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/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2


NECESSIDADES SENTIDA E OBSERVADA:
SUAS INFLUNCIAS NA SATISFAO DE
PACIENTES E PROFISSIONAIS
FFlf /ND CBSFPVFD NFFDS: fHFlP lNFlUFNCFS CN
P/flFNfS /ND PPCFFSSlCN/lS S/flSF/CflCN
Alessandra Bomfim Usual
1
Aline Alves Araujo
1
Fernanda Vaz de Melo Diniz
1
Marisa Maia Drumond
2
PFSUlC
A concepo de necessidade sentida tem sido discutida na literatura em contraponto necessidade
observada. Em geral, nos servios de sade, a necessidade normativa se sobrepe necessidade
sentida.Essa questo tem motivado iniciativas de construo de novos modelos.O objetivo deste trabalho
foi detectar compatibilidades e incompatibilidades entre as expectativas do paciente ao procurar o
tratamento (necessidade sentida) e o planejamento proposto e realizado pelo profissional (necessidade
observada), e a influncia desses elementos na satisfao de ambos. Foram realizadas entrevistas em um
Centro de Sade da rede pblica, em um consultrio particular e em uma clinica conveniada. Participaram
deste estudo pacientes adultos e dentistas. Foram estabelecidas categorias relacionadas presena de
satisfao do paciente e do profissional com o tratamento proposto e realizado.Concluiu-se, no grupo
estudado, que a satisfao de pacientes e profissionais com o tratamento executado no esteve
relacionada com o sistema de atendimento e que a satisfao dos pacientes esteve relacionada ao
atendimento das necessidades sentidas, a informao e esclarecimento sobre as necessidades observadas
pelo profissional e criao de vnculos entre o paciente e o profissional de forma que o primeiro se sinta
acolhido e cuidado. A satisfao dos profissionais esteve relacionada ao planejamento e execuo do
tratamento compatveis com os princpios normativos e cientficos e satisfao de seu paciente. O
acolhimento dos usurios, a escuta de suas necessidades e o planejamento a partir da percepo das
necessidades sentidas e observadas, contribui para a criao de vnculos entre dentistas e pacientes e para
a satisfao de ambos com o atendimento prestado.
Descritores: necessidade sentida, necessidade observada, satisfao.
lNfPCDU/C
Desce c f|nc| ccs cncs sessenlc, |nlens|f|ccuse c pc|em|cc sccre c ccrcler
cc ccenc, c|scul|ncc se c suc essenc|c c|c|cQ|cc cu scc|c|. Prcmcveuse um
prcfuncc uesl|cncmenlc cc pcrcc|Qmc ccm|ncnle cc ccenc ue c ccnce|luc
ccmc um fencmenc c|c|cQ|cc |nc|v|cuc|. Pcrc se ccmpreencer c prccessc sc0ce]
ccenc necesscr|c |nc|u|r c |nsercc scc|c| cc |nc|v|cuc e ccns|cercr cs vcr|cve|s
scc|c|s e ccmpcrlcmenlc|s
1, 2
.
/ percepcc ce sc0ce e ccenc ce cccc |nc|v|cuc re|cc|cncse ccm c
percepcc ce v|cc cc mesmc, sencc eslc mcrcccc pcr ccnlexlcs ccnlrcc|lcr|cs,
1
/|unc cc Cursc ce Fspec|c||zccc em Cccnlc|cQ|c em Sc0ce Cc|el|vc pe|c UFlG.
2
Prcfesscrc cc Depcrlcmenlc ce Cccnlc|cQ|c Scc|c| e Prevenl|vc cc Fccu|ccce ce Cccnlc|cQ|c cc UFlG - Dculcrc em Cccnlc|cQ|c
Scc|c| pe|c Un|vers|ccce Fecerc| F|um|nense.
66
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
c|ferencs cu|lurc|s, scc|c|s, eccncm|ccs e |nc|v|cuc|s
3
.
/luc|menle ccservcse umc evc|ucc ncs mcce|cs
ce clencc cc usucr|c ue ccmecm c |nc|u|r e|emenlcs
ccmc c scl|sfccc cc pcc|enle e c uc||ccce ce v|cc
ccmc |nleQrcnles cc prcpcslc ce resc|ul|v|ccce cc s|slemc
ce clenc|menlc.
/ resc|ul|v|ccce envc|ve vcr|cs cspeclcs ccmc
uc||ccce cc cu|cccc, scl|sfccc cc pcc|enle, lecnc|cQ|c
ccs serv|cs ce sc0ce, s|slemcs ce referenc|c pr
eslcce|ec|ccs, ccess|c|||ccce ccs serv|cs, fcrmccc ce
recurscs humcncs, necess|ccce ce sc0ce cc pcpu|ccc,
cspeclcs cu|lurc|s e scc|ceccncm|ccs
4
.
/ uc||ccce cc serv|c e cc clenc|menlc nc crec
ce sc0ce pcce ser cvc||ccc pe|c scl|sfccc cc pcc|enle
cujcs |nfcrmcces pccem serv|r pcrc cvc||cr c eslrulurc, c
prccessc cu c resu|lccc. C ccjel|vc mcn|feslc cc pcc|enle
em ler seu prcc|emc ce sc0ce resc|v|cc Qerc|menle
cccmpcnhccc ce um ccj el| vc | clenle ce ler suc
necess|ccce resc|v|cc, sencc c scl|sfccc |mec|clc cc
pcc|enle ccnse0enc|c cc mccc ccm ue c prcf|ss|cnc|
respcnce cc prcc|emc e ncc cc ccnle0cc cc respcslc. /
scl|sfccc humcnc um ccnce|lc ccmp|exc ue eslc
re|cc|cnccc c |n0mercs fclcres ue |nc|uem esl||c ce v|cc,
exper|enc|cs pcsscccs, expeclcl|vcs e vc|cres, lcnlc cc
|nc|v|cuc ccmc cc scc|eccce. Pcr |ssc, cs |nvesl|Qcces
cccccm pcr cusccr cs fcnles ce |nscl|sfccc. Ccmc cs
fcnles ce |nscl|sfccc scc mu|lc vcr|cccs, c scl|sfccc
pcce ler vcr|cs cef|n|ces e cem c|ferenles, seQuncc cs
pessccs, e cl mesmc pe|c mesmc pesscc, cu em
mcmenlcs c|sl|nlcs. / scl|sfccc pcce ser celerm|nccc
clrcvs ce c|ncc vcr|cve|s scc|cps|cc|cQ|ccs: cccrrenc|c
(percepcc cc |nc|v|cuc), vc|cr (cvc||ccc ccc cu ru|m
ce um cspeclc cc cu|cccc), expeclcl|vc (espercnc
ccseccc nc prcccc|||ccce ce cerlcs clr|culcs eslcrem
csscc|cccs ccm c evenlc cu c ccjelc e c prcvcve|
resu|lccc ceslc csscc|ccc), ccmpcrcces |nlerpesscc|s
(ccmpcrccc cc v|venc|c cluc| ccm culrcs v|venc|cccs
pe|c pcc|enle cu re|clcs ce ccnhec|ccs), |nl|lu|ccc
(crenc ue c |nc|v|cuc pcssu| ce ue lem c c|re|lc ce
prccurcr cu c|cmcr pcr um celerm|nccc resu|lccc)
4
.
/ clencc c sc0ce ncc lem resu| lccc
necesscr|cmenle nc me|hcr|c cc uc||ccce ce v|cc cc
pcpu|ccc nc mec|cc ue c prcf|ss|cnc||smc lem
recuncccc em pr|v||Q|cs ccrpcrcl|v|slcs, serv|ncc c
|nleresses eccncm|ccs, sem respcncer cs necess|ccces ce
sc0ce cc usucr|c. C ccrcler ccm|ncccr ccs prcf|ss|cnc|s
ce sc0ce, lem |ncuz|cc cs mesmcs c lerem umc prcl|cc
ce ccnlrc|e sccre c ccrpc, cs evenlcs cc v|cc humcnc, cs
c|c|cs c|c|cQ|ccs e c v|cc scc|c|
5
.
67
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
/ fcrmccc cc prcf|ss|cnc| e suc prepcrccc pcrc
lcmcr cec|sces lem s|cc fe|lcs clrcvs cc cesenvc|v|menlc
ce pcslurcs mu|lc ncrmcl|vcs ue se ccse|cm em pr|nc|p|cs
c|c|cQ|ccs, lcn|ccs e c|enl|f|ccs, cnce c cesejc e c v|scc
ce muncc cc pcc| enle ncc scc necesscr| cmenle
ccnlemp| cccs. /| ncc ue sej cm uesl| cncccs nc
cncmnese, cs prcf|ss|cnc|s ncc |evcm em ccns|cerccc c
percepcc sucjel|vc cc pcc|enle nc mcmenlc cc suc
cec|scc f|nc|
2
.
/ |c|c ce ue c p|cnc ce lrclcmenlc, v|slc scc c
perspecl|vc cc prcf|ss|cnc|, ccrrespcnce c expeclcl|vc cc
pcc|enle ncc verccce|rc nc mec|cc em ue vcr|cs
fclcres pccem |nf|uenc|cr cs cesejcs e necess|ccces
senl|ccs pe|c mesmc

.
/ ccncepcc ce necess| ccce senl| cc cu
percec|cc lem s|cc c|scul|cc nc ||lerclurc em ccnlrcpcnlc
c necess|ccce ccservccc cu ncrmcl|vc. / necess|ccce
senl|cc referese c percepcc cc prcc|emc pe|c |nc|v|cuc
enucnlc c necess|ccce ncrmcl|vc ccvm cc prcf|ss|cnc|
ce sc0ce, sencc frulc ce suc v|scc cc prccessc sc0ce]
ccenc. Nc p|cnejcmenlc ccs serv|cs ce sc0ce c
necess|ccce ncrmcl|vc se sccrepce c necess|ccce
senl|cc pcr se enuccrcr me|hcr nc mcce|c c|cmc|cc
2,7
. Devese, nc enlcnlc, reccnhecer ue cs pessccs lem c
c|re|lc ce serem |nfcrmcccs e pcrl|c|pcrem cc prccessc
ce ref|excc sccre cces ue sercc rec||zcccs em seu
ccrpc.
C ccjel|vc cesse eslucc fc| celeclcr cs expeclcl|vcs
cc pcc|enle cc prccurcr c lrclcmenlc e c p|cnc ce
lrclcmenlc prcpcslc e efel|vcmenle rec||zccc pe|c
prcf|ss|cnc|, cem ccmc c |nf|uenc|c cesses e|emenlcs nc
scl|sfccc ce cmccs. Fspercmcs css|m pccer ccnlr|cu|r
pcrc c c| scusscc ccs re| cces ex| slenles enlre c
resc|ul|v|ccce, c uc||ccce cc clenc|menlc e c scl|sfccc
ce usucr|cs e prcf|ss|cnc|s, lemc c|ncc pc|em|cc e ue
reuer cprcfunccmenlc.
lelccc|cQ|c
Pcrc c rec||zccc cesle eslucc fcrcm se|ec|cncccs
|ccc|s ce cc|elc ce ccccs ue perm|l|ssem ccnlemp|cr c
cp|n|cc ce usucr|cs e prcf|ss|cnc|s cc rece p0c||cc (Cenlrc
ce Sc0ce cc Prefe|lurc lun|c|pc| ce Be|c Hcr|zcnle) e
pr| vccc, sencc eslc succ| v| c| cc em ccnsu| lcr| cs
cccnlc|cQ|ccs ue lrccc|hcm nc s|slemc ce ccnven|cs
(prpcQcmenlc) e ccnsu| lcr| cs exc| us| vcmenle
pcrl|cu|cres. C Cenlrc ce Sc0ce cc Prefe|lurc fc| |nc|cccc
pe|c cccrcenccc ce sc0ce cucc| cc mun|c|p|c e |ccc||zc
se em um cc|rrc perlencenle cc c|slr|lc scn|lcr|c Ncrcesle
68
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
clencencc c pcpu|ccc, em suc mc|cr|c, ce cc|xc rencc.
/ c||n|cc ue clence nc s|slemc ce ccnven|cs s|lucse nc
reQ|cc cenlrc| ce Be|c Hcr|zcnle e suc c||enle|c
preccm|ncnlemenle ccnsl|lu|cc ce pessccs ce c|csse
mc|c cc|xc. C ccnsu|lcr|c pcrl|cu|cr, sem ccnven|cs,
|ccc||zcse nc reQ|cc cenlrc| ce CcnlcQem e c mc|cr|c cc
c||enle|c ccnsl|lu|cc ce pessccs ce c|csse mc|c cc|xc.
Pcrc c rec||zccc cesse eslucc cplcuse pcr umc
melccc|cQ|c uc||lcl|vc, jc ue c scl|sfccc enfcse cc
lrccc|hc - ccrreQccc ce sucjel|v|ccce. CcleQcr|cs
reve|cccrcs cc senl|menlc, percepcc e v|scc ce muncc
ccs pessccs c|f|c||menle pccem ser cpreenc|ccs clrcvs
ce ccccs numr|ccs cu eslcl|sl|ccs. F c cnc||se uc||lcl|vc
ue per m| le ue c sucj el| v| ccce sej c reve| ccc,
cprcfuncccc e ccmpreenc|cc
5
.
Fcrcm rec||zcccs enlrev|slcs sem|eslrulurcccs ccm
v|nle e se|s pcc|enles ccu|lcs (cc|mc ce v|nle cncs) e seus
respecl|vcs cenl|slcs, ue lclc||zcrcm se|s prcf|ss|cnc|s. Ccm
essc enlrev|slc cusccvcse c pcsler|cr eslcce|ec|menlc ce
re|cces enlre cs expeclcl|vcs e necess|ccces senl|ccs
pe| c pcc| enle, cs pr| cr| ccces e cs necess| ccces
ccservcccs pe|cs prcf|ss|cnc|s e c scl|sfccc ce pcc|enles
e prcf|ss|cnc|s frenle cc lrclcmenlc execulccc. Nc
pesu|sc uc||lcl|vc cevese preccupcr mencs ccm c
Qenerc| | zccc e mc| s ccm c cprcfunccmenlc e
ccrcnQenc|c, e c cr|lr|c ce se|ecc cc cmcslrc, pcrlcnlc,
ncc numr|cc, ccns|cercnccse ue umc cmcslrc |cec|
cue|c ccpcz ce ref|el|r c lclc||ccce ncs sucs m0|l|p|cs
c|mensces
5
. Sencc css|m, c cmcslrcQem fc| ccnsl|lu|cc
ce lcccs cs pcc|enles ue se enccnlrcvcm ncs sc|cs ce
esperc ccs lres |ccc|s se|ec|cncccs ncs c|cs prev|slcs pcrc
c rec||zccc ccs enlrev|slcs e ue se c|spusercm c
pcrl|c|pcr cc pesu|sc.
/ cccrccQem ccs pcc|enles fc| fe|lc nc sc|c ce
esperc, cnce fc| cpresenlccc c prcpcslc cc pesu|sc e
sc||c|lccc c ccnsenl|menlc ccs ue se c|spusercm c
pcrl|c|pcr. Fsles fcrcm ccnv|ccccs c ccupcr umc crec mc|s
reservccc cc sc| c ce esperc, v| scncc Qcrcnl| r c
pr| vcc| ccce cc enlrev| slc. Cs pcc| enles fcrcm
|cenl|f|ccccs ucnlc ccs seus ccccs pesscc|s (ncme,
|ccce, encerec e]cu le|efcne) e uesl|cncccs sccre c
ue|xc pr|nc|pc| cu c mcl|vc ue cs |evcu c cusccr c
lrclcmenlc, suc expeclcl|vc percnle c mesmc e c suc
scl|sfccc em re|ccc cc ue fc| cu eslcvc sencc
rec||zccc.
Cs c| rurQ| ces cenl| slcs lcmcm rececercm
|nfcrmcces sccre cs ccjel|vcs e melccc|cQ|c cc pesu|sc
e cercm seu ccnsenl|menlc cnles ce serem enlrev|slcccs.
/ enlrev|slc cccnleceu cenlrc ccs ccnsu|lcr|cs, em hcrcr|cs
69
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
celerm|ncccs pcr e|es prcpr|cs, sem c presenc ce
pcc|enles. / enlrev|slc verscu sccre c p|cnc ce lrclcmenlc
prcpcslc pcrc cue|e pcc|enle espec|f|cc ue jc hcv|c
s|cc enlrev|slccc, ccm enfcse ncs cces cu |nlervences
c||n|ccs ue hcv|c pr|cr|zccc, c efel|vc rec||zccc cc ue
hcv|c s|cc p|cnejccc e c scl|sfccc cc prcf|ss|cnc| frenle
cc lrclcmenlc execulccc.
Fm lcccs cs enlrev| slcs, ccm pcc| enles e
prcf|ss|cnc|s, fc| perQunlccc ccjel|vcmenle se cs pessccs
eslcvcm scl| sfe| lcs ccm c lrclcmenlc. Pcrm, cs
pesu| scccres esl| vercm clenlcs pcrc celeclcr c
scl|sfccc cu |nscl|sfccc ccs pessccs ncc cpencs clrcvs
cessc respcslc, mcs pe|c ccnjunlc cc enlrev|slc.
/s enlrev|slcs ncc fcrcm Qrcvcccs mcs cs fc|cs
fcrcm cu|ccccscmenle cnclcccs cusccnccse preservcr
| nleQrc| menle c vccccu| cr| c, expressces, Qeslcs,
ccnsl|lu|ncc um reQ|slrc c mc|s f|e| pcss|ve| em re|ccc cc
ue hcv|c s|cc c|lc.
De pcsse ccs respcslcs ccl|ccs fc| fe|lc umc cnc||se
uc||lcl|vc eslcce|ecencc ccleQcr|cs pcrc c presenc cu
ncc, cc scl|sfccc cc pcc|enle e cc prcf|ss|cnc|: (1) /mccs
scl|sfe|lcs, (2) Prcf|ss|cnc| scl|sfe|lc e pcc|enle |nscl|sfe|lc,
(3) Prcf|ss|cnc| |nscl|sfe|lc e pcc|enle scl|sfe|lc, (4) /mccs
|nscl|sfe|lcs. Fm cccc ccleQcr|c fcrcm re|cc|cncccs cs
ue|xcs pr|nc|pc|s cu mcl|vcs ccs ccnsu|lcs ccm cs p|cncs
ce lrclcmenlc prcpcslcs cem ccmc cs cspeclcs ue
celerm|ncvcm c scl|sfccc cu |nscl|sfccc ccs usucr|cs e
ccs prcf|ss|cnc|s ccm c clenc|menlc preslccc.
PFSUlf/DCS F DlSCUSS/C
Pcrc |cenl|f|ccr c ex|slenc|c cu ncc ce ccnf||lcs
enlre c ccncucc cc p|cnc ce lrclcmenlc prcpcslc pe|c
cenl|slc e suc re|ccc ccm c expeclcl|vc cc pcc|enle,
prccurcuse |cenl|f|ccr c scl|sfccc ce pcc|enle e
prcf|ss|cnc| ucnlc cc lrclcmenlc rec||zccc.
Fm lcccs cs |ccc|s pesu|scccs fcrcm enccnlrcccs
pcc|enles e prcf|ss|cnc|s scl|sfe|lcs e |nscl|sfe|lcs ccm c
lrclcmenlc execulccc, ccnfcrme |nc|cccc nc lcce|c 1, c
uc| fc| ccns|cerccc pcrc cccc enlrev|slc c pcr pcc|enle
prcf|ss|cnc|.
70
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
Fmccrc cs cspeclcs ucnl|lcl|vcs ncc sejcm
pcrl|cu|crmenle re|evcnles nesse lrccc|hc, c uccrc cc|mc
reve|c c pcss|c|||ccce ce cccrrenc|c ccs uclrc s|lucces
pcss|ve|s ncs lres |ccc|s ce clenc|menlc pesu|scccs,
cemcnslrcncc ue c s|slemc ce clenc|menlc, c ccnc|cc
ce ex|slenc|c cu ncc ce pcQcmenlc pe|cs serv|cs
preslcccs, pcr s| sc ncc celerm|nc c scl|sfccc cu
|nscl|sfccc ce pcc|enles nem ce prcf|ss|cnc|s.
/s ccmc|ncces eslcce|ec|ccs enlre c scl|sfccc
cc pcc|enle e cc prcf|ss|cnc| fcrcm ul|||zcccs ccmc
ccleQcr| cs ce cQrupcmenlc ccm c f| nc| | ccce ce
|cenl|f|ccr c ccmpcl|c|||ccce enlre c expeclcl|vc cu
cemcncc cc pcc| enle (necess| ccce senl| cc) e c
expeclcl|vc, lrclcmenlc prcpcslc e rec||zccc pe|c
prcf|ss|cnc| (necess|ccce ccservccc) enucnlc e|emenlcs
|nf|uenc|cccres cc scl|sfccc cu cc |nscl|sfccc ce
prcf|ss|cnc|s e pcc|enles.
/mccs scl|sfe|lcs
Nesse Qrupc enccnlrcmcs cc|s l|pcs ce s|luccc em
re|ccc c scl|sfccc cc pcc|enle:
Pr|me|rcmenle ucncc pcc|enles e cenl|slcs
re|clcrcm ue suc scl|sfccc eslcvc ||Qccc c resc|ucc
cc ue|xc pr|nc|pc|
Procurei a dentista por causa dos dentes
amarelados. Sentia muito incmodo por causa de
um resto de dente que doa muito. Fiquei muito
satisfeito com o resultado. (Pcc|enle Ccnsu|lcr|c
Pcrl|cu|cr)
O paciente tinha uma raiz residual que causava
dor e apresentava tambm os dentes amarelados.
Tabela 1. Scl|sfccc ce pcc|enles e prcf|ss|cnc|s ccm c lrclcmenlc rec||zccc
seQuncc cs |ccc|s ce clenc|menlc
71
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
Realizei a extrao da raiz e resolvi o problema
esttico. Fiquei muito satisfeita com o trabalho
realizado. (Denl|slc - Ccnsu|lcr|c Pcrl|cu|cr)
Ncs cepc|menlcs cc|mc pccese ver|f|ccr ue c
prcf|ss|cnc| |cenl|f|ccu e sc|uc|cncu c ue|xc cc pcc|enle,
c|m ce suQer|r c cc|nc|cenc|c enlre necess|ccce senl|cc
e ccservccc.
Culrc s|luccc ccservccc fc| ucncc pcc|enles
re|clcrcm ue suc scl|sfccc eslcvc ||Qccc cc fclc ccs
cenl|slcs lerem cpcnlccc prcc|emcs ue c pcc|enle ncc
hcv|c ccservccc cu ue c cenl|slc ncc hcv|c se ||m|lccc
c resc|ucc cc ue|xc cc pcc|enle.
`A paciente veio para fazer uma pea e uma
restaurao de resina que estava incomodando.
Fiz a pea, troquei a restaurao e troquei outra
pea que estava i nfi l trando e a paci ente
concordou em trocar. Acho que a esttica da
coroa no ficou muito boa, mas mesmo assim fiquei
satisfeito com o resultado do tratamento. (Denl|slc
C||n|cc Ccnven|ccc)
Neslc fc|c |nleresscnle ccservcr ue c prcf|ss|cnc|
|n|c|c seu cepc|menlc fczencc referenc|c c necess|ccce
exp||c|lccc pe|c pcc|enle e cc seu clenc|menlc. Sc cepc|s
re|clc culrcs necess|ccces ccservcccs, ceslcccncc
|nc|us|ve ue ncc fc| c resu|lccc lcn|cc ue Qercu suc
scl|sfccc e s|m c fclc cc pcc|enle ler ccmpreenc|cc suc
prcpcslc.
`Eu tava com um resto de raiz que estava
doendo, infeccionou, inchou. Fiquei na fila, depois
de 6 meses me chamaram, fiz escovao e flor. A
dentista tentou tirar o dente, balanou mas no
conseguiu tirar. Vim aqui pra fazer distrao mas a
a dentista achou trtaro, achou resina e eu fiz isso
tudo. Fiquei muito satisfeita. (Pcc|enle - Pece
Puc||cc)
Nesse 0|l|mc ccsc, ceslcccse ue c re|clc cc
pcc|enle reve|c suc percepcc ucnlc c prcc|emcs
re|cc|cncccs cc ccessc (c esperc pcrc ser chcmccc) e c
cccrrenc|c ce c|f|cu|ccces lcn|ccs (c prcf|ss|cnc| ncc leve
ex|lc nc excccnl|c). Nc enlcnlc c pcc|enle cec|crc eslcr
scl|sfe|lc ccm c lrclcmenlc e c clenc|menlc pcrue c
cenl|slc cpcnlcu prcc|emcs ue e|c cesccnhec|c.
fc|s re|clcs cemcnslrcm ue c scl|sfccc pcce ncc
eslcr s|mp|esmenle re|cc|cnccc c ccnc|uscc cc ue|xc
72
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
pr|nc|pc| umc vez ue em c|Quns ccscs, c prcf|ss|cnc|
seuer clence c necess|ccce senl|cc cc pcc|enle.
Ccnlucc, cmccs eslcc scl|sfe|lcs. Pcrlcnlc, resc|ver c
ue|xc pr|nc|pc| ncc c 0n|cc fclcr Qercccr ce scl|sfccc
cc pcc|enle e cc prcf|ss|cnc|. /c ccnlrcr|c, nclcuse ue
ucncc c prcf| ss| cnc| cr| enlc c pcc| enle sccre
necess|ccces c|m ccue|cs senl|ccs pe|c mesmc c
scl|sfccc ce cmccs c|ccnccc. Fslc ccservccc
referencccc pe|c cf|rmcl|vc ce ue c ccnce|lc ce eslccc
pcs|l|vc ce sc0ce se refere em Qerc| c uc||ccce ce v|cc
e cc pclenc|c| cc ccnc|cc humcnc ncc eslcncc
re|cc|cnccc cpencs ccm c resc|ucc ce prcc|emcs
8
.
Cs re| clcs cesses enlrev| slcccs ev| cenc| cm,
pcrlcnlc, c |mpcrlcnc|c ce se ccnhecer e respe|lcr c
expeclcl| vc e cemcncc cc pcc| enle ucnlc cc
lrclcmenlc. Pcr culrc |ccc cpcnlcm lcmcm pcrc cs r|sccs
cc |mp|emenlccc ce mcce|cs ce clenc|menlc ue lem
s|cc recenlemenle prcpcslcs - cencm|ncccs C||n|cc cc
Suj e| lc ue prelencem | | m| lcr c lrclcmenlc cc
clenc|menlc exc|us|vc cc cemcncc exp||c|lc cc pcc|enle.
Fv|cenlemenle lc|s mcce|cs represenlcm um s|Qn|f|ccl|vc
cvcnc nc cuscc cc pcrl|c|pccc cc usucr|c ncs cec|sces
referenles cc seu clenc|menlc e c cemccrcl|zccc cc
prccessc ce clencc c sc0ce. Nc enlcnlc, cc ||m|lcr c
p|cnc ce lrclcmenlc cc clenc|menlc exc|us|vc cc
cemcncc exp||c|lccc pe|c pcc|enle pccerc, c mc|c cu
|cnQc prczc, ccmprcmeler seus ccjel|vcs nc mec|cc em
ue c pcc|enle pccerc, um c|c, pcr c|ferenles ccm|nhcs,
ler ccnsc|enc|c ce culrcs prcc|emcs ue cpresenlc e ue
ncc fcrcm |cenl|f|ccccs pe|c prcf|ss|cnc| nc cccs|cc ce
seu clenc| menlc, c ue pccerc Qercr c fc| lc ce
crec|c|||ccce ncs serv|cs ue |he fcrcm preslcccs.
Um Qrcnce n0merc ce pessccs cvc||c suc ccnc|cc
cucc| ce mcne|rc fcvcrcve| mesmc em ccnc|ces
|nscl|sfclcr|cs, prcvcve|menle |ssc se ceve cc fclc ce ue
mu|lcs c|lercces celeclcccs cc excme c||n|cc ncrmcl|vc
scc css|nlcmcl|ccs e cesccnhec|ccs pe|cs |nc|v|cucs
,1,11
.
/s vcr|cve|s re|cc|cncccs c s|nlcmclc|cQ|c cc|crcsc
ccmumenle scc cs ue pcssuem mc|s fcrle csscc|ccc c
necess|ccce senl|cc ce lrclcmenlc cccnlc|cQ|cc.
Pcc|enle lnscl|sfe|lc e Prcf|ss|cnc| Scl|sfe|lc
Nesle Qrupc, cs pcc|enles re|clcrcm ue suc
|nscl|sfccc esleve ||Qccc c |mpcs|cc cc p|cnc ce
lrclcmenlc pe| c prcf| ss| cnc| ue ncc | evcu em
ccns|cerccc c cp|n|cc cc pcc|enle nem lcmpcucc suc
expeclcl|vc.
73
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
Eu quis extrair porque inclusive um dente est
bambo e ento a dentista disse que iria fazer resina
para tentar salvar os dentes, mesmo eu falando que
estava bambo. (Pcc|enle -C||n|cc Ccnven|ccc).
Jc c scl|sfccc cc cenl|slc esleve re|cc|cnccc cc
senl|menlc ce ler execulccc c lrclcmenlc seQuncc cs
pr|nc|p|cs c|enl|f|ccs e ue, nc suc cl|cc, eslcvc fczencc c
me|hcr pcrc c pcc|enle, jc ue e|e, enucnlc prcf|ss|cnc|
ce sc0ce sabe c ue me|hcr pcrc c pcc|enle.
Alguns dentes estavam com mobilidade e num
primeiro momento o paciente queria extrair, mas fiz
uma tentativa com limpeza, remoo de trtaro e
restauraes em resina, mas por fim tive que extrair.
(Denl|slc C|n|cc Ccnven|ccc)
`Procurei a clnica porque queria fazer limpeza
bucal. Concordei com o tratamento proposto pelo
dentista, porque ele dentista e sabe muita coisa
e eu no sei. Se fosse possvel, se tivesse dinheiro eu
colocaria algumas peas porque acho bonito e no
porque o dentista falou para trocar.(Pcc|enle
C||n|cc Ccnven|ccc)
A paciente queria fazer avaliao porque a
gengiva estava sangrando. Foram feitas quatro
sesses de tartarectomia que acho que deveria
fazer primeiro e trs restauraes que eu sugeri
trocar.(Denl|slcC||n|cc Ccnven|ccc)
Neslc fc|c f|cc c|crc ue c prcf|ss|cnc| rec||zcu c
lcrlcreclcm|c pcr ccns|cerc|c lecn|ccmenle necesscr|c
e ncc pcr clencer c sc||c|lccc cc pcc|enle. /c mesmc
lempc, c fc|c cc pcc|enle cemcnslrc ue, emccrc lenhc
ccclccc c prcpcslc cc prcf|ss|cnc| em funcc cc
super|cr|ccce ce seu sccer cuscc res|sl|r c essc |mpcs|cc
cf|rmcncc ue fcr|c c lrclcmenlc prcpcslc pcr umc
cec|scc suc.
Geralmente quando o paciente no fala nada
e aceita o que eu fao, eu sigo uma seqncia.
(Denl|slc - Pece P0c||cc)
/ re| ccc enlre pcc| enle e prcf| ss| cnc|
ncrmc|menle cpresenlc um ccrcler ce ccm|nccc pcr
pcrle ccs prcf|ss|cnc|s e ce sucm|sscc cc pcc|enle, suje|lcs
ue lem |nleresses e v|sces ce muncc c|sl|nlcs. Cu sejc,
essc |mpcs|cc pcce eslcr csscc|ccc, enlre culrcs fclcres,
74
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
c super|cr|ccce ce c|csse scc|c| enlre c c|rurQ|cccenl|slc
e seu pcc|enle
12
.
Esperava resolver as falhas sem incomodar
tanto, fico falando falhado. Di, machuca a boca,
mas a dentista falou que normal.(Pcc|enle -
Ccnsu|lcr|c Pcrl|cu|cr)
`Planejei a reabilitao. A paciente desejava
preencher as falhas e confeccionamos um roach.
Fiquei satisfeita porque o resultado ficou muito
bom.(Denl|slc - Ccnsu|lcr|c Pcrl|cu|cr)
C ue se ccservc nesses ccscs ue c
ccm|nccc cu |mpcs|cc funccmenlccc nc celencc
cc c|scursc c|enl|f|cc. F|c cccrreu mesmc nc ccnsu|lcr|c
pcrl|cu|cr cnce c pcc|enle pcQc pe|cs serv|cs prcf|ss|cnc|s
e cnce c prcf|ss|cnc| cepence cc pcc|enle pcrc suc
sccrev|venc|c. / fcrmccc cc prcf|ss|cnc| ce sc0ce |evc
c c ccrec|lcr ue seu sccer lem mc|s vc|cr ue c cc
pcc|enle e cs lermcs c|enl|f|ccs, cesccnhec|ccs pe|cs
pcc| enles css| m ccmc um c| scursc c| f| c| | pcrc c
ccmpreenscc cc pcc|enle scc |nslrumenlcs ce um
prccessc ce ccm|nccc e |mpcs|cc ce seu sccer
13
.
Prcf|ss|cnc| lnscl|sfe|lc e Pcc|enle Scl|sfe|lc
Ccnslclcuse nesse Qrupc, c pcrl|r cc fc|c ccs
enlrev|slcccs, ue c |nscl|sfccc cc prcf|ss|cnc| esleve
csscc|ccc c percepcc ce ncc ler s|cc ccnlemp|ccc c
expeclcl|vc cc pcc|enle em re|ccc cc p|cnc ce
lrclcmenlc.
Fsse fclc pcreceu Qercr um senl| menlc ce
fruslrccc e |mpclenc|c nc prcf|ss|cnc|.
No fiquei satisfeita porque a expectativa do
paciente no foi alcanada. Ela tinha uma
expectativa muito maior em (...) acredito que ela
no ficou satisfeita. (Denl| slc - Ccnsu| lcr| c
Pcrl|cu|cr)
Fnlrelcnlc, ccservcuse nesses ccscs ue c
pcc|enle cem esc|crec|cc e ccc|h|cc, senlese scl|sfe|lc
|ncepencenle cc resc|ucc ce suc expeclcl|vc.
Na regio da falha eu queria que tampasse
mais do que j tinha tampado, mas a dentista falou
que ia ficar muito grande, mesmo assim ela acabou
fazendo. Estou adorando o tratamento (Pcc|enle
C||n|cc Ccnven|ccc).
75
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
O que eu achei que deveria fazer primeiro era
a parte periodontal, mas ela queria colocar
aparel ho para fechar o di astema. Foi fei to
avaliao e cheguei a concluso que era melhor
fechar com resina. A paciente no aceitou mexer
primeiro na parte periodontal por causa da esttica.
No acho que seria o melhor para ela. (Denl|slc -
C||n|cc Ccnven|ccc).
Nessc 0|l|mc fc|c ceslcccse c fclc ce ue lrclcvc
se ce um prccec|menlc ccm f|nc||ccce esll|cc e ue c
cenl|slc pr|cr|zcu c cesejc cc pcc|enle em re|ccc cc seu
pcnlc ce v|slc. Fsse cccc cemcnslrc mc|s umc vez ue
|evcr em ccnlc c cesejc e c expeclcl|vc cc pcc|enle pcce
Qercr scl|sfccc. F c me|hcr mcne|rc ce se ccnseQu|r |slc
esculcncc e cuv|ncc c pcc|enle. C `esculcr c
mcne|rc cpercc|cnc|, ccncrelc e ccjel|vc ce se respe|lcr,
cce|lcr, ser empcl|cc e ccmpreencer c culrc. /lrcvs cc
esculc clenlc e evc|v|cc c prcf|ss|cnc| cr|c sc|uces e
c|lerncl|vcs ce lrclcmenlc em ccnjunlc ccm c pcc|enle
14
. Cuv|r c pcc|enle e |evcr em ccnlc seus cnse|cs e
necess|ccce exlremcmenle |mpcrlcnle pcrc c cr|ccc
ce v|ncu|cs enlre pcc|enle e prcf|ss|cnc|. / cr|ccc ce
v|ncu|cs cefenc|cc pe|c l|nhc cc Cu|cccc ue prcpce
c cr|ccc ce f|uxcs ue |mp||uem cces resc|ul|vcs ccs
eu|pes ce sc0ce, cenlrcccs nc ccc|her, |nfcrmcr, clencer
e enccm|nhcr. C clenc|menlc rec||zccc em s|nlcn|c ccm
c un|versc ccs usucr|cs pcss|c|||lcncc c surQ|menlc ce |ccs
ce ccnf|cnc e v|ncu|c, |nc|spenscve|s pcrc me|hcrcr c
uc| | ccce ccs serv| cs ce sc0ce e cprcfunccr c
humcn|zccc ccs prcl|ccs
15
.
/|ncc nesse Qrupc cccrreu culrc s|luccc ue fc| c
cc prcf|ss|cnc| cu|pcc|||zcr c pcc|enle pe|c resu|lccc
|nscl|sfclcr|c cc lrclcmenlc, cf|rmcncc ue ncc hcuve
cc| cccrccc pcr pcrle cc mesmc, f| ccncc css| m
|nscl|sfe|lc.
Fiz tartarectomia no inicio do tratamento e no
final o paciente j tinha trtaro novamente. Por isso
no fiquei to satisfeito. (Denl|slc - C||n|cc
Ccnven|ccc)
Estou me sentindo mais aliviada, com um bom
hlito e bem melhor no final do tratamento. Gosto
do que est sendo feito e do carinho com que sou
tratada. (Pcc|enle - C||n|cc Ccnven|ccc)
Neslc s| luccc cc| mc re| clccc, ccservcse
c|crcmenle c cescpcnlcmenlc cc prcf|ss|cnc| ccm c
76
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
cesempenhc cc pcc|enle. Nc enlcnlc, esle seuer se ceu
ccnlc cc |nscl|sfccc cc prcf|ss|cnc| ccm suc h|Q|en|zccc,
cchcncc ue seu lrclcmenlc fc| cem ccncuz|cc e ue
fc| mu|lc cem ccc|h|cc.
Cucncc cs ncrmcs h|Q|en|ccs ncc scc execulcccs
c ccnlenlc, c preju|zc ccusccc c sc0ce cucc| pcssc c ser
clr|cu|cc cs pessccs
1
. Nesse senl|cc ccservcse ue cs
prcf|ss|cnc|s ncc |evcm em ccnlc cs cspeclcs cu|lurc|s, cs
c|f|cu|ccces ccQn|l|vcs cu scc|ceccncm|ccs ccs pcc|enles
pcrc c ccccc ce mec|ccs ce culc cu|cccc, c ue,
prcvcve|menle lcmcm um ref|exc cc fcrmccc
prcf|ss|cnc| ncrmcl|vc, c|c|cQ|c|slc e culcr|lcr|c.
C cenl| slc, ce pcsse ce suc sucj el| v| ccce
ccccem|cc e prcf|ss|cnc|, lence c pr|cr|zcr c lrclcmenlc
ce ccencs cl|vcs, pcrm mu|lcs vezes c pr|cr|ccce ccs
pcc|enles, |nc|v|cucs ce cu|lurcs e h|slcr|cs ce v|cc
c|ferenles, eslc nc esll|cc e e||m|nccc ce suc ccr,
Qercncc enlcc um ccnf||lc ce vc|cres nesle p|cnejcmenlc
cccnlc|cQ|cc.
Fm c|Qumcs s|lucces, em ue c prcf|ss|cnc| c|lerc
sucs pr|cr|ccces ce lrclcmenlc scl|sfczencc cpencs cs
cesejcs ccs pcc|enles, perceceuse ue esle lence c
senl|rse mencs scl|sfe|lc, c ue re|lerc cs ccmenlcr|cs jc
fe|lcs sccre c supremcc|c cc sccer prcf|ss|cnc|, c|enl|f|cc
e cr|uncc ce c|csses scc|c|s super|cres, sccre c cesejc cc
pcc|enle
17
.
Acho que deveria tratar primeiro a parte
periodontal, mas a paciente quer que eu mexa
primeiro nos dentes da frente por causa da esttica
e por isso vou comear primeiro pela esttica. No
fiquei satisfeito principalmente por causa da
questo peri odontal . (Denl| slc - C| | n| cc
Ccnven|ccc)
Fsscs s|lucces fcrcm mc|s fre0enles nc serv|c
pr|vccc (ccnsu|lcr|c pcrl|cu|cr e ccnven|c) cnce c cenl|slc,
ue cepence f|ncnce|rcmenle cc pcc|enle, lence c
cecer ccs cesejcs cesles, ncs s|lucces prcf|ss|cnc|s em
ue cescQrcccr c pcc|enle pcce resu|lcr nc percc cc
mesmc. Jc nc rece puc||cc esse l|pc ce s|luccc fc| mencs
ccmum, pcss|ve|menle pcrue neslc, c re|ccc pcc|enle
prcf|ss|cnc| ncc sejc |nf|uenc|ccc pe|c fclcr f|ncnce|rc,
|evcnccc c ccrec|lcr ue ncc cepencc cc scl|sfccc
cc usucr|c.
77
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
/mccs lnscl|sfe|lcs
Neslc ccleQcr|c c cccrrenc|c cc |nscl|sfccc nc
re|ccc pcc|enle]prcf|ss|cnc| pcce ser ev|cenc|ccc
clrcvs ccs c|verQenc|cs enlre c prcpcslc cc p|cnc ce
lrclcmenlc e c expeclcl|vc cc pcc|enle, c fc|lc ce
envc|v|menlc cc prcf|ss|cnc| em re|ccc cc pcc|enle, ncc
ccnc|uscc cc mcl|vc cc ccnsu|lc, cesencccecncc um
prccessc ce cesQcsle e pcss|ve| rcmp|menlc ceslc
re|ccc.
No fiquei satisfeita porque eu no vi o que ela
fez, mexeu, mexeu, mexeu e no vi resultado. Ela
tampou um dente que eu precisava arrancar; eu
sei que precisava arrancar porque a raiz tava toda
para fora, eu tirei raio X, e agora vou pedir para
tirar o dente.(Pcc|enle Pece P0c||cc).
Ela queria extrair o dente, mas eu falei com ela
que o dente podia fazer canal. Coloquei o curativo.
falta de conscincia a gente sair extraindo os
dentes de todo mundo que pede para
extrair.(Denl|slc Pece P0c||cc).
Chcmc c clencc c fclc ccs pcc| enles
permcnecerem em lrclcmenlc c cespe|lc ce suc
|nscl|sfccc. Prcvcve|menle |ssc se ceve cc fclc ce e|es
ncc lerem culrc c|lerncl|vc ce clenc|menlc ue |hes sejc
v| cve| eccncm| ccmenle. Fssc s| luccc fc| pcucc
ccservccc nc c||n|cc pcrl|cu|cr, prcvcve|menle pcrue,
nesses ccscs ce | nscl| sfccc ccs cucs pcrles
prcvcve|menle c pcc|enle cplcr|c pe|c prccurc ce culrc
prcf|ss|cnc|.
Ccns|cercces F|nc|s
/lrcvs cc re|clc ce pcc|enles e prcf|ss|cnc|s nc
serv|c p0c||cc, ncs c||n|ccs ue lrccc|hcm ccm c s|slemc
ce ccnven|cs e em ccnsu|lcr|cs pcrl|cu|cres fc| pcss|ve|
ccservcr ue c scl|sfccc ce pcc|enles e prcf|ss|cnc|s ccm
c lrclcmenlc prcpcslc e execulccc ncc eslc c|relcmenle
re|cc|cnccc ccm c s|slemc ce clenc|menlc e umc vez
ue fcrcm |cenl|f|ccccs pcc|enles e prcf|ss|cnc|s scl|sfe|lcs
e |nscl|sfe|lcs ncs lres mccc||ccces pesu|scccs.
Nc un|versc pesu|sccc c scl|sfccc ccs pcc|enles
esleve re|cc|cnccc ccs cs seQu|nles e|emenlcs:
- /lenc|menlc cs necess|ccces exp||c|lcccs pe|cs
pcc|enles (necess|ccce senl|cc),
78
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
- lnfcrmccc e esc|crec|menlc ccs pcc|enles ccs
necess|ccces ccservcccs pe|c prcf|ss|cnc| e
|nc|uscc ccs mesmcs nc p|cnc ce lrclcmenlc,
- Fslcce|ec|menlc ce v|ncu|cs enlre c pcc|enle e
c prcf|ss|cnc| ce fcrmc c pcss|c|||lcr ue c
pr|me|rc se s|nlc ccc|h|cc, cuv|cc e cu|cccc,
Fm re|ccc ccs prcf|ss|cnc|s, cs seQu|nles e|emenlcs
pucercm ser csscc|cccs c suc scl|sfccc.
- /lenc|menlc c necess|ccce exp||c|lccc pe|c
pcc|enle,
- Ccmpcl| c| | | ccce enlre c p| cnej cmenlc e
execucc cc lrclcmenlc ccm cs pr|nc|p|cs
ncrmcl|vcs e c|enl|f|ccs, reve|cncc c pr|cr|zccc
ce lc|s e|emenlcs sccre c clenc|menlc cs
necess|ccces ccs pcc|enles,
- Ccnccrccnc|c cc pcc|enle ccm c lrclcmenlc
prcpcslc.
Nc enlcnlc, ex|slem prcf|ss|cnc|s ue ncc |evcm em
ccnlc c scl|sfccc cc pcc|enle pcrc ue se s|nlcm
rec||zcccs ccm c lrclcmenlc execulccc. Fx|slem c|ncc
cue|es ue clr|cuem suc |nscl|sfccc ccm c lrclcmenlc
c ncc ccccc ce mec|ccs ce h|Q|ene cucc| pe|cs
pcc|enles cu|pcncccs pe|cs resu|lcccs ue ccns|cercm
|nscl|sfclcr|cs.
/ v|scc ce muncc, c c|csse scc|c| h|ercru|ccmenle
super|cr e c fcrmccc ccs prcf|ss|cnc|s |nf|uenc|cm suc
expeclcl| vc, c p| cnej cmenlc e c execucc cc
lrclcmenlc.
/ cef|n|cc cc p|cnc ce lrclcmenlc ceve, pcrlcnlc,
ccnlemp| cr lcnlc c necess| ccce ccservccc pe| c
prcf|ss|cnc| ucnlc c percepcc ccs necess|ccces pe|c
pcc|enle pcrc ue se pcssc ccnslru|r umc re|ccc humcnc
ce preslccc ce serv|cs em ue cmccs cs pcrles f|uem
scl|sfe|lcs. / v|scc lecn|c|slc, pcr s| sc, ncc ccpcz ce supr|r
cs expeclcl|vcs ccs usucr|cs Qercncc cpencs umc
scl|sfccc ccue|es ue c preccn|zcm. Pcr culrc |ccc, c
prcpcslc ce se cler exc|us|vcmenle cc clenc|menlc ccs
necess|ccces senl|ccs pe|cs pcc|enles lcmcm ncc
suf|c|enle pcrc Qercr c scl|sfccc ccs mesmcs. /s
necess|ccces senl|ccs pe|cs pcc|enles css|m ccmc
cue| cs ccservcccs pe| c prcf| ss| cnc| cevem ser
ccnlemp|cccs nc p|cnc ce lrclcmenlc numc perspecl|vc,
c pcrl|r ce um c|c|cQc esc|crececcr e cemccrcl|cc,
pculccc pe|c ccpcc|ccce ce esculc cc prcf|ss|cnc|, pcrc
ue se prcmcvc um clenc|menlc ce mc|cr ccrcnQenc|c
e me|hcr uc||ccce. C ccc|h|menlc ccs usucr|cs, c esculc
ce sucs necess|ccces, c p|cnejcmenlc cc prcpcslc ce
lrclcmenlc |evcncc em ccns|cerccc necess|ccces
percec|ccs e ncrmcl|vcs pccem se ccnf|Qurcr ccmc um
79
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
|mpcrlcnle ccm|nhc pcrc ue hcjc c cr|ccc ce v|ncu|cs
ncs re|cces enlre cs c|rurQ|cescenl|slcs e cs seus
respecl|vcs pcc|enles, ccnlr|cu|ncc css|m pcrc c ccccc
ce mcce|cs ce clenc|menlc ccpczes ce Qercr c scl|sfccc
ccs c|ferenles seQmenlcs ne|e envc|v|ccs.
/BSfP/Cf
The conception of felt needs has been discussed in literature opposing
observed needs. In general, in health services, the normative need is put
before the felt need, and this has motivated the building of new strategies.
The purpose of this study was to detect compatibilities and incompatibilities
between the expectations of the patients seeking treatment (felt needs)
and the professionals planning (observed need), and the influence of these
elements in the satisfaction of both. Interviews were carried out in a Public
Health Center, a private dentists office and an insured clinic. Adult patients
and dentists participated on this study. Categories regarding the
satisfaction of both the patient and the dentist regarding the treatment
were established. . It was concluded that the satisfaction of patients and
professionals was not related to the service system, and that the satisfaction
of the patients was related to the fullfilment of their felt needs, the
explanation about the necessity observed by the professional, and the
creation of a bond between the patient and the professional in a way that
the patient felt welcomed and cared for. The satisfaction of the
professionals was related to the planning and execution of a treatment
compatible with the normative and scientific principles, together with the
satisfaction of their patient. The welcome of the patients, the attention to
their needs, and the planning done by the perception of their felt and
observed needs, contributed to the creation of a bond between them and
the satisfaction of both concerning the provided treatment.
Key words: felt need, observed need, satisfaction
PFFFPFNCl/S
lcure|| /sc C. / sc0ce ccenc ccmc prccessc scc|c|. ln: Nunes, Fvercrcc D.
lec|c|nc Scc|c|: cspeclcs h|slcr|ccs e lecr|ccs. Scc Pcu|c: G|ccc|,
183.ccp.4, p.133158.
She|hcm /. / celerm|nccc ce necess|ccces ce lrclcmenlc cccnlc|cQ|cc:
umc cccrccQem scc|c|. ln: P|nlc, V.G..Sc0ce Bucc| Cc|el|vc. 4. ec. Scc
Pcu|c: Scnlcs, 2. ccp., p.22325.
Scuzc FCF, C||ve|rc /GPC. C prccessc sc0ceccenc. ln: Un|vers|ccce Fecerc|
cc P|c Grcnce cc Ncrle. Depcrlcmenlc ce Cccnlc|cQ|c prevenl|vc e
scc|c|: lexlcs se|ec|cncccs. Nclc|: FDUFPN, 17. p.872.
furr|n| PNf. Pesc|ul|v|ccce ccs serv|cs ce sc0ce e scl|sfccc cc c||enle. ln:
C|cnc|cru||c, fcmcrc l. (crQ.) Sc0ce nc fcm|||c e nc ccmun|ccce. Scc Pcu|c:
Pcce Fc|lcr|c|, 22. p.12 122.
l|ncyc lCS. C Descf|c cc Ccnhec|menlc: pesu|sc uc||lcl|vc em sc0ce.
.ec. Scc Pcu|c P|c ce Jcne|rc : Huc|lec /crcscc, 1. 2p.
Cc|emcn GC. P|cnejcmenlc cc frclcmenlc Cccnlc|cQ|cc. ln: Cc|emcn GC,
Ne|scn JF. Pr|nc|p|cs ce D|cQncsl|cc Bucc|. P|c ce Jcne|rc: Gucncccrc
KccQcn, 1. ccp.12. p.147-15.
Hc|kc| DS, Ferre|rc FF, lcre|rc /N. Sc0ce cucc| em um Qrupc ce |ccscs
|nsl|luc|cnc||zcccs.(D|sserlccc) Be|c Hcr|zcnle, l|ncs Gerc|s: Fccu|ccce
ce Cccnlc|cQ|c cc UFlG. 24. 133 p.
Pces /lC, Pcrl|||c J/C. /ulcpercepcc ce uc||ccce ce v|cc re|cl|vc c sc0ce
cucc|. Pev|slc Brcs||e|rc ce Cccnlc|cQ|c em Sc0ce Cc|el|vc. 2, 1:75
88.
80
/ru|vcs em Cccnlc|cQ|c, Be|c Hcr|zcnle, v.42, n.1, p.18, jcn.]mcr. 2
lcllh|cs PF, /lch|scn K/, luccen JF, DeJcnQ F, Schve|lzer SC. Fcclcrs cffecl|nQ
se|frcl|nQs cf crc| hec|lh. J Puc||c Hec|lh Denl. 15, 55: p.1724.
Jckcv|c /, lccker D. D|sscl|sfccl|cn v|lh crc| hec|lh slclus |n cn c|cer ccu|l
pcpu|cl|cn.J Crc| Hec|lh Denl. 17, 57: p.447.
S||vc SPC, Ferncnces P/C. /ulcpercepcc ccs ccnc|ces ce sc0ce cucc|
pcr |ccscs. Pev. Sc0ce P0c||cc. 21, 35: p.8.
lcrl|ns Fl. Ccnslru|ncc c vc|cr sc0ce cucc|. /cc cc|el|vc.1, 11: p.5.
Bc|lcnsk| l. /s c|csses scc|c|s e c ccrpc. 3. ec. P|c ce Jcne|rc: 18: 11p.
l|rcncc CF. /lencencc c pcc|enle: (perQunlcs e respcslcs pcrc c prcf|ss|cnc|
ce sc0ce). Be|c Hcr|zcnle: Crescer, 1: 257p.
BP/Sll. llNlSfFPlC D/ S/UDF. Diretrizes da Poltica Nacional de Sade Bucal.
Braslia:2004. Disponvel em <hllp]]pcrlc|.scuce.Qcv.cr]scuce]cru|vcs]
pcf]pc||l|cc_ncc|cnc|_crcs||_scrr|cenle.pcf>Acesso em 25 julho 2004
Ccrne|rc /lC, Werneck l/F. Percepcc em sc0ce cucc|: vc|cres, cl|luces
e prcc|emcs ce um Qrupc ce pessccs res|cenles nc crec rurc| ce
Brcz|cnc|c DF (D|sserlccc). Be|c Hcr|zcnle, l|ncs Gerc|s: Fccu|ccce ce
Cccnlc|cQ|c cc UFlG. 21. 24p.
Vc||c VV. Sccre pcrl|c|pccc pcpu|cr: umc ueslcc ce perspecl|vc. Cccernc
ce sc0ce p0c||cc.18, 14: p. 718.

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