Satisfacción del paciente en el uso de los servicios dentales Scoping review de los factores determinantes de esta época

Contenido principal del artículo

Diana Alí Martínez-Piña
Micaela Ayala-Picazo
Alejandro Villatoro-Martínez

Resumen

Introducción: incorporar la satisfacción del paciente como el objetivo principal de las organizaciones de la salud es cada vez más importante, pues es el pilar del crecimiento profesional del dentista, además resulta en un alto impacto en la consulta odontológica. El propósito de este trabajo es conocer la importancia de la satisfacción del paciente en la atención dental y actualizar los factores que la determinan.


Métodos: este estudio se llevó a cabo mediante una scoping review, se seleccionaron palabras clave y se definieron las bases de datos y estrategias de búsqueda, así como los criterios de inclusión y exclusión, por último se realizó la extracción de datos con la herramienta seleccionada.


Resultados: se incluyeron 31 artículos de 19 países, el 90.32% considera los factores interpersonales del dentista dentro de las principales variables, el 51.61% corresponde a la calidad del tratamiento, 48.38% a la conveniencia, 45.16% a las relaciones interpersonales del personal, 41.93% al manejo del dolor, 32.25% a las facilidades y el 29.03% se refiere a los costos.


Conclusiones: la satisfacción de la atención dental se sustenta en los factores que el paciente percibe en el transcurso de sus consultas, los factores que se desarrollaron en la década de los 80 siguen siendo vigentes, las relaciones interpersonales del dentista es el principal factor a considerar y dentro de ellas la comunicación, además de poco tiempo de espera, buen manejo del dolor y, finalmente, un pago justo acorde con el beneficio obtenido.

Detalles del artículo

Cómo citar
Martínez-PiñaD. A., Ayala-PicazoM., & Villatoro-MartínezA. (2019). Satisfacción del paciente en el uso de los servicios dentales: Scoping review de los factores determinantes de esta época. Revista Nacional De Odontología, 16(1), 1-18. https://doi.org/10.16925/2357-4607.2020.01.03
Sección
Artículos de investigación

Citas

1. Kitapci O, Akdogan C, Dortyol I. The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions and Word-of-Mouth Communication in the Public Healthcare Industry; Procedia Soc Behav Sci. 2014; 148: 161-169
2. Seunghae L. Evaluating Serviceability of Healthcare Service Scapes: Service Design Perspective. Ijdesign, 2011; 5(2): 61-67.
3. Newsome P, and Wright G. A Review of Patient Satisfaction: 1. Concepts of Satisfaction, Br. Dent. J , 1999; 186 (4): 161-165.
4. Sarrazola-Moncada ÁM, Castaño-Tabares ME, Sánchez-Upegui A, García-Moreno MA, Arévalo M, Peláez Y. Satisfacción de los pacientes atendidos en una clínica odontológica de la Universidad Cooperativa de Colombia. RevNacOdontol. 2016; 12(23): 57-62. https://doi.org/10.16925/od.v12i23.1378
5. Newsome P, Wright GA Review of Patient Satisfaction: 2. Dental Patient Satisfaction: An Appraisal of Recent Literature; British Dental Journal; 1999; 186 (4): 166-170.
6. Labry AO. Más allá de las revisiones sistemáticas. Boletín Psicoevidencias. 2016;(44): 2254-4046.
7. Haydar S, Osman H. Patient Satisfaction in Dental Outpatient Clinics in Turkey. Croat Med J. 2004; 45(5): 651-654.
8. Shouten BC, Hoogstraten J, Eijkman MAJ. Patient Participation During Dental Consultations: the Influence of Patients’ Characteristics and Dentists’ Behavior. Community Dent. Oral Epidemiol. 2003; 31(0301): 368-77.
9. Cohen, L. A, Harris, S. L. Low-Income and Minority Patient Satisfaction with Visits to Emergency Departments and Physician Offices for Dental Problems. J Am Coll Dent. 2010; 76(3): 2
10. Dewi FD, Sudjana G, Oesman YM. Patient Satisfaction Analysis on Service Quality of Dental Health Care Based on Empathy and Responsiveness . Dent Res J. 2011; 8(4): 172-177. https://doi.org/10.4103/1735-3327.86032
11. Jumana K, Mahmoud K, Khaled Q, Firas AM. Relationship Between Patients’ Oral Health - Related Quality of Life, Satisfaction with Dentition, and Personality Profiles. JCDP. 2009;10(6): 1-16.
12. Riley, J.L, Gordan , V, Rindal , D.B. Components of patient satisfaction with a dental restorative visit: results from The Dental Practice - Based Research Network . J Am Dent Assoc. 2012; 142(9): 1002-1010.
13. Karydis A, Komboli M. Expectations and Perceptions of Greek Patient Regarding the Quality of Dental Health Care. Int J Qual Health C. 2001; 13 (5): 409-416.
14. Keller S, Martin GC, Evensen CT. The Development and Testing of a Survey Instrument for Benchmarking Dental Plan Performance Using Insured Patients’ Experiences as a Gauge of Dental Care Quality. J Am Dent Assoc. 2009; 140(0): 229-237.
15. Pei, P, Mei, M.C, Ning, J.Y. Patients’ Satisfaction with Dental Care: A Qualitative Study to Develop A Satisfaction Instrument. BMC Oral Health. 2018; 18(15): 1-10. https://doi.org/10.1186/s12903-018-0477-7
16. Sbaraini et al. Experiences of Dental Care: What Do Patients Value?. BMC Health Serv. Res. 2012; 12(177). https://doi.org/10.1186/1472-6963-12-177
17. Anderson R, Thomas DW, Phillips CJ. The Effectiveness of Out-Of-Hours Dental Services: II Patient Satisfaction. Br. Dent. J. 2005; 198 (3): 151-156. https://doi.org/10.1038/sj.bdj.4812046
18. Narayanan M, Greco M. The Dental Practice Questionnaire: A Patient Feedback Tool for Improving the Quality of Dental Practices. Aust. Dent. J. 2014; 59 (10): 334-348. https://doi.org/10.1111/adj.12200
19. Perera IR, Usgodaarachi, US. Development of a Psychometric Scale to Assess Satisfaction with Dental Care Among Sri Lankans. Community Dent Health. 2009; 26: 150-156. https://doi.org/10.1922/CDH_2316Usgodaarachchi07
20. Rashidah E, Palaeswaran R, Abdul R. Satisfaction with the Oral Health Services A Qualitative Study Among Non-Commissioned Officers in the Malaysian Armed Forces. Community Dent. Health. 2006; 23: 15-20.
21. Luana, R. L. et al. Dissatisfaction with the Dental Services and Associated Factors Among Adults. Ciênc. Saúde Colet. 2017; 22(5): 1601-1613.
22. Chapple H, Shah S, Caress AL, Kay EJ. Exploring Dental Patients ‘Preferred Roles in Treatment Decision-Making -A Novel Approach. Br. Dent. J. 2003; 194(6): 321-327.
23. Worsley DJ, Marshman Z, Robinson PG, Jones K. Evaluation of the Telephone and Clinical NHS Urgent Dental Service in Sheffield . Community Dent. Health. 2015; 33: 9-14.
https://doi.org/10.1922/CDH_3676Worsley06
24. Hashim R. Patient Satisfaction with Dental Services at Ajman University, United Arab Emirates. East Mediterr Health J. 2005; 11(5/6): 913-921.
25. Shouten BC, Eijkman MAJ, Hoogstraten J. Information and Participation Preferences of Dental Patients. J Den Res. 2004; 83(12): 961-965. https://doi.org/10.1177/154405910408301214
26. Rashid S et al. Patients’ Satisfaction with the Dental Care Provided by Dental Students. J Ayub Med Coll Abbottabad. 2014; 26 (3): 353-356.
27. Irfan A et al. Psychometric Utility in Determining Dental Organizational Attribute: A Cross Sectional Study in Ghaziabad, India. J. Clin. Diagn. Res. 2017; 11(7): ZC52-ZC55. https://doi.org/10.7860/JCDR/2017/25356.10204
28. Skaret E, Berg E, Raadal M. Factors Related to Satisfaction with Dental Care Among 23-Year Olds in Norway . Community Dent Oral Epidemiol . 2005; 33: 150-157.
29. Wilson K, Bouchiba M, Vithlani G, Holmes R. Patient Satisfaction with Oral Urgent Treatment (OUT) in North West Tanzania. Br Dent J. 2013; 215(3): 131-134. https://doi.org/10.1038/sj.bdj.2013.736
30. Skaret E, Berg E, Raadal M, Kvale G. Reliability and Validity of the Dental Satisfaction Questionnaire in a Population of 23-year-olds in Norway . Community Dent Oral Epidemiol. 2004; 32: 25-30.
31. John, J, et al. Measuring Service Quality of Public Dental Health Care Facilities in Kelantan, Malaysia. Asia Pac J Public Health. 2011; 23(5): 742-753. https://doi.org/10.1177/1010539509357341
32. Mascarenhas AK. Patient Satisfaction with the Comprehensive Care Model of Dental Care Delivery. J Dent Educ. 2001; 65(11): 1266-1271.
33. Gürdal P, Cankaya H, Önem E, Dincer S, Yílmaz T. Factors of Patient Satisfaction/Dissatisfaction in a Dental Faculty Outpatient Clinic in Turkey. Community Dent Oral Epidemiol. 2000; 28: 461-469.
34. Ayala, J, Et al. A Multivariable Analysis of Patient Dental Satisfaction and Oral Health-Related Quality-Of-Life A Cross-Sectional Study Based on DVSS and OHIP-14. Acta Odontol Scand. 2014; 72: 187-193. https://doi.org/10.3109/00016357.2012.762987
35. Bahadori M, et al. Factors Affecting Dental Service Quality. Int J Health Care Qual Assur. 2015; 28(7): 678-689. https://doi.org/10.1108/IJHCQA-12-2014-0112
36. Busby M, et al. The Development of a Concise Questionnaire Designed to Measure Perceived Outcomes on the Issues of Greatest Importance to Patients. Br. Dent. J. 2012; 212(E11): 1-6. https://doi.org/10.1038/sj.bdj.2012.315
37. Saleh F, Dyer PV. A Questionnaire-Based Survey of Patient Satisfaction with Dental Care at Two General Dental Practice Locations. Prim Dent J. 2011; 18(2): 53-58.
38. Ayn C, Robinson L, Nason A, Lovas J. Determining of Recommendations for Improvement of Communication Skills Training in Dental Education: A Scoping Review. J. Dent. Educ. 2017; 81(4): 479-488. https://doi.org/10.21815/JDE.016.003
39. Newton T. Involving the “Consumer” in the Evaluation of Dental Care: A Philosophy in Search of Data. Br. Dent. J. 2001; 191(12): 650-653.
40. Busby M. The ‘Secret’ of Success Part 4. Dent Update. 2011; 38(0): 348-350.
41. Busby M. The ‘Secret’ of Success Part 1. Dent Update. 2011; 38 (0): 133–135.