Avaliação da qualidade dos serviços prestados pelos Centros de Especialidades Odontológicas: visão dos usuários

The research has the purpose of analyzing the quality of the services offered at the CEO in Pernambuco, Brazil, in the perspective of the users' satisfaction. It is about an analytical/quantitative study with evaluative measures according to Donabedian's model referring to the result. The interviews were done through the junction of forms previously validated. The exposition was composed of the users who were present in the waiting room of every CEO that had submitted to the clinical procedure at least once, making a total of 156 users. The data analysis was checked at the statistical program SPSS, 13.0 version, in a descriptive and analytical step. In the statistical analysis, Pearson's χ2 was used. A level of 5% significance was taken into consideration for all the analysis. It was testified that the users had demonstrated satisfaction with the quality of the service rendered at the CEO in Pernambuco. The ideas of "self-perception of health" and "type of service" have been considered both positively and statistically significant with a clear satisfaction from the users, especially the ones who used to go regularly to the PSF and consider the oral health service bad.