Patient Satisfaction with Dental Treatment at a University Dental Clinic: A Qualitative Analysis

Objectives: The aim for this study was to identify important factors influencing patient satisfaction in a university-based dental clinic, through qualitatively analyzing patient answers to an automated survey sent by the University of Iowa College of Dentistry.
Methods: From 6/1/2014 to 1/30/18, 7,827 patient satisfaction surveys were collected. We conducted thematic analysis on the 10,956 patient responses to three open-ended questions: “What was the best thing about your experience with our clinic?”, “Is there anything that you wish were different about our clinic?”, and “Do you have any other comments or suggestions?”. A thematic coding dictionary was inductively developed using content analysis using MAXQDA 2018 Standard, a qualitative data management software program. Any discrepancies were resolved through consensus and new codes or definitions of current codes were modified and applied. The finalized thematic dictionary included 12 thematic categories, developed from 52 working codes, and enabled the patient annotations to be grouped and sorted based on common themes to highlight significant aspects about the patient experience.
Results: Four notable themes that emerged from patient comments include: satisfaction with the emotional care (e.g. helpfulness, friendliness, empathy), satisfaction with skills and treatment provided by various personnel, dissatisfaction with the front desk and scheduling experience, and the high value patients place on clear communication about cost/insurance, treatment planning, waiting times, as well as the communication between departments, the dental student and the faculty, and the providers and the front desk.
Conclusions: This research has taken highly valuable information and qualitatively analyzed it in a way that can help make positive changes within the college. With this data, we can emphasize areas for improvement and take steps towards making changes to enhance the patient experience. The analysis of the patient satisfaction surveys has the potential to move the College of Dentistry further in the direction of patient-centered care.