Satisfaction, Resolution and Social Participation of users of Centers for Dental Specialties in Brazil: A PMAQ-CEO Analysis

Yuri Wanderley Cavalcanti, Andreia Medeiros Rodrigues Cardoso, Wilton Wilney Nascimento Padilha


Objective: To describe satisfaction, resolution and social participation of users regarding the service offered in Brazilian Centers for Dental Specialties (CEOs). Material and Methods: An analysis was made of the first phase of PMAQ-CEO, developed during 2014, in which 8,897 users were interviewed. Module III of the instrument external evaluation was used, considering the socio-demographic characterization of the assisted population, and an analysis of satisfaction, resolution and social control of Brazilian CEOs. The bivariate and multivariate Poisson regression analysis with robust variance was used (α<0.05). Results: The profile of interviewed users is female, from the Northeastern region, brown color, living in the urban zone, incomplete elementary school, income of up to two minimum wages and resident of area covered by the family health strategy. The overall CEO rating is "good" (46.1%) or "very good" (49.2%). The score (0 to 10) given to reception staff and dentists was, respectively, 9.31±1.32 and 9.52±1.02. Among subjects who completed treatment (33.3%), the resolution was 95.3%. Although 89.1% stated they never needed to file a complaint, 68.4% did not know the Unified Health System ombudsman. The positive evaluation of CEO was associated with the good evaluation of professionals involved (p<0.05) and the absence of treatment interruption due to lack of material (p=0.037). Conclusion: The satisfaction of users with the services of Centers for Dental Specialties is high and treatments offered are resolutive. Social control tools need to be better known by users.


Quality of Health Care; Dental Care; Patient Satisfaction.

Full Text:



Brasil. Ministério da Saúde. Conselho Nacional de Saúde. 1ª Conferência Nacional de Saúde Bucal. Relatório Final. Série D. Reuniões e Conferências. Brasília: Ministério da Saúde; 1986.

Roncalli, AG. O desenvolvimento das políticas públicas de saúde no Brasil e a construção do Sistema Único de Saúde. In: Pereira AC. (Org.). Odontologia em Saúde Coletiva: Planejando ações e promovendo saúde. Porto Alegre: Artmed, 2003. Cap. 2. p. 28-49.

Antunes, JLF, Narvai PC. Dental health policies in Brazil and their impact on health inequalities. Rev Saúde Pública 2010; 44(2):360-5. doi: 10.1590/S0034-89102010005000002.

Brasil. Ministério da Saúde. Coordenação Nacional de Saúde Bucal. Projeto SB Brasil 2003. Condições de saúde bucal da população brasileira 2002-2003. Resultados Principais. Brasília, 2003. 52p.

Brasil. Ministério da Saúde. Coordenação Nacional de Saúde Bucal. Política Nacional de Saúde Bucal. Brasília, 2004.

Pucca Jr GA. The national politics of buccal health as social demand. Cienc Saude Coletiva 2006; 11(1):243-6. doi: 10.1590/S1413-81232006000100033.

Souza TMS, Roncalli AG. Oral health in the Brazilian Family Health Program: A health care model evaluation. Cad Saúde Pública 2007; 23(11):2727-39. doi: 10.1590/S0102-311X2007001100020.

Colussi CF, Calvo MC. An evaluation model for oral health in primary care. Cad Saúde Pública 2011; 27(9):1731-45. doi: 10.1590/S0102-311X2011000900007.

Silva ZP, Ribeiro MCSA, Barata RB, Almeida MF. Socio-demographic profile and utilization patterns of the public healthcare system (SUS), 2003- 2008. Ciênc Saúde Coletiva 2011 16(9):3807-16. doi: 10.1590/S1413-81232011001000016.

Dias-da-Costa JS, Gigante DP, Horta BL, Barros FC, Victora CG. Pattern of health services utilization by adults of the Pelotas birth cohort from 1982 to 2004-5, Southern Brazil. Rev Saude Publica 2008; 42(Supl. 2):51-9. doi: 10.1590/S0034-89102008000900008.

Freitas CHSM, Lemos GA, Pessoa TRRF, Araújo MF, Forte FDS. Attention to oral health: evaluation of the dental specialty centers in Paraíba. Saúde Debate 2016; 40(108):131-43. doi: 10.1590/0103-1104-20161080011.

Santana DA, Santos LPS, Carvalho FS, Carvalho CAP. Performance of Dental Care Specialties Centers of a region health from Bahia. Cad Saúde Coletiva 2015; 23(3):261-7. doi: 10.1590/1414-462X201500040153.

Goes PSA, Figueiredo N, Neves JC, Silveira FMM, Costa JFR, Pucca Júnior G, Rosales MS. Evaluation of secondary care in oral health: A study of specialty clinics in Brazil. Cad Saude Publica 2012; 28(Supl.):S81-S89. doi: 10.1590/S0102-311X2012001300009.

Machado FCA, Silva JV, Ferreira MAF. Factors related to the performance of Specialized Dental Care Centers. Ciênc Saúde Coletiva 2015; 20(4):1149-63. doi: 10.1590/1413-81232015204.00532014.

Lima ACS, Cabral ED, Vasconcelos MMVB. Patient satisfaction at Specialized Dental Clinics in Recife, Pernambuco State, Brazil. Cad Saúde Pública 2010; 26(5):991-1002. doi: 10.1590/S0102-311X2010000500021.

Rosa RB, Pelegrini AHW, Lima MADS. Problem-solving capacity of care and users' satisfaction in the family health strategy program. Rev Gaúcha Enferm 2011; 32(2):345-51. doi: 10.1590/S1983-14472011000200019.

Costa JP, Jorge MSB, Vasconcelos MGF, Paula ML, Bezerra IC. Solvability of the caretaking in primary care: multiprofessional articulation and services network. Saúde Debate 2014; 38(103):733-43. doi: 10.5935/0103-1104.20140067.

Souza GC, Sousa Lopes MLD, Roncalli AG, Medeiros-Júnior A, Clara-Costa IC. Reference and counter-reference in oral health: Regulation of access to specialized dental care centers. Rev Salud Pública 2015; 17(3):416-28. doi: 10.15446/rsap.v17n3.44305.