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KMID : 0362520130150030209
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Journal of The Korean Academy of Dental Hygiene
2013 Volume.15 No. 3 p.209 ~ p.218
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Impact of Dental Hygienist Communication Style on Patient Satisfaction
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Lee Seong-Sook
Shim Han-Na
Kim Dong-Ae
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Abstract
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The purpose of this study was to examine the influence of the communication styles of dental hygienists on the satisfaction of dental patients in an effort to raise awareness of the importance of the communication of dental hygienists. It’s ultimately meant to explore how to ensure efficient communication to boost the satisfaction of patients. The subjects in this study were 254 patients who visited dental institutions located in the metropolitan area. A self-administered survey was conducted from October 30 to December 30, 2012, and the statistical package SPSS WIN 12.0 was employed to analyze the collected data. 1. The largest group of the dental patients perceived that the communication style of the dental hygienists whom they met was information offering, followed by a friendly style and an authoritarian one. 2. As for the correlation between the communication styles of the dental hygienists and the satisfaction of the patients, the information- offering and friendly communication styles of the dental hygienists had a positive correlation to the satisfaction of the patients, and there was a negative correlation between the authoritarian communication style of the dental hygienists and the satisfaction of the patients. 3. The patients who gave more marks to the information-offering and friendly communication styles of the dental hygienists expressed more satisfaction, had a stronger intention of revisit and were more gratified with word of mouth. 4. The patients who were more satisfied with the dental hygienists had a stronger intention to revisit. 5. The patients who were more satisfied with the dental hygienists had a stronger word-of-mouth intention. The above-mentioned findings suggest that the communication styles of the dental hygienists affected the satisfaction of the dental patients. Therefore the importance of the communication of dental hygienists should be publicized in the field of dentistry, and it’s required to provide a lot of opportunities for dental hygienists to receive education on efficient communication to raise patient satisfaction.
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KEYWORD
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Communication, Dental hygienists, Patient satisfaction
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