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KMID : 0355420110350020162
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Journal of Korean Academy of Oral Health
2011 Volume.35 No. 2 p.162 ~ p.170
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Patient perception and satisfaction of dental services
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An Eun-Suk
Shin Ho-Sung
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Abstract
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Objective: The purpose of this study was to evaluate patient perception of dental care services, to construct underlying latent factors, and to explore the relationship between total patient evaluation scores and demographics of respondents and latent factors.
Methods: The study used patient satisfaction data from 2008∼2010 dental accreditation demonstration projects. The questionnaire was composed of 28 items and the total number of respondents was 3369 patients from 37 dental hospitals of national repute. The study exploited principal component factor analysis with VARIMAX rotation. For association analysis, we used two side censored tobit regression model.
Results: The study found five underlying latent factors from the satisfaction survey, which explained 61.05% of total variance of patient satisfaction items. We named the five factors as following: communication with patients, dental hospital facility and environments, convenience of reception process, corporations between providers, service outcome and oral health maintenance. Overall satisfaction scores measured by single questions were associated with several demographic characteristics such as age, sex, and education of respondents. Dental hospitals associated to dental schools only exceeded on service outcome and oral health maintenance compared to other dental hospitals.
Conclusion: The study found that patients perceived dental service satisfaction was the crucial factor in evaluating patient behaviors. In particular, communication with patients and dental hospital facilities was more important to patient perceived satisfaction.
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KEYWORD
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accreditation of dental hospital, customer centricity, patient perception, patient satisfaction, quality of care
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