Patient satisfaction with dental treatment at a university dental clinic: A qualitative analysis
Hannah Klaassen, Kimberly Dukes, Leonardo Marchini
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.