Patient satisfaction with dental treatment at a university dental clinic: A qualitative analysis

Abstract

Purpose/Objectives The aim for this study was to identify important factors influencing patient satisfaction in a university dental clinic, through qualitative analysis. Methods From June 1, 2014 to January 30, 2018, 7827 patient satisfaction surveys were collected. A thematic analysis was conducted on the 10,956 patient responses to 3 open‐ended questions. A thematic coding dictionary was inductively developed using thematic analysis managed with MAXQDA 2018 Standard, a qualitative data management software program. Results The thematic dictionary included 12 categories, developed from 48 working codes, and enabled the patient annotations to be grouped and sorted based on common themes to highlight significant aspects of the patient experience. Four notable themes that emerged from patient comments include: (1) satisfaction with the emotional care felt during their appointments; (2) satisfaction with skills and treatment provided and the connections made with various personnel; (3) the importance of establishing and maintaining patient expectations throughout their care; and (4) the high value patients place on clear communication with the patient, as well as the communication between departments, dental student and faculty, providers, and front desk. Conclusion The results of this study highlight 12 key themes related to the patient experience at the College of Dentistry from the patients’ perspective. These data provide insight into aspects of the dental experience that have a large effect on patient satisfaction. With this knowledge, steps can be taken to enhance the patient experience and, therefore, help dental schools move further in the direction of person‐centered care.

Patient´s oral health literacy and associations with sociodemographic, source of information, and oral health variables

“…The results of this study indicated that socioeconomic and individual factors and the source of information used to obtain dental information were associated with a lower level of OHL. An accurate understanding of the patients' levels of OHL and their determinants can contribute to dental students and professionals to adapt the communication processes and clinical environment to improve the quality of care and oral health outcomes 14,15 .…”

Assessing the effectiveness of a collaborative educational initiative engaging different learners

“…The educational progress and person-centered care are reinforced by sharing knowledge between the academic institutions and corporations. 1,2 Such key collaborations may facilitate exposure to continuing education (CE) programs, foster life-long learning, and further support the increased interest of recent graduates in CE.…”

“…To facilitate a meaningful learning environment, best practices recommend highlighting the similarities and differences between the novel material substitutes and the traditional solutions using the autogenous graft, the “gold standard”. The educational progress and person‐centered care are reinforced by sharing knowledge between the academic institutions and corporations 1,2 . Such key collaborations may facilitate exposure to continuing education (CE) programs, foster life‐long learning, and further support the increased interest of recent graduates in CE.…”

Evaluation of dental students' clinical communication skills from three perspective approaches: A cross‐sectional study

“…10 Additionally, demographic factors such as the age of the patient and the gender of the clinician may also affect patients' satisfaction. [11][12][13] Besides that, patient familiarity with the clinicians and their experience receiving treatment affects the satisfaction in communicating with their clinician. 14 Thus, the realization of the importance of communication skills in dentistry has led to dental schools now providing their students with skills-based communication components in their curriculum.…”