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

Abstract

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.

Oral cancer awareness in patients attending university dental clinics: A scoping review of Australian studies

“…24 University-associated dental teaching hospitals and out-patient clinics are uniquely placed to provide holistic oral health care to a wide-range of patients owing to their location, extended clinical settings and provision of comprehensive and highly specialist dental care. 25,26 Indeed, in many regional centres, university clinics might be the only option to obtain timely and affordable treatment due to significant oversubscription of the public health care system in Australia. 27,28 Within these teaching clinics, students provide, under the supervision of experienced clinical educators, definitive dental treatment to patients following precise and accurate oral diagnosis.…”

Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare

“…Service quality of hospitals is widely measured with scales that gauge patients' perspective (Shafiq et al, 2017). Five-point Likert scale is extensively used and accepted in the literature for the application of the SERVQUAL to hospital service quality by many researchers, such as , Altuntas and Yener (2012), Altuntas et al (2020), Altuntas and Kansu (2019), Shafiq et al (2017), Rai et al, 2019;Aghamolaei et al (2014) and Li et al (2015). Therefore, a five-point Likert scale was used in the survey study.…”

“…(2012),Altuntas and Yener (2012),Altuntas et al (2020),Altuntas and Kansu (2019),Shafiq et al (2017),Rai et al, 2019;Aghamolaei et al (2014) and …”

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