Internal marketing and quality assurance through patient feedback

Kress, Gerard C.; Silversin, Jacob B.

doi:10.14219/jada.archive.1985.0296

Cited by 13 publications

(5 citation statements)

References 4 publications

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“…We found appointments to be the predominant category of complaint over the four years of the study, with communication as the second highest overall (Figure 2). While the difference was not significant, these findings support the recommendation made by Kress and Silversin 5 that institutions should focus on communication. Dental school graduates may be bringing this problem with them from their school clinics into their practices.…”

Section: Discussionsupporting

confidence: 75%

“…Patient bias has also been found to play a significant role in whether or not he or she complains—a factor that cannot be controlled by the provider 4 . Older individuals, women, more educated people, and people earning higher incomes have been reported to be more satisfied with dental services 5,6 …”

mentioning

confidence: 99%

“…However, Chapko et al 10 found the dentist‐patient relationship to be an important factor. In 1985, Kress and Silversin also saw communication as an important feature of patient satisfaction, along with facilities, staff, appointment, quality, costs, and the dentist 5 …”

mentioning

confidence: 99%

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An Analysis of Patient Grievances in a Dental School Clinical Environment

Sachdeo

Konfino

Icyda

et al. 2012

Journal of Dental Education

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Patient satisfaction is an integral part of assessing the quality of oral health care. As dental care becomes more impersonal, competitive, and expensive, the potential for patient complaints is on the rise. Dental school clinics may be more vulnerable to patient grievances due to inexperienced student providers, less eficient delivery of care, challenges related to continuity of care, and the complexity of adhering to institutional policies. Effective management of patient complaints can assist both individuals and institutions toward providing the highest quality of care achievable in the demanding dental education environment. Despite the obvious beneit, there is a dearth of recent studies that analyzed complaints in either the private practice setting or dental school clinics. The purpose of this study was to categorize and analyze the complaints received from patients seeking treatment at a large dental school clinic from 2005 to 2008. It was found that the combined complaints for all four years in descending order were regarding appointment, communication, money, quality, and other. No statistically signiicant association was found between the type of complaint and time of year. Most importantly, it was found that the system for recording complaints needed to be standardized in order to improve the quality of patient care. The indings from this study will not only facilitate adjustment of the school's current curricula and policies, but could also guide other institutions and private dental practitioners toward better patient care.

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Section: Discussionsupporting

confidence: 75%

mentioning

confidence: 99%

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An Analysis of Patient Grievances in a Dental School Clinical Environment

Sachdeo

Konfino

Icyda

et al. 2012

Journal of Dental Education

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“…The study conducted in the US reported the dentist’s awareness of patient discomfort and explanation of treatment as the two most important issues. Similarly, another study conducted in the US reported personality and communication to be most important to satisfaction with dental care [21]. It has been seen that the patients prefer a caring and pleasant dentist as compared to a skilled one alone [22].…”

Section: Discussionmentioning

confidence: 99%

Patient perceptions in quality of care: report from university veterans clinic

Rai¹,

Tyrrell

Carey

et al. 2019

BMC Oral Health

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BackgroundThe Heroes Clinic is a unique dental clinic housed at the University of Colorado School of Dental Medicine that offers military veterans dental care at no or minimal cost. The aim of this study is to collect patient feedback on their perception of the quality of care they receive at the Heroes clinic.MethodsA cross-sectional study design was used to gather patient feedback on empathy and quality of care using Service Quality Measures (SERVQUAL) and Dental Satisfaction Questionnaire (DSQ) frameworks. Mean scores were calculated to determine the average of positive or negative responses. Fisher’s exact test was conducted to test any significant differences between the patients’ perception of quality of care they receive at the Heroes clinic (outcome variable) and the SERVQUAL and DSQ independent variables.ResultsOne hundred and seventy-seven veterans responded to the survey with a response rate of 35%. Over 50% of patients were between the ages of 20–35 years and 63% were students. The mean scores demonstrated high levels of all variables. Bivariate analysis for SERVQUAL data determined that veterans agreed to conditions demonstrated by four scales of empathy and all scales of responsiveness (p < 0.05). DSQ bivariate analysis revealed that veterans agreed to conditions demonstrated by four scales of quality of care, two scales of pain management, one scale of accessibility, and also general satisfaction pertaining to the received dental care (p < 0.05).ConclusionsHeroes clinic has provided quality dental care to veterans as attested by the patients.

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“…About 35% of dentists hold hospital appointments. 2 As an indicator of the important role of dental health in health care organizations, in 1979 the American Dental Association (ADA) became a member organization of the Joint Commission on the Accreditation of Healthcare Organizations (JCAHO), the accrediting body for health care or-ganization~.~ As part of meeting JCAHO standards for accredited organizations, hospital dental facilities have become increasingly involved with quality assurance activities. While JCAHO has few criteria or standards by which to directly evaluate dental care, it does consider patient satisfaction to be an important area of quality assurance for monitoring and evaluating care.…”

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confidence: 99%

Patient satisfaction with dental care in a municipal hospital

Badner

Bazdekis

Richards

1992

Special Care in Dentistry

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Quality assurance activities are an important part of a hospital dental department. This study reports the results of a patient satisfaction questionnaire distributed as part of the quality assurance activities at a municipal hospital. The results show patient satisfaction questionnaires are applicable to the hospital setting, patients report relative satisfaction with the care received, and they can identify specific areas of satisfaction and dissatisfaction. The number of visits, easy access and convenience to the clinic, and out-of-pocket payment for dental care are predictive of satisfaction with the dental care received at this clinic.

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Internal marketing and quality assurance through patient feedback

Cited by 13 publications

References 4 publications

An Analysis of Patient Grievances in a Dental School Clinical Environment

An Analysis of Patient Grievances in a Dental School Clinical Environment

Patient perceptions in quality of care: report from university veterans clinic

Patient satisfaction with dental care in a municipal hospital

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