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 Table of Contents  
ORIGINAL ARTICLE
Year : 2019  |  Volume : 6  |  Issue : 2  |  Page : 72-76

Patient's satisfaction with dental clinics and treatment at Riyadh Elm University


1 Preventive Department Dentistry, Riyadh Elm University, Riyadh, Saudi Arabia
2 Dental Student, Riyadh Elm University, Riyadh, Saudi Arabia
3 Dental Student, King Saud University, Riyadh, Saudi Arabia
4 An Namuthajiyah Hospital, Riyadh Elm University, Riyadh, Saudi Arabia

Date of Web Publication19-Aug-2019

Correspondence Address:
Dr. Abdulrahman Al Saffan
An Namuthajiyah Campus, Riyadh Elm University, Riyadh
Saudi Arabia
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Source of Support: None, Conflict of Interest: None


DOI: 10.4103/sjos.SJOralSci_71_18

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  Abstract 


Background: Satisfaction of the patient plays a key role in determining the correlation between the quality of health-care services provided and the patients' trust. The objective of this study was to determine the level of satisfaction regarding the quality of dental care among patients at dental clinics of Riyadh Elm University.
Materials and Methods: Self-administrated questionnaire was distributed to patients attending clinics of Riyadh Elm University. Questionnaire consisted of items on appointment availability, satisfaction with the performance of the reception, satisfied with your treating practitioner, treatment fees, satisfied with the level of cleanliness/sterilization, compassionate and caring of the support staff and treatment provider, and finally overall evaluation of the services received within the clinics.
Results: A total of 600 questionnaires were collected from the electronic system used in the dental clinic of Riyadh Elm University. 89% of the participants agreed that it was easy to get an appointment in the dental clinics and 59% were very satisfied with the performance of the reception. Majority of the participants were satisfied with the treatment provider (80%), 82% were satisfied with treatment fees, 74% patients were very satisfied with the cleanliness, 81% agreed that the treating practitioner and supporting staff were compassionate and caring, and most of the participants were satisfied with services received in the dental clinic of Riyadh Elm University.
Conclusions: Dental clinic of Riyadh Elm University has been successful in achieving participant's satisfaction regarding the services, staff, treatment, and fees.

Keywords: Dental care, Riyadh Elm University, satisfaction


How to cite this article:
Al Saffan A, Babsail R, Al Shilawy Y, Alsoqair Y, Murshid L, Alshehri R, Alshehri S, Al Marshad L. Patient's satisfaction with dental clinics and treatment at Riyadh Elm University. Saudi J Oral Sci 2019;6:72-6

How to cite this URL:
Al Saffan A, Babsail R, Al Shilawy Y, Alsoqair Y, Murshid L, Alshehri R, Alshehri S, Al Marshad L. Patient's satisfaction with dental clinics and treatment at Riyadh Elm University. Saudi J Oral Sci [serial online] 2019 [cited 2019 Sep 16];6:72-6. Available from: http://www.saudijos.org/text.asp?2019/6/2/72/264769




  Introduction Top


Over the years, a patient's opinion of the quality of care he receives has become essential and of great significance in the field of dentistry.[1] Many studies suggest that a dental practice cannot be successfully established without attaining patients' satisfaction.[2] Patient satisfaction is an emotional state of the patient and his reaction to the treatment provided by the medical staff.[1]

In addition, satisfaction of the patient plays a key role in determining the correlation between the quality of health-care services provided and the patients' trust.[3]

Patients' opinion of the care provided serves as a useful indicator of the quality of the health care center.[4],[5] Therefore, the result of a satisfied patient affects the attribute of a hospital or a clinic,[6] since patient satisfaction could affect a dental clinic's success and influence its reputation and status. A happy patient promotes a prosperous clinic and a healthy patient–doctor relationship.

Patient satisfaction should be a priority to health care.[4] Satisfaction is based on the patient's experience from the moment they set foot in the clinic until he leaves. This will naturally depend on the dental treatment and services received, maintaining confidentiality, accuracy of appointments, staff appearance and attitude, in addition to the surrounding environment,[7]

Riyadh Elm University, formerly Riyadh Colleges of Dentistry and, is a privately supported postsecondary educational institution located in the city of Riyadh in the Kingdom of Saudi Arabia. The College was officially granted approval in February 2004 by the Ministry of Higher Education of the Kingdom of Saudi Arabia to offer professional baccalaureate degree programs in Dentistry, Dental Hygiene, Dental Assisting, Pharmacy, and Medical Laboratory Technology. Riyadh Elm Hospitals provide high-quality dental services to patients seeking dental treatment. This study aimed to determine the level of satisfaction regarding the quality of dental care among patients at dental clinics of Riyadh Elm University.


  Materials and Methods Top


This was a cross-sectional study conducted among the dental patients attending clinics of Riyadh Elm University. By employing simple random sampling technique, patients were recruited in the study. This study was conducted for the period of 6 months (January 1, 2018 to June 30, 2018). All the participants were interviewed after the completion of the required dental treatment. Patients aged 18 years and above who can easily understand questions in English and Arabic were included. Children and those who did not give consent to participate into the study were excluded.

Questionnaire consisted of items on appointment availability, satisfaction with the performance of the reception, satisfied with your treating practitioner, treatment fees, satisfied with the level of cleanliness/sterilization, compassionate and caring of the support staff and treatment provider, and finally overall evaluation of the services received within the clinics.

Statistical analysis

All the responses were collected and entered into the Excel sheet for the purpose of analysis. Descriptive statistics of frequency distribution and percentages were calculated and displayed in the form graphs.

Ethical approval

Ethical Approval for the study was obtained from the Institutional Review Board of the Riyadh Elm University (FRP/2018/200).


  Results Top


A total of 600 questionnaires were collected from the electronic system used in the dental clinic of Riyadh Elm University.

A total of 534 (89%) of the participants agreed that it was easy to get an appointment in the dental clinics, 18 (3%) disagreed, and 48 (8%) said yes to some extents [Figure 1].
Figure 1: Was it easy to get an appointment?

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A total of 354 (59%) were very satisfied with the performance of the reception, 132 (22%) satisfied, and 114 (19%) unsatisfied regarding the reception [Figure 2].
Figure 2: Were you satisfied with the performance of the reception?

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Majority of the participants were satisfied with the treating provider, 480 (80%) very satisfied, 60 (10%) satisfied, and only 60 (10%) were unsatisfied [Figure 3].
Figure 3: Were you satisfied with your treating practitioner?

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Treatment fees were not reasonable for 108 participants (18%) and 492 (82%) were satisfied with fees [Figure 4].
Figure 4: Were the treatment fees reasonable for you?

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[Figure 5] describes the patient satisfaction regarding the cleanliness and sterilization in the clinic, about 444 (74%) patients were very satisfied with the cleanliness, 96 (16%) satisfied, and only 60 (10%) were unsatisfied.
Figure 5: Were you satisfied with the level of cleanliness/sterilization in the clinics?

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486 (81%) agreed that the treating practitioner and supporting staff were compassionate and caring, only 54 (9%) disagreed, and 60 (10%) of the participants said yes in some extents [Figure 6].
Figure 6: Were the treating practitioner and supporting staff compassionate and caring?

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In general, most of the participants were satisfied with services received in the Dental Clinic of Riyadh Elm University and only 10% were unsatisfied [Figure 7].
Figure 7: How do you evaluate the service you received in the clinics?

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  Discussion Top


Patient satisfaction mainly depends on the treatment and services received.[7] This study measuredthe patient's satisfaction with the dental care received at Riyadh Elm University Dental Clinic. Patients were asked seven question comprised items on appointment availability, satisfaction with the performance of the reception, satisfaction with your treating practitioner, treatment fees, satisfaction with the level of cleanliness/sterilization, compassion and caring of the support staff and treatment provider, and finally overall evaluation of the services received within the clinics.

The first question was about the simplicity of appointment taking in Riyadh Elm University, 89% were satisfied and agreed that it was significantly easy. It was the most satisfactory attribute of dental services in our study. Whereas, the lowest level of satisfaction was shown in the second question which was about the performance of the reception, 59% were very satisfied with the performance of the reception, 22% satisfied, and (19%) unsatisfied regarding the reception. However, in another study conducted by Samad et al. found that the physical structure dimension shows the highest level of satisfaction, whereas the dimension of dental and oral health care shows the lowest satisfaction.[8]

In most industrialized countries, dental diseases are considered as the fourth most expensive disease to treat, thus creating cost barrier for the dental care.[9] Dental services in Saudi Arabia are provided through the network of government-run dental clinics and privately owned dental clinics. With the increasing level of oral diseases such as dental caries and increased cost of treating such diseases has led to inequalities in oral health. The dental services provided by the Dental Clinic of the Riyadh Elm University may be able to aid in reducing these inequalities, in that immediate access to the dental services are based on the availability of students and equipment in various clinics.

The most frequently reported reason for wanting to be a patient at the dental school was low cost.[10] In our study, Feedback shows that the treatment fees were not reasonable for 18% of the participants and 82% were satisfied with fees. However, Eslamipour et al. found that the cost and payment problems were not significantly correlated to the level of patients' satisfaction, although in bivariate analysis, people who thought dental costs were high were less satisfied.[11]

Another important aspect is staff appearance and attitude.[7] Majority of the participants in our study were satisfied with the treating provider by 80% and 81% agreed that the treating practitioner and supporting staff were compassionate and caring, which is relatively high and similar to the study conducted by Mahrous and Hifnawy, found that (77.7%) of the patients were satisfied with the dentists' interaction.[12] This is different from Othman and Abdel Razzak who found a much lower level of satisfaction among patients of only 54.3%.[13]

Infection control and cleanness is one of the important factors of a successful dental clinic that patients trust. Karydis et al. found that adherence to the rules of antiseptics and sterilization was patients top priority.[14] The current study found that (74%) of the patients were very satisfied with the cleanliness of the clinic. The study also found a higher level of satisfaction with the steps taken to protect them from infection when compared to a similar study.[12]

In general, most of the participants were satisfied with services received in the Dental Clinic of Riyadh Elm University and only 10% were unsatisfied, Which is similar to study that evaluated satisfaction with the quality of dental care conducted on the adult population in UK, about (90%) of people were satisfied with the quality of care they received.[15]


  Conclusions Top


The Dental Clinic of Riyadh Elm University has been successful in achieving participant's satisfaction regarding the services, staff, treatment, and fees. Evaluation of patient satisfaction should be done continuously at regular intervals to keep the high percentage of satisfaction and for more improvement, and further qualitative studies need to be conducted determine the emotional, perceptive, and social factors of dental patient's satisfaction with dental care.

Financial support and sponsorship

Nil.

Conflicts of interest

There are no conflicts of interest.



 
  References Top

1.
AlMutairi MA. Parents' satisfaction with pediatric dental care provided by dental college, Riyadh. J Int Soc Prev Community Dent 2016;6:542-8.  Back to cited text no. 1
    
2.
Levin R. The correlation between dental practice management and clinical excellence. J Am Dent Assoc 2004;135:345-6.  Back to cited text no. 2
    
3.
Aman B, Abbas F. Patient's perceptions about the service quality of public hospitals located at district Kohat. J Pak Med Assoc 2016;66:72-5.  Back to cited text no. 3
    
4.
Vaidyanathan S, Susmitha TS, Rajkumar A, Ganesh A, Balaji SK, Kandaswamy D. Patient satisfaction with dental services at a rural health care center: A questionnaire survey. J Int Oral Health 2015;7:62-4.  Back to cited text no. 4
    
5.
Lee TK, Chen CM, Huang ST, Wu YM, Lee HE, Hsu KJ, et al. Patient satisfaction with the quality of dental treatment provided by interns. J Dent Sci 2013;8:177-83.  Back to cited text no. 5
    
6.
Ebn Ahmady A, Pakkhesal M, Zafarmand AH, Lando HA. Patient satisfaction surveys in dental school clinics: A review and comparison. J Dent Educ 2015;79:388-93.  Back to cited text no. 6
    
7.
Jim P. Review of Patient Satisfaction and Experience Surveys Conducted for Public Hospitals in Australia. Health Policy Analysis Pty Ltd.; 2005.  Back to cited text no. 7
    
8.
Samad R, Akbar FH, Pasiga BD, Pratiwi R, Anwar AI, Djamaluddin N, et al. Evaluation of patient satisfaction on quality of public dental health service from different dimensions in Indonesia. Pesqui Bras Odontopediatria Clín Integr 2018;18:1-8.  Back to cited text no. 8
    
9.
Petersen PE, Bourgeois D, Ogawa H, Estupinan-Day S, Ndiaye C. The global burden of oral diseases and risks to oral health. Bull World Health Organ 2005;83:661-9.  Back to cited text no. 9
    
10.
Lafont BE, Gardiner DM, Hochstedler J. Patient satisfaction in a dental school. Eur J Dent Educ 1999;3:109-16.  Back to cited text no. 10
    
11.
Eslamipour F, Tahani B, Heydari K, Salehi H. Dental care satisfaction among adult population in Isfahan, Iran and its influencing factors. J Oral Health Oral Epidemiol 2017;6:218-25.  Back to cited text no. 11
    
12.
Mahrous MS, Hifnawy T. Patient satisfaction from dental services provided by the college of dentistry, Taibah University, Saudi Arabia. J Taibah Univ Med Sci 2012;7:104-9.  Back to cited text no. 12
    
13.
Othman N, Razak IA. Satisfaction with school dental service provided by mobile dental squads. Asia Pac J Public Health 2010;22:415-25.  Back to cited text no. 13
    
14.
Karydis A, Komboli-Kodovazeniti M, Hatzigeorgiou D, Panis V. Expectations and perceptions of greek patients regarding the quality of dental health care. Int J Qual Health Care 2001;13:409-16.  Back to cited text no. 14
    
15.
Bedi R, Gulati N, McGrath C. A study of satisfaction with dental services among adults in the United Kingdom. Br Dent J 2005;198:433-7.  Back to cited text no. 15
    


    Figures

  [Figure 1], [Figure 2], [Figure 3], [Figure 4], [Figure 5], [Figure 6], [Figure 7]



 

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