Qualidade de assistência ao usuário nos CEO: uma análise a partir do PMAQ-CEO 1º ciclo

Abstract

INTRODUCTION: The Program for Improving Access and Quality to Dental Specialty Centers (PMAQ-CEO for Portuguese acronym) emerged as a strategy for qualifying specialized oral health services. Thus, the assessment should be able to determine to what extent this service meets the expectations of the population, based on the perception of CEO's users. OBJECTIVES: To analyze the quality of user assistance to CEO in Brazil, considering their perceptions. METHODS: Quantitative study with secondary data analysis and cross-sectional design. It was conducted on CEO who joined the PMAQ-CEO, with a sample of 8,898 users among 935 CEO in the country. The collection was performed through the PMAQ-CEO 1st cycle external evaluation database and the data analyzed through inferential descriptive statistics and comparison of means. RESULTS: 71% of users waited less than 1 month to start treatment and 62.2% were consulted about the best appointment time. More than 90% felt welcomed and respected. There were significant differences, where those with higher salaries, expected less time to be attended and white users, with higher education and family income were the most questioned regarding the day and time preference. CONCLUSION: The results show that users are satisfied with CEO assistance. However, there may have influence of race, family income and level of education in relation to care.