Análisis de la calidad de atención en salud bucodental y su relación con la satisfacción de los pacientes de la clínica de cirugía de la Facultad Piloto de Odontología de la Universidad de Guayaquil.

Abstract

The quality of care in dental services incorporates the analysis of the perception of users within the evaluation of health schemes. In fact, this study aims to verify the relationship between patient satisfaction and the quality of dental care provided in the surgery clinic of the Pilot School of Dentistry of the University of Guayaquil. To do this, in the descriptive and analytical study, the determined sample had 118 patients who attended dental surgery at the surgery clinic. The situational diagnosis was possible through tabulation and correlational analysis of the results obtained, which revealed the three main critical points of the quality of care provided in the clinic that generated dissatisfaction in patients. The applied survey was carried out through the SERVQUAL questionnaire, based on quality, based on the patient's expectation - perception, determined by the difference between what was expected and what he received during the care, which reflected the 41.10% demonstration of dissatisfaction in relation to the tangible elements, 42.42% of students' lack of responsiveness and 45.42% of failures in the reliability of the service provided. Therefore, given the deficiencies of the service, an intervention strategy is proposed to improve the care of the dental service of the clinic, focused on processes of continuous improvement of quality management, infrastructure improvement, equipment implementation, indicators of continuous monitoring and training of students.