Patient satisfaction with dental care services in the United Kingdom

Objective: Patient satisfaction is increasingly being seen as an important component of quality care and care cannot be high quality unless the patient is satisfied. The present study was undertaken to investigate patients' satisfaction with aspects of patient care and services received at a University Dental Hospital in the UK. Method: Data on patients' experience with and perceptions of ancillary and clinical services, including waiting room facilities, waiting times, professionalism of staff, communication with clinical staff, and overall satisfaction were collected by means of an anonymous previously validated questionnaire distributed to patients attending the restorative clinics at the Bristol Dental Hospital between May and July 2006. Results: Of the 823 patients invited to participate in this survey, 803 (98%) patients had completed the questionnaires. Data was analysed using non-parametric statistics for any significant differences in the scores for reason for attendance, duration of attendance, communication, and overall satisfaction with ancillary and clinical services according to the different demographic groupings of the respondents (alpha = 0.05). The majority of respondents were found to be satisfied with patient care and services, with mean satisfaction scores of 53% and 73% for ancillary and clinical services respectively. Statistically significant associations were found between respondents' age and satisfaction with ancillary (p<0.001) and clinical (p<0.001) services, reason for attendance and satisfaction with clinical services (p=0.04), and duration of attendance and satisfaction with ancillary (p=0.012) and clinical (p=0.001) services. Reasons for dissatisfaction were found in relation to waiting room facilities and waiting times. Conclusion: The majority of patients surveyed were satisfied with aspects of patient care and services. The comments made by the respondents provided useful information about issues important to patients and ways to address them. Furthermore, the information obtained may be useful for establishing new strategies for improvement to patient care services.