Objective To assess the association between user satisfaction in relation to secondary dental care services and the structure and process of Brazilian Dental Specialty Centers (CEO, in Portuguese). Methods This study used nationwide secondary data from two CEO evaluation cycles. Ten users from each CEO answered questions on the self‐perception of healthcare quality and satisfaction with health services. Latent class analysis (LCA) was performed to identify subgroups of satisfied and dissatisfied users (outcome). The CEO structure included equipment, supplies, instruments, ambience and type of CEO (type I, II or III, according to the number of dental chairs and dental professionals). The work process referred to the planning/monitoring of actions, collaborative care, characteristics of the demand for medical care /the organization of scheduling, and continuing education for employees. Covariables concerned user profiles. A multilevel logistic regression model was used (p‐value <.05). Results Seven thousand nine hundred and ninety‐seven users in 794 CEOs, together with 10056 users in 911 CEOs, participated in the 1st and 2nd evaluation cycles, and satisfied users corresponded to 85.3% and 87.1%, respectively. In both cycles, the CEO’s structural characteristics explained most of the variance in satisfaction. CEOs with more favourable structural characteristics showed higher satisfaction. Users from CEOs, type II and III, and those who received dental care where there was an interruption of services due to a lack of equipment or instruments reported a lower level of satisfaction. CEOs that organize their demand through referrals received from primary care dentists who have participated in continuing education actions for dental professionals presented a higher frequency of satisfied users. Conclusions Characteristics of the process and structure were associated with user satisfaction, but a quality of care was perceived by users, mainly due to structural characteristics.

Resumo Este estudo objetivou construir teorização a partir da concepção de atores sociais acerca das razões da não inserção da atenção à saúde bucal na Estratégia de Saúde da Família (ESF) no município de Juiz de Fora, Minas Gerais. Trata-se de um estudo qualitativo, fundamentado no referencial teórico construído com base na Política Nacional de Saúde Bucal e metodológico na Teoria Fundamentada nos Dados (TFD). Foram realizadas 11 entrevistas intensivas com atores sociais da gestão, do controle social e cirurgiões-dentistas do serviço público do município. Os dados foram categorizados segundo a TFD e a partir do processo de análise dos dados, construiu-se a teorização do estudo e obteve-se como categoria central “Consequência de uma concepção hegemônica doença-centrada da saúde para o modelo de atenção à saúde bucal”. A concepção de saúde dos atores sociais do município contribuiu para a não inserção da atenção à saúde bucal na ESF. A teorização permitiu a identificação da origem das condições do fenômeno estudado e poderá contribuir para tomada de decisões dos atores sociais em futuras ações políticas.

This study aimed to theorize, by means of social actors’ conception, about the reasons for the non-inclusion of oral health in the Family Health Strategy (FHS) in the city of Juiz de Fora, Minas Gerais, Brazil. This is a qualitative, exploratory, descriptive, and analytical study based on the grounded theory methodology and the National Oral Health Policy. Eleven interviews were performed with public managers, delegates who participate in the municipal health council, and dental surgeons who belong to the public health service. The theorization of the study was created through the data analysis process, which resulted in “a consequence of the dominant disease-centered oral health care model” as the main category. Data were categorized according to a methodological framework. The health concept set forth by local social actors contributed to the non-inclusion of oral healthcare teams (OHTs) in the FHS. This theorization identified the origins of the studied phenomenon and can aid in future policy decision-making carried out by local social actors.