Satisfaction in specialized dental care for military patients during COVID-19

Authors

Keywords:

dental services, patient satisfaction, SERVQUAL, COVID-19.

Abstract

Introduction: The COVID-19 pandemic has generated a transformation in the provision of health services worldwide, dental services have not been oblivious to this, knowing if the patient's needs are met is important because it will improve quality of patient care.
Objective: To determine satisfaction in military patients who received specialized dental care in the context of the COVID-19 pandemic.
Methods: The study was cross-sectional, the sample was 394 military patients who received specialized stomatological care in the Stomatology Department of the Central Military Hospital during the months of August to October 2021, the modified SERVQUAL Questionnaire was applied and a descriptive analysis was performed and bivariate (chi squared).
Results: The overall satisfaction of the military patients was 82,49 %, of the dimensions evaluated, the one that obtained the greatest satisfaction was empathy (84,77 %), followed by safety (84,01 %), reliability (73,60 %), responsiveness (64,97 %) and tangible elements (44,67 %).
Conclusions: The level of total satisfaction corresponds to the "acceptable" level of satisfaction, the empathy dimension being the one that presented the greatest satisfaction, in addition, the significant association between total satisfaction and the variables sex, age, level of instruction, unit of study was established reference, military rank, employment status and customer service.

Downloads

Download data is not yet available.

References

1. Amorim L, Senna M, Alencar G, Rodriguez L, de Paula J, Ferreira R. Correction to: User satisfaction with public oral health services in the Brazilian Unified Health System. BMC Oral Health. 2019; 19(1).221. DOI: 10.1186/s12903-019-0911-5

2. Pérez V, Maciá M, González V. User satisfaction in 2 hospitals with different management models. J Health Qual Res. 2018; 33(6).334-42. DOI: 10.1016/j.jhqr.2018.07.005

3. Pacheco-Pereira C, Brandelli J, Flores-Mir C. Patient satisfaction and quality of life changes after Invisalign treatment. Am J Orthod Dentofacial Orthop. 2018; 153: 834-41. DOI: 10.1016/j.ajodo.2017.10.023

4. Macarevich A, PilottoL, Hilgert J, Celeste R. User satisfaction with public and private dental services for different age groups in Brazil. Cad. Saúde Pública; 2018; 34(2): e00110716. DOI: 10.1590/0102-311X00110716

5. Emami E, Kadoch N, Homayounfar S, Harnagea H, Dupont P, Giraudeau N, et al. Patient satisfaction with E-Oral Health care in rural and remote settings: a systematic review protocol. Systematic Reviews. 2017; 6(1):174. DOI: 10.1186/s13643-017-0550-3

6. Donabedian A. The quality of care. How can it be assessed? JAMA. 1988; 260(12):1743-8. DOI: 10.1001/jama.260.12.1743

7. Ministerio de Salud del Perú (MINSA). Guía Técnica para la Evaluación de la Satisfacción del Usuario Externo en los Establecimientos de Salud y Servicios Médicos de Apoyo R.M. N° 527- 2011/MINSA. Gob-pe. Lima; 2012. [acceso:18/04/2021]. Disponible en: http://bvs.minsa.gob.pe/local/minsa/2252.pdf

8. Riaz A, Sughra U. Measurement of Service Quality Gaps in Dental Services using SERVQUAL in Public Hospitals of Rawalpindi. Pak J Med Sci. 2021; 37(3): 751-6. DOI: 10.12669 / pjms.37.3.3436.

9. Organización Mundial de la Salud (OMS). Salud bucodental. Ginebra; 2020. [acceso: 05/05/2021]. Disponible en: https://www.who.int/es/news-room/fact-sheets/detail/oral-health

10. Ministerio de Salud del Perú (MINSA). Directiva sanitaria N°100/MINSA/2020/DGIESP. Manejo de la Atención Estomatológica en el contexto de la pandemia por Covid-19. Lima; 2020 [acceso:15/04/2021]. Disponible en: https://cdn.www.gob.pe/uploads/document/file/716209/DIRECTIVA_SANITA-RIA_N_100-MINSA-2020-DGIESP.pdf

11. Ministerio de Salud del Perú (MINSA). Resolución Ministerial N° 456-2020-MINSA, que aprueba la Norma Técnica de Salud N° 161-MINSA/2020/DGAIN, Norma Técnica de Salud para el uso de los Equipos de Protección Personal por los trabajadores de las Instituciones Prestadoras de Servicios de Salud. Gob-pe. Lima; 2020 [acceso: 27/12/2021]. Disponible en: https://www.gob.pe/institucion/minsa/normas-legales/783241-456-2020-minsa

12. Appireddy R, Jalini S, Shukla G, Boissé Lomax L. Tackling the Burden of Neurological Diseases in Canada with Virtual Care During the COVID-19 Pandemic and Beyond. Can J Neurol Sci. 2020; 47(5): 594-97. DOI: 10.1017/cjn.2020.92

13. Bokolo A. Application of telemedicine and eHealth technology for clinical services in response to COVID‑19 pandemic. Health Technol (Berl). 2021; 14:1-8. DOI: 10.1007/s12553-020-00516-4

14. Ministerio de Defensa (MINDEF). Hospital Militar Central. Lima. Telematica - Hospital Militar Central c1958-2021; 2021 [acceso: 29/12/2021]. Disponible en: http://hmc.ejercito.mil.pe/?fbclid=IwAR0kMn_TlmnyosThlPi4R89DrMAxyajbmrx6nLhu-bg2YEIVEnR8zSgyRn0

15. Dopeykar N, Bahadori M, Mehdizadeh P, Ravangard R, Salesi M, Hosseini S. Assessing the quality of dental services using SERVQUAL model. Dent Res J (Isfahan). 2018 [acceso: 29/12/2021]; 15(6): 430-36. Disponible en: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6243813/

16. Lara-Alvarez J, Hermoza-Moquillaza R, Arellano-Sacramento C. Satisfacción de los pacientes ante la atención odontológica recibida en un hospital en Lima. Rev. Estomatol. Herediana. 2020 [acceso: 29/12/2021]; 30(3): 145-52. Disponible en: http://www.scielo.org.pe/scielo.php?script=sci_arttext&pid=S1019-43552020000300145&lng=es

17. Damacena F, Batista T, Ayres L, Zandonade E, Sampaio K. Obesity prevalence in Brazilian firefighters and the association of central obesity with personal, occupational and cardiovascular risk factors: a cross-sectional study. BMJ Open. 2020 [acceso: 28/12/2021]; 10(3): e032933. Disponible en: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7069316/

18. Ministerio de Defensa (MINDEF). Escuela Militar de Chorrillos (EMCH)-Coronel Francisco Bolognesi. Lima. Servicio de Telematica - EMCH-CFB, c1990-2021; 2021. [acceso: 30/12/2021] Disponible en: https://www.escuelamilitar.edu.pe/

19. Ministerio de Defensa (MINDEF). Escuela Técnica del Ejército (ETE). Lima. Servicio de Telematica - ETE-, c1974-2021; 2021. [acceso: 30/12/2021]. Disponible en: https://www.ete.edu.pe/

20. Ministerio de Defensa (MINDEF). Ejercito del Perú. Gob-pe. Lima; 2021 [acceso: 28/12/2021]. Disponible en https://www.gob.pe/ejercito

21. Ministerio de Salud del Perú (MINSA). Categorías de establecimientos del sector salud (NT Nº 021-MINSA/DGSP V.01). Gob-pe. Lima; 2005 [acceso: 28/12/2021]. Disponible en: https://www.gob.pe/institucion/minsa/informes-publicaciones/352897-categorias-de-establecimientos-del-sector-salud-nt-n-021-minsa-dgsp-v-01

22. Ministerio de Salud del Perú (MINSA). Decreto Supremo N° 009-2013-SA. Aprueba el Reglamento del Residentado Odontológico Gob-pe. Lima; 2013 [acceso: 28/12/2021]. Disponible en: https://www.gob.pe/institucion/minsa/normas-legales/240242-009-2013-sa

23. Hernández-Vásquez A, Rojas-Roque C, Prado-Galbarro F, Bendezu-Quispe G. Satisfacción del usuario externo con la atención en establecimientos del Ministerio de Salud de Perú y sus factores asociados. Rev. Perú. Med. Exp. Salud Pública. 2019 [acceso: 03/01/2022]; 36(4): 620-8. Disponible en: http://dx.doi.org/10.17843/rpmesp.2019.364.4515

Downloads

Published

2022-03-14

How to Cite

1.
Amau Chiroque JM, León Manco RA, Ticona Zela RJ, Estrada Chiroque LM. Satisfaction in specialized dental care for military patients during COVID-19. Rev Cubana Med Milit [Internet]. 2022 Mar. 14 [cited 2025 Mar. 13];51(1):e02201824. Available from: https://revmedmilitar.sld.cu/index.php/mil/article/view/1824

Issue

Vol. 51 No. 1 (2022): January - March

Section

Research Article

License

Authors who have publications with this Journal accept the following terms:

  • The authors will retain their copyright and guarantee the Journal the right of first publication of their work, which will simultaneously be subject to the Creative Commons Attribution License. The content presented here can be shared, copied and redistributed in any medium or format; Can be adapted, remixed, transformed or created from the material, using the following terms: Attribution (giving appropriate credit to the work, providing a link to the license, and indicating if changes have been made); non-commercial (you cannot use the material for commercial purposes) and share-alike (if you remix, transform or create new material from this work, you can distribute your contribution as long as you use the same license as the original work).
  • The authors may adopt other non-exclusive license agreements for the distribution of the published version of the work (for example: depositing it in an institutional electronic archive or publishing it in a monographic volume) as long as the initial publication in this Journal is indicated.
  • Authors are allowed and recommended to disseminate their work through the Internet (e.g., in institutional electronic archives or on their website) before and during the submission process, which can produce interesting exchanges and increase citations. of the published work.