Resumo

MANRIQUE-GUZMAN, Jorge A; MANRIQUE-CHAVEZ, Carolina B; CHAVEZ-REATEGUI, Beatriz del C  e  MANRIQUE-CHAVEZ, Jorge E. Technical and perceived quality of dental operative service in a teaching dental clinic. Rev. Estomatol. Herediana [online]. 2018, vol.28, n.3, pp.185-194. ISSN 1019-4355.  http://dx.doi.org/https://doi.org/10.20453/reh.v28i3.3396.

Objectives: To evaluate the technical quality of the treatments performed by the operators and the quality perceived by the patients of the Dental Operative Service in a Teaching Dental Clinic during the year 2014. Material and methods: 216 patients participated voluntarily and randomly in a survey to measure the perceived quality of the service as well as evaluate the operative treatments that were performed to determine the technical quality.Results: Regarding perceived quality, 74.8% of the participants perceived the quality of care as “Ordinary”, followed by 15.3% of patients perceiving it as “Poor” and only 5% as “Very bad”. Only 4.3% perceive it as “Good” and 0.6% perceive it as “Very good”. Concerning technical quality, 99% of the evaluated treatments are fulfilled since they adhere to the clinical care protocols. Conclusions: The quality perceived by the patient is mostly negative or neutral, however, the results of the technical quality of the treatments describe that they are highly adhered to the care protocols.

Palavras-chave : Health care quality assurance; quality control; quality of health care; quality management.

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