Análisis del nivel de satisfacción de pacientes atendidos en la clínica odontológica de la UCSG periodo B 2024.

Abstract

The purpose of this study was to evaluate the level of satisfaction of patients treated at the Dental Clinic of the Catholic University of Santiago de Guayaquil (UCSG), identify the factors that influence their experience, and compare the current findings with the results of a previous study. A mixed qualitative-quantitative approach was adopted for this study. The Press Ganey questionnaire was used as a measurement instrument and was administered to 300 patients receiving care at the UCSG Dental Clinic within different specialty areas. Only 15 participants underwent a qualitative interview. Among the findings, aspects that positively influence the perception of satisfaction were identified, such as clarity in the explanation of treatment, good treatment by professionals, and the use of dental technology. However, factors of dissatisfaction were also identified related to the treatment of administrative staff, long waiting times before care, deficiencies in infrastructure and signage, and a perception of disorganization. It was also evident that age, level of formal education, and type of clinic influenced the overall perception of the service. Pediatric Dentistry and Endodontics clinics had the highest number of positive reviews, compared to the other clinics, where dissatisfaction was most common. In conclusion, although the results reflect positive reviews in certain areas, others reflect a need for improvement.