KMID : 1164420110060020089
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Health Communication 2011 Volume.6 No. 2 p.89 ~ p.104
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Patients¡¯ Expectations of a Good Dentist: The Views of Communication
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Lee Young-Hee
Lee Young-Mee Park Young-Guk
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Abstract
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Purpose: The aim of this study was to identify what factors contributed to making a ¡®good¡¯ dentist in terms of interpersonal and communational aspects through exploring patients¡¯ expectations from dental service.
Methods: The material of study was one hundred fifty seven individual interview records between a dental student and a patient. For this interview, third-year dental students who enrolled a communication skills course at the K University School of Dentistry in Seoul, participated as interviewers during two consecutive years; 67 from 2008 and 72 from 2009. A content analysis as qualitative methods, was conducted; codes, concepts and categories for communication behaviors were extracted.
Results: 335 and 377 codes were extracted as ¡¯desirable¡¯ and ¡¯undesirable¡¯ communication behaviors, respectively. 335 ¡¯desirable¡¯ behavior codes were converged into 33 concepts and finally categorized into 11. 377 ¡¯undesirable¡¯ behavior codes were converged into 32 concepts and eleven categories. As results of multiple response analysis, ¡¯explaining¡¯ was identified the most important factor for patient-dentist relationship. Patients regarded ¡¯detailed explanation¡¯, ¡¯explaining the overall plan and the process for treatment and management¡¯, and ¡¯explaining using materials/dental models or examples¡¯ as good communication behaviors. In contrast, insufficient or inadequate explanation or difficult explanation to understand, were regarded as bad experience by patients. In addition, ¡¯attitudes towards patients¡¯, ¡¯emotional support by dentists¡¯, ¡¯expense for service¡¯ and ¡¯direct counseling with dentists not by coordinators nor other health care providers¡¯ were explored as the factors contributed to good patient-dentist relations.
Conclusions: The authors could explore ¡¯desirable¡¯ and ¡¯undesirable¡¯ communication behaviors which patients
expect to be provided from their dentists. More meticulous and large scale study is needed to identify interpersonal and communication behaviors which can contribute to making a ¡¯good¡¯ patient-dentist relationship.
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KEYWORD
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Dentist-Patient Relations, Communication, Content Analysis
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