Satisfacción del usuario en la atención odontológica comunitaria en Reynosa, Tamaulipas

Hilda Nelly Morales-Reyes; Carlos Martinez-Vidaurri; Netzahualcoyotl Mayek-Pérez

doi:10.19136/hs.a22n2.4963

Authors

Hilda Nelly Morales-Reyes North American Mexico University AC https://orcid.org/0000-0002-8630-5467
Carlos Martínez-Vidaurri North American Mexico University AC https://orcid.org/0000-0001-6960-6287
Netzahualcoyotl Mayek-Pérez North American Mexico University https://orcid.org/0000-0001-6960-6287

DOI:

https://doi.org/10.19136/hs.a22n2.4963

Abstract

Objective: To evaluate the level of satisfaction in the care received by the users of the Dental Clinic of the Universidad México Americana del Norte (DC-UMAN) Allende.

Material and method: The study was descriptive, observational, cross-sectional, and prospective. In 2019, an opinion survey on the structure, proceedings, and results of the care, as well as bio-demographics of each patient was applied to 200 patients selected by convenience sampling.

Results: Patients aged between 21 and 60 years (71%), women (63%), married (45%), employees/housewives (57%) and a low frequency of concomitant diseases (10%) predominated. At an older age, there was a higher frequency of concomitant diseases (r=0.26; p<0.05) and satisfaction in the service (r=0.26; p<0.05); with other concomitant diseases, patient satisfaction was lower (r=-0.39; p<0.05). Patients indicated that there is more satisfaction (from 2.6 to 5.4 times) when receiving an adequate or better service. Patient satisfaction and the quality of clinic care were positively associated (p<0.05) with simple procedures, treatment by the dentist, confidence in the quality of the services received, cost-benefit ratio, punctuality in the care and effectiveness of the dental treatment received. The standardized canonical coefficients indicated a greater contribution to user satisfaction from the facilities and infrastructure of the clinic (0.479), staff attention and administrative process (0.543), dental care (0.700), trust in care and perception of the service received (0.660) and poor relationship with age (0.078), gender (0.030), marital status (-0.040), and occupation (0.065) of the patient.

Conclusion: Although the quantity and quality of the DC-UMAN service has increased and improved substantially, it is necessary to develop a continuous improvement plan to achieve total quality standards.

Key words: Dental clinics; Administrative efficiency; Community dentistry; Patient satisfaction.

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Author Biographies

Hilda Nelly Morales-Reyes, North American Mexico University AC

Auditor Public Accountant and Master's Degree in Administration and Senior Management from the Universidad México Americana del Norte. UMAN undergraduate professor from 2012 to date.
Carlos Martínez-Vidaurri, North American Mexico University AC

Dental Surgeon from the School of Dentistry of the Autonomous University of Nuevo León (1968-1973). Master's Degree in Laser Dentistry at the Institute of Advanced Dentistry of Monterrey, Nuevo León (2007-2009). Professor at the School of Dentistry at the Universidad México Americana del Norte in Reynosa, Tamaulipas from 2001 to date and Coordinator of the Dentist Surgeon degree from January 2015 to date.
Netzahualcoyotl Mayek-Pérez, North American Mexico University

Master (1995) and Doctor of Science (1999) from the College of Postgraduates. Professor at UMAN from 2016 to 2021. National Researcher level 3 of the S.N.I. (CVU 19880) and member of the Mexican Academy of Sciences. Author of more than 120 publications in indexed journals and director of more than 40 undergraduate and graduate theses.