Percepção dos usuários junto aos serviços dos centro de especialidades odontológicas (CEO) do estado de Sergipe

Abstract

The National Oral Health Policy (PNSB) created in 2003/2004 enabled the reorganization of Primary Health Care (PHC) as well as the implementation of Dental Specialty Centers (CEO). This policy enabled a network of comprehensive oral health care with a reference for basic care in cases of greater complexity. As it is a specialized public service, it is important to evaluate and monitor these services to identify problems and demands for health services and service performance. In 2013, the National Program for Improving Access and Quality of Dental Specialty Centers (PMAQ-CEO) was instituted, which increased federal resource allocation to participating municipalities that achieved improvement in quality standards in care based on collected results. Thus, the objective of this study was to analyze the services of the CEOs of the State of Sergipe from the user's perspective in the responses of the external evaluation of PMAQ CEO 2nd cycle, 2017. Methodology: this is an exploratory, retrospective, quantitative analysis, using secondary data. Module III of PMAQ-CEO was evaluated, which presents results from the user's perspective. Module III has three focuses: (i) issues related to care; (ii) issues related to user bonding and accountability; (iii) issues related to inputs, equipment, and ambience. Results: 28 male and 73 female users were evaluated, with 67 being brown-skinned, 73 from urban areas, and 87 having Family Health Strategy coverage in their residence. The average age was 39 ± 14 years. Only 61 of the interviewees declared their family income, with an average of R$1326.1 ± 1125.9 reais. Regarding scheduling, 74 users received a referral guide to be seen at the CEO. Regarding the specialty sought for care, 31 went for endodontics and 31 for minor oral surgery. Most users (35) said they waited from one week to one month to be seen, being seen on a first-come, first-served basis (84 of the users). Regarding care, almost all interviewees liked the care and felt comfortable, but most did not complete any treatment, so it is not possible to observe whether the referral system is being efficient. Regarding inputs, equipment, and ambience, 10% of the sample reported that service had been interrupted due to lack of material, although they consider the care and facilities good or very good and give high scores (9 and 10) for satisfaction with the care received. Conclusion: users are satisfied with the service provided by the CEO in Sergipe.