Practical marketing for dentistry. 3. Relationship marketing and patient/customer satisfaction

Ball, Rafael

doi:10.1038/sj.bdj.4809129

Cited by 12 publications

(13 citation statements)

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“…Patient satisfaction with health services is therefore a proxy measure of hospital performance, and its use has been recommended for evaluating the quality of care (2)(3)(4). Dental clinics with a high patient satisfaction score, for example, have been shown to have high credibility (4).…”

Section: Introductionmentioning

confidence: 99%

Satisfaction with urgent oral care among adult Tanzanians

et al. 2009

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The aim of this study was to determine patient satisfaction with urgent oral care and to evaluate the association between patient satisfaction and different aspects of such care. A 5-point Likert scale questionnaire on patient satisfaction (score 1 = very dissatisfied; score 5 = very satisfied) was administered to 741 adults. Chi-squared test and logistic regression analysis were used to identify associations between dependent and independent variables. The mean patient satisfaction score was 3.79 (SEM = 0.02). Cleanliness of the clinic; hospitality of the dentist; and effectiveness of local anaesthesia; had the highest mean satisfaction scores of 4.0 to 4.15. Cost of treatment and explanation of treatment had the lowest mean scores (2.79 and 3.17 respectively). Sixty-eight percent of respondents were satisfied with urgent oral care. Rural residents were more satisfied with cost of treatment than urban residents (P < 0.0001). Urban residents were more satisfied with explanation of treatment than rural residents (P < 0.0001). Women were more satisfied with many aspects of oral care than men (P < 0.05). It is concluded that adult Tanzanians

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Section: Introductionmentioning

confidence: 99%

Satisfaction with urgent oral care among adult Tanzanians

et al. 2009

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“…It is an important quality indicator in measuring the outcome of any medical service and thus assists health care providers in designing health management plans [1,2]. Patient satisfaction is regarded as an outcome of care and is one of the major factors that contribute towards better patient compliance and consequently to better clinical outcomes [3].…”

Section: Introductionmentioning

confidence: 99%

Patient Satisfaction with Three Dental Speciality Services: A Centre-Based Study

et al. 2003

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Objective: To assess the level of patient satisfaction with three dental speciality services: oral surgery, periodontics, and fixed prosthodontics. Subjects and Methods: A sample of 1,242 patients, aged 16 years and over who received dental care at least twice at the main dental centre, Al-Amiri, Kuwait, were interviewed during May–August 1998 by independent researchers concerning their experience of previous visits. Patients reported their level of satisfaction on a 5-point Likert scale for the items in the questionnaire, which focused on four areas: access, dentist’s communication, staff helpfulness, and structural aspects of the practice. Results: On average 49.4% (25.9–89.6%) of participating patients rated the level of care received as excellent. Areas rated poorest included waiting time for an appointment and waiting time in the clinic to access the dentist. Participants were less satisfied with doctor’s explanation of illness, dental treatment and confidentiality of medical records. The areas that received excellent ratings by patients included: (a) communication (listening and understanding complaints 40.0% and courteous treatment 57.8%), and (b) structural aspects (availability of infection control and safety measures 89.6% and packed sterilized instruments 78.9%). Conclusion: Findings indicate that the level of patient satisfaction was reasonably high. Areas identified as needing improvement included: dentist-patient communication skills, medical records, appointment systems, and shortening of the waiting time to access the dentist.

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“…Evidence shows that satisfied patients are more likely to be compliant with their treatment regimens, which should lead to more complete recovery (1). In addition, increased marketing of all health services has led to a focus on patient satisfaction as part of "practice building" (i.e., as a means to increase patient retention and attraction) (3).…”

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confidence: 99%

Measuring Orthodontic Treatment Satisfaction: Questionnaire Development and Preliminary Validation

Bennett¹,

Tulloch²,

et al. 2001

J Public Health Dent

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Objectives-The aims of this study were to develop a reliable self-report measure of consumer satisfaction with orthodontic treatment, and to preliminarily assess its validity.Method-Transcripts of qualitative interviews with patients, their parents, and practicing orthodontists together with items from existing dental satisfaction questionnaires were used to develop a pool of 41 items assessing satisfaction with various aspects of orthodontic care. These items were paired with five-point Likert scales (1=strongly disagree, 5=strongly agree) and were administered to 299 parents of children who had completed orthodontic treatment at two university-based clinics.Results-Factor analyses and reliability analyses identified three main subscales with high reliabilities: 13 items assessing satisfaction with treatment process (Cronbach's alpha=.92), seven items assessing satisfaction with psychosocial effects of treatment (Cronbach's alpha=.87), and five items assessing satisfaction with overall treatment outcome (Cronbach's alpha=. 79). Relationships among these three subscales and pre-and posttreatment variables were examined in a subset of 86 parent/patients. Forward stepwise regression with backward overlook revealed no significant relationships between any satisfaction subscale and demographic variables. Posttreatment overjet was inversely related to parental satisfaction with orthodontic treatment process (R 2 =.13; P<.001), and parent satisfaction with treatment outcome (R 2 =.28; P<.0001).Improvement in esthetics as measured by improvement in IOTN Aesthetic Component scores was positively related to satisfaction with psychosocial outcomes (R 2 =.28; P<.0001).Conclusions-The present instrument is reliable and can be used to assess three dimensions of parental satisfaction with their child's orthodontic treatment. Relationships between visible orthodontic outcome variables and parent satisfaction provide preliminary validity support for the instrument. Keywordsconsumer satisfaction; orthodontic treatment satisfaction; questionnaire; reliability; validity Correspondence to: J. F. Camilla Tulloch, jfc_tulloch@dentistry.unc.edu. Portions of this paper were presented at the 75th General Session of IADR in Washington, DC, April 2000. Interest in patient satisfaction with various aspects of health care has grown over the past 25 years. The rise in the consumer rights movement in the United States during the 1970s provided a strong impetus for assessment of patient satisfaction (1). Managed health care has driven the development of satisfaction measures in almost every patient care arena because purchasers of health care plans need evidence that their employees are indeed satisfied with the health care they receive (2). Evidence shows that satisfied patients are more likely to be compliant with their treatment regimens, which should lead to more complete recovery (1). In addition, increased marketing of all health services has led to a focus on patient satisfaction as part of "practice building" (i.e., as a means ...

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Practical marketing for dentistry. 3. Relationship marketing and patient/customer satisfaction

Cited by 12 publications

References 0 publications

Satisfaction with urgent oral care among adult Tanzanians

Satisfaction with urgent oral care among adult Tanzanians

Patient Satisfaction with Three Dental Speciality Services: A Centre-Based Study

Measuring Orthodontic Treatment Satisfaction: Questionnaire Development and Preliminary Validation

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