Evaluation of patient satisfaction in the oral health service: integrative literature review

Abstract

Background

The assessment of the satisfaction of patient in the oral health service has its relevance as a measure of effect of health care, on the biopsychosocial aspects of patients, however the literature review studies on the subject are scarce.

Objective

This integrative review aimed to analyze the studies evaluating the satisfaction of patient in oral health services, according to the methodological characteristics of the research articles, attributes used, patients’ profile and factors related to satisfaction, and the potential and limitations of the studies.

Method

A search was performed on the databases BBO, Pubmed e Lilacs, for inclusion of studies about satisfaction of patient in the oral health service, 02 descriptors were used: “oral health” and “patient satisfaction”.

Results

Satisfaction was associated with self-perception about oral health, human relations between patients and professionals, and the way to scheduling consultations. The main limitation found was the predominance of positive responses from patients, due to the “gratitude bias” and the subjectivity in determining satisfaction.

Conclusion

This research has potential in terms of social control, user empowerment and qualification of management and planning of dental care.

Keywords:
patient satisfaction; oral health; health evaluation