LA SATISFACCIÓN DEL PACIENTE CON LA ATENCIÓN TÉCNICA DEL SERVICIO ODONTOLÓGICO
Abstract
La satisfacción del paciente es un elemento fundamental en la evaluación de los servicios de salud y se considera una respuesta actitudinal y de juicio de valor que el usuario construye, producto de su encuentro e interacción con el servicio. El objetivo es confrontar la atención técnica del servicio odontológico con los niveles de satisfacción percibidos y los elementos de satisfacción del cliente. El diseño de investigación fue observacional, descriptivo, transversal y prospectivo. La población de este estudio consistió en 5 grupos de 40 pacientes para igual número de clínicas de especialidad odontológica. Se observó que existe relación entre las clínicas y el grado de satisfacción de la atención técnica (p<0.05). También se observó relación entre el grado de satisfacción y la recepción del servicio como el paciente lo esperaba, la recomendación del servicio y la intención del paciente de regresar en caso de requerir otro tratamiento. (p<0.05). Así mismo se concluyó que la atención técnica está relaciona con el grado de satisfacción del paciente. Además que la atención técnica es un factor determinante de la recepción del servicio como el paciente lo esperaba, predisponentes para que recomiende el servicio y fundamentales para la intención de regresar a recibir otro tratamiento en caso de requerirlo.
Abstract
Patient satisfaction is a key element in the evaluation of health services and is considered a behavioral response and opinion of value that the user builds a product of his encounter and interaction with the service. The research design was observational, descriptive, transversal and prospective study. The study population consisted of 5 groups of 40 patients for the same number of dental specialty clinics. It was noted that there is a relationship between clinical and satisfaction of technical care (p <0.05). Also there are relationship between satisfaction and service reception and patient waiting for him, the recommendation of the service and the patient's intention to return if they require further treatment. (p <0.05). It also concluded that technical care is related to the degree of patient satisfaction. In addition to technical care is a key factor in receiving the service as expected by the patient, predisposing to recommend fundamental service and intend to return to receive further treatment in case of need.
Palabras Clave: satisfacción, servicio odontológico, atención odontología
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