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A influência da comunicação na relação dentista-paciente: impacto na satisfação
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Abstract(s)
Introdução: A comunicação é a ponte que liga o médico-dentista ao paciente. Através dela, é possível estabelecer um relacionamento de confiança, obter informações precisas sobre a saúde oral, explicar o diagnóstico e o plano de tratamento bem como gerir as expectativas do paciente e motivá-lo para a adesão ao tratamento. Apesar da sua importância na medicina dentária, diversos desafios podem comprometer a eficácia desse processo: Medo e ansiedade do paciente, dificuldade em explicar procedimentos técnicos, barreiras linguísticas e culturais ou até a falta de tempo.
Objetivo: Desta forma, o objetivo principal deste estudo é explorar a importância da comunicação na relação dentista-paciente e a sua influência na satisfação do paciente.
Metodologia: Para a realização deste trabalho foi elaborado um questionário, que foi aplicado através da plataforma online “Google Forms” aos indivíduos que tenham tido uma consulta dentária no último ano e que aceitem participar voluntariamente no estudo. Para a elaboração desta dissertação, foi também realizada uma pesquisa bibliográfica, nas bases de dados ScienceDirect, Google Scholar e PubMed, cuja estratégia de pesquisa envolveu a utilização de termos específicos e relevantes para o estudo da comunicação dentista-paciente.
Resultados: A amostra desde estudo foi de 52 participantes, com 80,8% correspondendo ao sexo feminino. 84,6% dos participantes já tinham tido uma consulta com o médico dentista que os atendeu da última vez e 96,2% afirmou que o médico-dentista cumprimentou de uma forma que os deixou confortáveis. Também 86,5% afirmaram que o médico dentista falou em termos que puderam compreender com uma percentagem idêntica a relatar que o médico-dentista verificou se tinham entendido o que lhes tinha sido explicado. Contudo, apenas cerca de metade dos participantes indicaram que o médico dentista os incentivou a fazer perguntas e 71,1 % afirmaram que o médico-dentista demonstrou cuidado e preocupação durante a consulta. Verificou-se também a existência de uma relação significativa entre o interesse demonstrado pelo médico-dentista no que os pacientes tinham a dizer e a atenção que lhes foi dada. Embora os resultados deste estudo indiquem que, no geral, os dentistas apresentam uma boa comunicação com os seus pacientes será importante desenvolver no futuro estudos que avaliem a comunicação dentista-paciente não só da ótica do paciente como também da ótica do médico dentista.
Conclusão: A perceção dos pacientes sobre a qualidade da comunicação tem influência sobre a sua experiência, satisfação e fidelização ao profissional.
Introduction: Communication is the bridge that connects dentists and patients. Through communication, it is possible to establish a relationship of trust, obtain accurate information about oral health, explain the diagnosis and treatment plan, as well as manage patient expectations and motivate them to adhere to treatment. Despite its importance in dentistry, several challenges can compromise the effectiveness of this process: patient fear and anxiety, difficulty in explaining technical procedures, language and cultural barriers, or even lack of time. Objective: Thus, the main objective of this study is to explore the importance of communication in the dentist-patient relationship and its influence on patient satisfaction. Methodology: To carry out this work, a questionnaire was developed and applied through the online platform “Google Forms” to individuals who had had a dental appointment in the last year and who voluntarily agreed to participate in the study. To prepare this dissertation, a bibliographic search was also carried out in the ScienceDirect, Google Scholar and PubMed databases, whose search strategy involved the use of specific and relevant terms for the study of dentist-patient communication. Results: The sample of this study consisted of 52 participants, with 80.8% being female. 84.6% of the participants had already had an appointment with the dentist who had seen them the last time and 96.2% stated that the dentist greeted them in a way that made them feel comfortable. Also, 86.5% stated that the dentist spoke in terms that they could understand, with an identical percentage reporting that the dentist checked whether they had understood what had been explained to them. However, only about half of the participants indicated that the dentist encouraged them to ask questions and 71.1% stated that the dentist showed care and concern during the appointment. There was also a significant relationship between the interest shown by the dentist in what the patients had to say and the attention given to them. Although the results of this study indicate that, in general, dentists have good communication with their patients, it will be important to develop future studies that evaluate dentist-patient communication not only from the patient's perspective but also from the dentist's perspective. Conclusion: Patients' perception of the quality of communication influences their experience, satisfaction and loyalty to the professional.
Introduction: Communication is the bridge that connects dentists and patients. Through communication, it is possible to establish a relationship of trust, obtain accurate information about oral health, explain the diagnosis and treatment plan, as well as manage patient expectations and motivate them to adhere to treatment. Despite its importance in dentistry, several challenges can compromise the effectiveness of this process: patient fear and anxiety, difficulty in explaining technical procedures, language and cultural barriers, or even lack of time. Objective: Thus, the main objective of this study is to explore the importance of communication in the dentist-patient relationship and its influence on patient satisfaction. Methodology: To carry out this work, a questionnaire was developed and applied through the online platform “Google Forms” to individuals who had had a dental appointment in the last year and who voluntarily agreed to participate in the study. To prepare this dissertation, a bibliographic search was also carried out in the ScienceDirect, Google Scholar and PubMed databases, whose search strategy involved the use of specific and relevant terms for the study of dentist-patient communication. Results: The sample of this study consisted of 52 participants, with 80.8% being female. 84.6% of the participants had already had an appointment with the dentist who had seen them the last time and 96.2% stated that the dentist greeted them in a way that made them feel comfortable. Also, 86.5% stated that the dentist spoke in terms that they could understand, with an identical percentage reporting that the dentist checked whether they had understood what had been explained to them. However, only about half of the participants indicated that the dentist encouraged them to ask questions and 71.1% stated that the dentist showed care and concern during the appointment. There was also a significant relationship between the interest shown by the dentist in what the patients had to say and the attention given to them. Although the results of this study indicate that, in general, dentists have good communication with their patients, it will be important to develop future studies that evaluate dentist-patient communication not only from the patient's perspective but also from the dentist's perspective. Conclusion: Patients' perception of the quality of communication influences their experience, satisfaction and loyalty to the professional.
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Keywords
Comunicação dentista-paciente Fidelização do paciente Estratégias de comunicação Interação dentista-paciente Satisfação do paciente Dentist-patient communication Patient’s loyalty Communication strategies Dentist-patient interaction Patient satisfaction