2(87.5;88.9)	3.4(3.0;3.8)
Advice during treatment
No	10.6(10.0;11.3)	13.0(11.0;15.3)
Yes	89.4(88.7;90.0)	3.8(3.4;4.3)
Questions answered
No	2.5(2.2;2.9)	28.4(22.9;34.7)
Yes	42.5(41.5;43.6)	3.4(2.9;4.1)
Had no questions	55.0(53.9;56.0)	4.7(4.2;5.4)
Service structure
Assessment of facilities
Good	81.4(80.5;82.2)	1.8(1.6;2.2)
Poor	18.6(17.8;19.5)	17.7(15.9;19.6)

Variables	Crude analysis		Adjusted analysis
Variables	OR (95%CI)^a	p-value^b	OR (95%CI)^a	p-value^b
Sociodemographic
Sex		0.021		0.761
Male	1.00		1.00
Female	1.31(1.04;1.64)		1.04(0.80;1.36)
Age (in years)		<0.001		0.237
18-39	1.00		1.00
40-64	0.69(0.56;0.85)		0.86(0.68;1.09)
≥65	0.37(0.22;0.61)		0.67(0.38;1.18)
Schooling		0.138
Incomplete elementary	1.00
Incomplete high school	1.24(0.95;1.61)		-
Incomplete higher education	1.22(0.96;1.53)		-
Complete higher education	0.83(0.52;1.32)		-
Brazilian macro-region		<0.001		0.002
North	1.00		1.00
Northeast	0.67(0.48;0.94)		0.77(0.52;1.14)
Southeast	0.32(0.22;0.46)		0.56(0.36;0.86)
South	0.22(0.13;0.36)		0.40(0.23;0.71)
Midwest	0.41(0.25;0.69)		0.42(0.23;0.77)
Service organization				0.162
		<0.001
No	1.00		1.00
Yes	0.42(0.34;0.53)		0.82(0.62;1.08)
Time taken to get to the service		<0.001		0.006
Up to 20 minutes	1.00
21 minutes or more	1.51(1.24;1.84)		1.38(1.10;1.74)
Waiting time until starting treatment		<0.001		0.011
Up to one month	1.00		1.00
One month or more	1.72(1.41;2.10)		1.37(1.07;1.75)
Attention received		<0.001		<0.001
Poor	1.00		1.00
Good	0.05(0.04;0.06)		0.12(0.09;0.16)
Information and support
Questions answered		<0.001		<0.001
No	1.00		1.00
Yes	0.09(0.07;0.13)		0.37(0.24;0.58)
Had no questions	0.13(0.09;0.18)		0.41(0.27;0.63)
Advice during treatment		<0.001		0.095
No	1.00		1.00
Yes	0.27(0.22;0.34)		0.77(0.56;1.05)
Explanation about treatment during consultation		<0.001		<0.001
No	1.00		1.00
Yes	0.19(0.16;0.24)		0,33(0.25;0.44)
Service structure
Assessment of facilities		<0.001		<0.001
Good	1.00		1.00
Poor	11.50(9.28;14.25)		6.94(5.49;8.77)

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[TFN1001] a) 95%CI: 95% confidence interval.

Factors related to the dissatisfaction of users of specialized dental care centers in Brazil in 2014: a cross-sectional study*

Factors related to the dissatisfaction of users of specialized dental care centers in Brazil in 2014: a cross-sectional study^*