University of Washington Dental School Patient Satisfaction Survey

An ongoing patient satisfaction survey is being used at the University Of Washington, School Of Dentistry (UWSoD) to assess and address quality of care issues. One objective of this study is to gather data on patient satisfaction levels, thereby influencing healthcare quality and contributing to policy making.

Method:

The study population comprised of all patients that came to the UWSoD s pre-doctoral and graduate dental clinics during the summer quarter 2012.   At enrollment, each patient completed a short questionnaire provided by the front desk staff .  The questionnaire was collected later in a drop box.  Most survey questions were close-ended based on a Likert scale. The questions focused on a) Quality issues such as patient satisfaction with his/her care.  b) Access issues such as how easy it was for the patient to make appointment or wait time to get treatment.  c) Interpersonal issues such as student-dentist and staff ‘s attitude, and  d) Demographics such as patient’s age, gender, level of education, and employment status.

Result:

Our objective was to have 300 total returned questionnaires from pre-doctoral and graduate dental clinics.  Currently, we have 102 completed questionnaires (55 from pre-doctoral and 47 from graduate clinics).  There were obvious variation in responses on satisfaction levels related to gender and age.  92 % of the patients in general were pleased with the quality of dental treatment provided. This satisfaction level was higher in males and in age group over 65 years.  An open-ended question also provided an insight to improvements in the services provided.

Conclusion:

Males over 65 years of age showed the highest satisfaction levels.  ‘Lower cost for service’ was identified as the primary reason for choosing treatment at UWSoD.   The key items causing dissatisfaction were identified and the overall results were used to assess disparities in satisfaction levels.