Understanding Humanized Care at a Navy Outpatient Dental Clinic ; Conocimiento de la atención humanizada de un ambulatorio de Odontología de la Marina ; Compreensão sobre o atendimento humanizado em um ambulatório de odontologia da marinha

Abstract

Objective: To understand the guidelines on ambience and user embracement within the National Humanization Policy from the perspective of dental surgeons and users of a dental outpatient clinic. Methods: A qualitative study was carried out from December 2017 to February 2018 at the Ceará Navy Academy (Escola de Aprendizes-Marinheiros do Ceará – EAMCE) located in Fortaleza, Brazil. Data were collected by conducting semi-structured interviews with five dental surgeons and eleven users of the outpatient dental clinic and the interviews were treated using the content analysis technique. Two thematic categories emerged: Professionals' perception: humanization, ambience and user embracement; Users' perception: humanization, ambience and user embracement. Results: The dental surgeons recognized the importance of the association of ambience with tranquility and trust and of user embracement with carefully listening to patients. The users rated ambience as satisfactory and associated user embracement with trust. Both professionals and users reported a few obstacles to humanization practices, such as the poor use of the waiting room and the delay in scheduling appointments. Conclusion: There was consensus among the interviewees (professionals and clients) about their satisfaction with the ambience and user embracement at the outpatient clinic; however, humanization may be hindered by the prioritization of military activities, such as security services and military graduations. ; Objetivo: Conocer las directrices del ambiente y acogida de la Política Nacional de Humanización desde la perspectiva de los cirujanos-odontólogos y los usuarios de un ambulatorio de odontología. Métodos: Estudio de abordaje cualitativo realizado entre diciembre de 2017 y febrero de 2018 en la Escuela de Aprendices-marineros de Ceará (EAMCE) de Fortaleza, Brasil. Se recogieron los datos de las entrevistas semiestructuradas de cinco cirujanos-odontólogos y once usuarios del ambulatorio de odontología a través del análisis de contenido para el ...