Calidad de los servicios odontológicos y su relación con la satisfacción de los pacientes de la Clínica MM Dental de la ciudad Santiago de Chile.

Abstract

The present research work has as a general objective to determine the incidence of quality in the satisfaction of the patient that has about the dental service and attention, that is offered in the MM Dental Clinic. Therefore, the evaluation of patient satisfaction was necessary; It is important to mention that health knowledge, indications, treatment results, among others, are relevant factors that are related to satisfaction. In dentistry are found several factors of patients related to dental health and dentists. Through research methods applying the SERVQUAL Model Service Quality tool that was developed by Zeithaml, Parasuraman and Berry whose purpose is to improve the quality of service offered by an organization. It uses a questionnaire that evaluates the quality of service along five dimensions: reliability, responsiveness, security, empathy and tangible elements. A quantitative methodology was applied, with transversal focus and descriptive scope, the survey was applied to a sample of 206 patients in the MM Dental Clinic, which seeing the results summary in the tangible elements, reliability elements, capacity elements of response, elements of security and elements of empathy, whose results reflected that there are aspects to be improved: in waiting limits, separation of appointments, process and result for which a proposal of intervention strategies was proposed based on the opportunities for improvement identified , through improvement plan.