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Perceção do paciente sobre a qualidade do serviço em clínicas dentárias universitárias : um estudo transversal utilizando o modelo SERVQUAL
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Abstract(s)
Objetivo: Avaliar a perceção dos pacientes sobre a qualidade dos serviços prestados na clínica dentária universitária Egas Moniz, utilizando o modelo SERVQUAL para analisar a discrepância entre as suas expectativas e a perceção real do atendimento. Materiais e métodos: Realizou-se um estudo transversal quantitativo com uma amostra de conveniência composta por 122 participantes no seu primeiro contacto com a Clínica Dentária Universitária Egas Moniz. Foi aplicado um questionário baseado no modelo SERVQUAL em dois momentos, antes (expectativas) e após o atendimento (percepções), para avaliar as suas cinco dimensões: Tangibilidade, Fiabilidade, Capacidade de Resposta, Garantia e Empatia. Os dados foram analisados com recurso a estatística descritiva e inferencial para identificar as discrepâncias (gaps) entre as pontuações. Resultados: Verificou-se uma superação estatisticamente significativa (p < 0,001) das expectativas dos pacientes (n = 122) em todas as cinco dimensões da qualidade. A dimensão com a maior discrepância positiva foi a Fiabilidade (Gap = 0,234), sugerindo que a competência técnica e a confiança no serviço foram a maior surpresa positiva. Notavelmente, a perceção da qualidade foi consistentemente elevada e não variou em função do sexo, idade ou escolaridade dos pacientes. A análise de correlação demonstrou que a Empatia (r = 0,958) foi a dimensão mais fortemente associada à satisfação global. Conclusão: Os resultados sugerem que o modelo de ensino clínico supervisionado é percecionado pelos pacientes como uma garantia de fiabilidade, contrariando possíveis preconceitos sobre a prestação de cuidados por estudantes. Contudo, a qualidade da interação interpessoal, traduzida na dimensão Empatia, revelou-se o principal determinante da satisfação dos pacientes. Reforça-se, assim, a importância da formação contínua em competências relacionais no currículo dos futuros médicos dentistas, por se tratarem de elementos-chave para uma experiência positiva e humanizada.
Objective: To evaluate patients' perception of service quality at a university dental clinic (Clínica Dentária Universitária Egas Moniz), using the SERVQUAL model to analyze the gap between their expectations and their actual perception of the care received. Materials and methods: A cross-sectional, quantitative study was conducted with a convenience sample of 122 patients at their first contact with the Clínica Dentária Universitária Egas Moniz. A questionnaire based on the SERVQUAL model was administered at two different times, before (expectations) and after the appointment (perceptions), to assess its five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Data were analyzed using descriptive and inferential statistics to identify the gaps between the scores. Results: A statistically significant (p < 0.001) surpassing of patient expectations was observed across all five quality dimensions. The dimension with the largest positive gap was Reliability (Gap = 0.234), suggesting that technical competence and service dependability were the most significant positive surprise. Notably, the perception of quality was consistently high and did not vary according to the patients' sex, age, or level of education. Correlation analysis showed that Empathy (r = 0.958) was the dimension most strongly associated with overall satisfaction. Conclusion: The results suggest that the supervised clinical teaching model is perceived by patients as a guarantee of reliability, countering potential prejudices regarding care provided by students. However, the quality of interpersonal interaction, reflected in the Empathy dimension, emerged as the main determinant of patient satisfaction. This reinforces the importance of ongoing training in relational skills within the curriculum of future dentists, as these are key elements in delivering a positive and humanized care experience.
Objective: To evaluate patients' perception of service quality at a university dental clinic (Clínica Dentária Universitária Egas Moniz), using the SERVQUAL model to analyze the gap between their expectations and their actual perception of the care received. Materials and methods: A cross-sectional, quantitative study was conducted with a convenience sample of 122 patients at their first contact with the Clínica Dentária Universitária Egas Moniz. A questionnaire based on the SERVQUAL model was administered at two different times, before (expectations) and after the appointment (perceptions), to assess its five dimensions: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. Data were analyzed using descriptive and inferential statistics to identify the gaps between the scores. Results: A statistically significant (p < 0.001) surpassing of patient expectations was observed across all five quality dimensions. The dimension with the largest positive gap was Reliability (Gap = 0.234), suggesting that technical competence and service dependability were the most significant positive surprise. Notably, the perception of quality was consistently high and did not vary according to the patients' sex, age, or level of education. Correlation analysis showed that Empathy (r = 0.958) was the dimension most strongly associated with overall satisfaction. Conclusion: The results suggest that the supervised clinical teaching model is perceived by patients as a guarantee of reliability, countering potential prejudices regarding care provided by students. However, the quality of interpersonal interaction, reflected in the Empathy dimension, emerged as the main determinant of patient satisfaction. This reinforces the importance of ongoing training in relational skills within the curriculum of future dentists, as these are key elements in delivering a positive and humanized care experience.
Description
Dissertação para obtenção do grau de Mestre no Instituto Universitário Egas Moniz
Keywords
Satisfação do paciente Perceção do paciente Medicina dentária Qualidade dos serviços Clínica dentária universitária Modelo SERVQUAL