A Web-Based Tool for Monitoring and Evaluating Health Care Services: An Analysis of Centers for Dental Specialties Webpage

ABSTRACT

Objective: To evaluate the quality of Centers for Dental Specialties (CEO) using an electronic tool - the CEO webpage. Material and Methods: Evaluative research was carried out through the use of a web-based tool, which has two modules with forms for the evaluation of quality of CEO components to Managers and Professionals. The tool generates classification scores and recommendation letters according to the score obtained. Satisfactory classification was used for scores equal to or above 7.0 and unsatisfactory for scores lower than 7.0. Representatives of manager and professionals of CEOs who attended the invitation of the research were qualified to use the CEO webpage. Portal data were analyzed in a descriptive way and the average scores were tested according to service and context variables. Results: Thirty-eight health facilities were evaluated. The average score for CEOs was rated as satisfactory for both the Manager and Professional modules. However, when quality components were evaluated, there was higher concentration of unsatisfactory scores to those related to the work process, particularly to the quality components of Personnel Management; Social control and Financing; and, Organizational Criteria. Conclusion: The CEO webpage, for instantly generating evaluation and recommendations for change, is easy to handle and lacks minimal technological resources (computer with access to the internet network), has become a tool for information management that allows immediate decision making. In addition, they can make a major contribution to planning / management support in identifying critical aspects of the service that impair quality, with strong potential to serve as supplementary institutional support to PMAQ / CEO. Initiatives such as the CEO webpage should be encouraged and disseminated for use within Unified Health System.