Satisfaction and associated factors in students who use the dental services of the health care institution “IPS Universitaria” (Medellín)


  • Andrés Alonso Agudelo-S. Universidad de Antioquia
  • Luz Yanneth Valencia-L. Universidad de Antioquia
  • Eliana Oullón-H. Universidad de Antioquia
  • Luis Guillermo Betancur-G. Universidad de Antioquia
  • Laura Victoria Peláez-D. Universidad de Antioquia
  • Lina Marcela Restrepo Universidad de Antioquia



Quality assurance, Health care, Patinet satisfaction, Dental health services


Introduction: dental Health Care Services incorporate patient satisfaction evaluation as a component of quality. The purpose of this study was to evaluate students’ satisfaction with the dental services provided by the "Institución Prestadora de Servicios de Salud IPS" of the University of Antioquia from the perspective of the patient and the professional who provides the service. Methods: a descriptive study was carried out in 98 students by means of qualitative and quantitative techniques such as survey on aspects like as personnel behavior, efficacy in the service rendered, information, accessibility, opportunity, safety, opinion on the facilities, overall satisfaction; it was complemented with a semi structured interview with the dentists and the students. Results: a high overall satisfaction (95.9%) was found along with elements that emphasize the technical and professional confidence of the dental personnel and the institution itself (averages above 7 for the variables studied, and percentages of high satisfaction above 50%); with some critical elements in the service that must be improved such as privacy, and opportune service. Conclusions: patient satisfaction is high in comparison with other local studies, and it depends on factors such as gender, age, social economic status, the institution, and the patient-professional relationship. This study suggests new research proposals in the patient satisfaction area in other institutions, and also proposes degrees of patient satisfaction in the dental services in order to obtain validation so they can be used in other institutions.

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Author Biographies

Andrés Alonso Agudelo-S., Universidad de Antioquia

Odontólogo. Especialista en Administración de Servicios de Salud. Candidato a doctor en Salud Pública. Universidad de Alicante, España. Profesor aspirante. Facultad de Odontología. Universidad de Antioquia. Medellín, Colombia.

Lina Marcela Restrepo, Universidad de Antioquia

Odontóloga. Facultad de Odontología. Universidad de Antioquia, Medellín, Colombia



How to Cite

Agudelo-S., A. A., Valencia-L., L. Y., Oullón-H., E., Betancur-G., L. G., Peláez-D., L. V., & Restrepo, L. M. (2009). Satisfaction and associated factors in students who use the dental services of the health care institution “IPS Universitaria” (Medellín). Revista Facultad De Odontología Universidad De Antioquia, 19(2), 13–23.