RECLAMAÇÕES FUNDAMENTADAS DE ÂMBITO ODONTOLÓGICO NO PROCON DO ESTADO DA PARAÍBA

Abstract

Introduction:  The relationship between patients and professionals, seen as contracting the provision of services, together with the advent of the Consumer Protection Code, brings as a consequence greater knowledge of rights by consumers, who have started to complain more often and to seek compensation for possible damages caused. Objective: Analyze the substantiated complaints of dental scope obtained from the PROCON of Paraíba. Material e Methods: Documentary observational study, with a universe composed of all substantiated complaint processes arising from the reports made available, through the Nacional Consumer Protection Information System, by PROCON of Paraíba, with the sample represented by dental complaints between 2015 and 2019, wich where descriptively analyzed. Results: 12.163 substantiated complaints were registered, 58 of wich in the dental field (0,47%); the year with the highest percentage found was 2016 (0,72%); of the dental complaints, there was a higher frequency of cases related to dental plans (70,68%), followed by dental clinics (27,58%), leaving only one complaint registered in the category dentists (1,72%); its main reasons were problems with Customer Service (SAC), improper or unauthorized charges and misleading advertising; and there was a predominance of compliance with claims. Conclusion: There was no steady growth in dental complaints obtained from PROCON/PB between the years 2015 to 2019; dental plans were its the biggest target, with the main reason being the complaint against the SAC.