Research articles
 

By Dr. Pratap V Kompalli , Dr. K Sivakalyan
Corresponding Author Dr. K Sivakalyan
Mamata Dental College, Khammam, - India 522001
Submitting Author Dr. Pratap V Kompalli
Other Authors Dr. Pratap V Kompalli
Mammatha Dental College, Department of Public Health Dentistry, - India 522001

DENTISTRY

Relationship, Perception, Patients,Dentists, Dental practice

Kompalli PV, Sivakalyan K. Dentist-Patient Relationship, Patient Perceptions Towards Dentist and Dental Practice In Khammam.. WebmedCentral DENTISTRY 2013;4(2):WMC004029
doi: 10.9754/journal.wmc.2013.004029

This is an open-access article distributed under the terms of the Creative Commons Attribution License(CC-BY), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited.
No
Submitted on: 24 Feb 2013 03:59:30 PM GMT
Published on: 25 Feb 2013 01:57:58 PM GMT

Abstract


Introduction: The dentist-patient relationship is the heart of successful dentistry.The natnre of dentist patient interaction is most likely the major determinant of satis faction by patients.

Objective: To determine the criteria considered by patients while selecting dentists.To assess the perception of patients towards dentists.To explore the patients current views of dentist, dentist behavior and dental practice.

Methodology: A questionnaire survey was conducted  in khammam. 150 dental patients of different dental clinics in khammam were randomly surveyed. Each one of the  patients was given a questionnaire from to complete it and they were collected back and data is analysed by the Statistical package of social sciences.

Results: 78.67% are satisfied with their dentists, 91.33% are confident about the quality of the treatment provided by their dentists. 85.33% rated the environment of the clinic as good; 91.33% are confident about the quality of treatment provided at the clinic;50.67% reported that clinics are  using latest equipments of dentistry.98.97% reported that their dentist explains about the treatment procedure before he/she performs.61.33% reported that very expensive treatment costs bothers them most.

Conclusion: patients are overwhelmingly satisfied with their dentist. They value their caring attributes, friendliness,competence and professionalism.

Introduction


Dentists are known to be professionals. Professionalism involves many professional responsibilities, such as commitment to professional competence, honesty with patients, patient confidentiality, maintaining appropriate relations with patients etc, which influence public’s trust in its physicians and dentists.(5)

Heart of successful dentistry is in ”Dentist- Patient Relationship”, which is the major determinant of satisfaction among patients and also an important factor in dental anxiety.(1)

Now-a-days patients are more informed ,sophisticated, have more awareness about dental aspects, demand good quality services, their expectations are high and satisfying them is very difficult.(1)

It has been found that when expectation of patients are met, satisfaction increases which in turn affects their behavior , improves oral health habits and influences better use of dental services.(1)

Patients mostly demand good quality services which increases trust among patients, which strengthens the dentist-patient relationship.(1)

The key to achieving and ensuring good quality services is to meet or exceed patient’s expectations about the service. Dental service quality consists of  1) ensuring oral health , 2)fulfilling patients desires,3)satisfying their needs,4)providing optimal solutions regarding function ,aesthetics and maintainence in a most acceptable procedure that would cause the least possible harm or inconvenience to the patients.(4)

Four quality dimensions consist of expectations regarding assurance, reliability, responsiveness, and empathy. (4)

This good quality service builds trust among patients in dentist. Trust in dentist comes from a variety of personality, work, and scientific activity attributes. However, many studies emphasize the importance of confidentiality and communication skills, which were reported to be one of the most important qualities among dentist’s personality attributes.(5)

Dentist’s ability to communicate clearly and effectively is one of the underlying factors assuring a successful dentist-patient relationship and key to all outcome of the dental practice.(5)

Although dentists are still highly regarded and widely trusted by the majority of the population, many professional responsibilities makes being a reliable dentist challenging. Professionals are to be expected to be not only communicative , emphatic, respecting patients confidentiality, maintaining appropriate relations with patients etc, but also be committed to lifelong learning and be responsible for maintaining the medical knowledge ,clinical and team skills necessary for provision of quality care.95)

Understanding dentist’s expectations and perceptions helps to identify those core qualities that lead to patient’s compliance and treatment success.(5)

The main objective of this survey is to know the patients perceptions towards dentist , dentist behavior and dental practice; their criteria about selecting dentists.

AIMS AND OBJECTIVES

1. To determine the criteria considered by patients while selecting dentists.
2. To assess the perception of patients towards dentists.
3. To explore the patients current views of dentist, dentist behavior and dental practice.

Methods


Sample size: 150 dental patients of different dental clinics in khammam were randomly surveyed.

Ethical clearance:

1. The questionnaire was filled by the dental patients themselves and the data collection was supervised by the investigator.
2. Consent was obtained from the patient during the survey.   

Prior permission: The permission was taken from Mamata Educational Institution , Khammam before conducting the survey.

Study instrument:

Questionnaire survey

1. A questionnaire was prepared according to the aims and objectives of the study.
2. Each one of the  patients was given a questionnaire from to complete it and they were collected back.
3. The survey on patients perception towards dentist and dental practice consisted of 16 items which focused on past and present dental history ,qualities of their dentist, their satisfaction regarding dentist and dental practice; rating the environment, dental staff, clinic reception along with few personal details of patients like age , sex, address etc,.

Results


Table: 1 (See Illustration 1)

From the results of the above table, it can be seen that, out of a total of 150 samples, 106 are belongs to <29 years of age group and 44 are belongs to 30+years of age group.  Out of 106, 34.91% are males and 65.09% are females.  Further, out of 44, 81.82% are males in <29 years of age group and 18.18% are females in 30+years of age group

Table: 2 (See Illustration 2)

From the results of the above table, it can be seen that,

1. Out of 150 samples, 99.33% are felt that dental care is necessary and 0.67% are felt the dental care is not necessary.
2. Out of 150 samples, 98.67% are ever visited dentists before as and 1.33% are not  visited dentists before.
3. Out of 150 samples,15% visit dentist every 6 months;34% visit dentist every 1 year;48% visit dentist only when problem comes;8% visit dentist many times.
4. Out of 150 samples,8% are very satisfied with the current dental treatment;78.67% are satisfied with the current dental treatment;8.67% are neutral with the current dental treatment;4% are dissatisfied with the current dental treatment;2% are very dissatisfied with the current dental treatment.
5. Out of 150 samples, 43.33% wait for few minutes at the clinic for the appointment ;27.33% wait for 30-40 minutes at clinic for the appointment;11.33% for 15-20 minutes at clinic for the appointment;8.67% get appointment immediately at clinic; 5.33% for almost an hour;45 for more than an hour.  
6. Out of 150 samples, 61.33% of the patients at the clinic bothers about the expensive treatment costs; 19.33% of the patients at the clinic bothers about the outdated equipments; 8.67% of the patients at the clinic bothers about the incompetent staff; 8.67% of the patients at the clinic bothers that doctors are not there; 2% of the patients at the clinic bothers that there is no surgery room.
7. Out of 150 samples, 58.67% of the patients describe their dentist by a term –professional; 21.33% of the patients describe their dentist by a term- friendly;16,67%  of the patients describe their dentist by a term- caring;1.33% of the patients describe their dentist by a term- uncaring;1.33% as don’t know;0.67% as rude.
8. Out of 150 samples,32% of the patients describe their dental surgery assistant by a term- professional;28%as caring;24.67% as friendly;11.33% don’t know;2% as uncaring;1.33% as rude;0.67% as unsensitive.
9. Out of 150 samples, 61.33% of the patients felt that the dental care costs are costly;20.67% felt that they can afford;10.67% felt that it is too expensive;6% don’t know;1.33% felt that they cant afford.
10. Out of 150 samples, 91.33% are confident about the quality of treatment provided at that clinic;8.67% are not confident.
11. Out of 150 samples, 85.33% of the patients rate the environment of the dental clinic as good;7.33% of the patients as excellent;6% of the patients as average;1.33% of the patients feel that there is no environment at all;
12. Out of 150 samples,66% of the patients rate the assistance at clinic reception as helpful but they have to ask for the help;30% as prompt and helpful;2.67% as slow and uncaring; 1.33% as rude.
13. Out of 150 samples, 55.33% of the patients rate the assistance of dental staff as prompt and helpful; 41.33% as helpful but they have to ask for the help; 3.33% as slow and uncaring; none of patients rated as rude.
14. Out of 150 samples,50.67% of the patients said that clinic is using latest equipments of dentistry;49.33% of the patients said that clinic is not using latest equipments of dentistry;
15. Out of 150 samples, 98.67% of the patients said that their dentists explains them about the treatment procedure before he/she performs;1.33% said that they don’t explain.
16. Out of 150 samples, 97.33% of the patients recommend this clinic to others;2.67% of the patients don’t recommend.

Table: 3 (See Illustration 3)

From the results of the above table, it can be seen that,

1. Out of a total of 150 samples, in which 73 are males and 77 are females.All males felt that the dental care is necessary. Among females, 98.70% of females felt that the dental care is necessary.  The chi-square test of significance clearly indicates that, there is no significant association or difference between gender and dental care necessity (chi-square=0.9544, p>0.05) at 5% level of significance.
2. Out of a total of 150 samples, in which 73 are males and 77 are females.All males ever visited dentist before.Among females, 97.40% of females ever visited dentist before.  The chi-square test of significance clearly indicates that, there is no significant association or difference between gender and opinion about ever visited dentist before (chi-square=1.9217, p>0.05) at 5% level of significance.
3. Out of a total of 150 samples , in which 73 are males and 77 are females .among males,45.21% visit dentist every 1 year;41.10% visit dentist only when problem comes;9.59% visit dentist every 6 months;4.11% visit dentist many times.Among females,54.55% visit dentist only when problem comes;23.38% visit dentist every 1 year;11.69% visit dentist many times;10.39% visit dentist every 6 months. A significant difference is observed between gender and factor like frequency of dental visits (chi-square=9.3784, p<0.05) at 5% level of significance.
4. Out of a total of 150 samples, 73 are males and 77 are females; Among males,76.71% of patients are satisfied with  current dental treament; 13.70%  are very satisfied with current dental treatment; 5.48%  are neutral with current dental treatment; 1.37%  are dissatisfied with current dental treatment; 2.74% are very dissatisfied with current dental treatment.  Among females, 80.52% of patients are satisfied with the current dental treatment;11.69%  are neutral with current dental treatment; 2.60%  are  very satisfied with current dental treatment; 3.90% are dissatisfied with current dental treatment;1.30% are very dissatisfied with current dental treatment.The chi-square test of significance clearly indicates that, there is significant association or difference between gender and opinion about satisfaction with dental treatment  (chi-square=9.3804, p<0.05) at 5% level of significance.
5. Out of a total of 150 samples, 73 are males and 77 are females; Among males, 42.67% of patients wait for few minutes at the clinic for the appointment; 35.62% of patients wait for 30 to 40 minutes at the clinic for the appointment; 8.22% of patients wait for 15 to 20 minutes at the clinic for the appointment; 6.85% of patients get appointment immediately; 4.11% of patients wait more then an hour  at the clinic for the appointment; 2.74% of patients wait almost an hour at the clinic for the appointment.  Among females, 44.16% of patients wait for  few minutes at the clinic for the appointment; 19.48% of patients wait for 30 to 40 minutes at the clinic for the appointment; 14.29% of patients wait for 15 to 20 minutes at the clinic for the appointment; 10.39% of patients get appointment immediately; 7.79% of patients wait almost an hour at the clinic for the appointment; 3.90% of patients wait more than an hour at the clinic for the appointment. The chi-square test of significance clearly indicates that, there is no significant association or difference between gender and opinion about waiting at the clinic (chi-square=7.1510, p>0.05) at 5% level of significance.
6. Out of a total of 150 samples, 73 are males and 77 are females; Among males, 73.97% of patients thinks that expensive cost bothers them most at the clinic; 13.70% of patients thinks that outdated equipments bothers them more at the clinic; 6.85% of patients bothers  about  doctor’s absence at the clinic; 4.11% of patients ,incompetent staff  bothers them most at the clinic; 1.37% bothers that there is no surgery room at the clinic. Among females, 49.35% of patients thinks that expensive cost bothers them most at the clinic; 24.68% of patients thinks that outdated equipments bothers them more at the clinic ; 12.99% of patients ,incompetent staff  bothers them most at the clinic; 10.39% of patients bother about the doctor’s absence  at the clinic; 2.60% bothers that there is no surgery room at the clinic. The chi-square test of significance clearly indicates that, there is significant association or difference between gender and opinion about factor which bothers  (chi-square=10.2712, p<0.05) at 5% level of significance.
7. Out of a total of 150 samples , 73 are males and 77 are females; Among males, 58.90% of patients uses the term “professional” to describe the dentist  most at the clinic; 20.55% of patients uses the term “friendly” to describe the dentist  ;17.81% of patients uses the term “caring” to describe the dentist  ; 1.37% of patients don’t know about the  dentist ; 1.37%  of patients uses the term “Uncaring” to describe the dentist.  Among females, 58.44% of patients uses the term “professional” to describe the dentist  most at the clinic; 22.08% of patients uses the term “friendly” to describe the dentist ; 15.58% of patients uses the term “caring” to describe the dentist ;1.30% of patients uses the term “uncaring” to describe the dentist ;1.30% of patients uses the term “rude” to describe the dentist ;1.30%  of patients don’t know about the  dentist. The chi-square test of significance clearly indicates that, there is no significant association or difference between gender and opinion about term used to describe dentist (chi-square=1.4902, p>0.05) at 5% level of significance.
8. Out of a total of 150 samples , 73 are males and 77 are females.Among males, 34.25% of patients uses the term “professional” to describe the dental surgery assistant;  28.77% of patients uses the term “caring” to describe the dental surgery assistant;  28.77% of patients uses the term “friendly ” to describe the dental surgery assistant;  6.85% of patients don’t know about  the  dental surgery assistant;  1.37% of patients uses the term “rude” to describe the dental surgery assistant. Among females, 29.87% of patients uses the term “professional” to describe the dental surgery assistant; 27.27% of patients uses the term “caring” to describe the dental surgery assistant;  20.78% of patients uses the term “friendly ” to describe the dental surgery assistant; 15.58%  patients don’t know about  the  dental surgery assistant ; 3.90%  of patients uses the term “uncaring” to describe the dental surgery assistant;  1.30%  of patients uses the term “ unsensitive ” to describe the dental surgery assistant; 1.30%  of patients uses the term “ rude ” to describe the dental surgery assistant. The chi-square test of significance clearly indicates that, there is no significant association or difference between gender and opinion about term used to describe dental surgery assistant (chi-square=7.5401, p>0.05) at 5% level of significance.
9. Out of total of 150 samples, 73 are males and 77 are females. Among males, 71.23% of patients feel that the dental care is costly; 12.33% of patients feel that they can afford the dental care costs; 10.96% of patients feel that the dental care is too expensive; 5.48% of patients don’t know about the dental care costs; 1.89% of patients feel that they can’t  afford the dental care costs.Among females, 51.95% of patients feel that the dental care is costly; 28.57%  of patients feel that they can afford the dental care costs; 10.39% of patients feel that the dental care is too expensive;  6.49% of patients don’t know about the dental care costs; 2.60%  of patients feel that they can’t  afford the dental care costs. The chi-square test of significance clearly indicates that, there is  significant association or difference between gender and opinion about the dental care costs  (chi-square=9.9708, p<0.05) at 5% level of significance.
10. Out of total of 150 samples, 73 are males and 77 are females. 95.89% of patients reported that they are confident about the quality of the treatment provided at clinic;4.11% of patients reported that they are not confident about the quality of the treatment provided at clinic; Among females, 87.01%   of patients reported that they are confident about the quality of the treatment provided at clinic; 12.99%  of patients reported that they are not confident about the quality of the treatment provided at clinic. The chi-square test of significance clearly indicates that, there is  significant association or difference between gender and opinion about quality of treatment provided (chi-square=3.9355, p<0.05) at 5% level of significance.
11. Out of total of 150 samples, 73 are males and 77 are females. Among males, 89.04% of patients rated that the environment of the dental clinic as good;  9.59% of patients rated that the environment of of the dental clinic as excellent; 1.37% of patients rated that the environment of of the dental clinic as average; Among females, 81.82% of patients rated that the environment of of the dental clinic as good; 10.39% of patients rated that the environment of of the dental clinic as average;  5.19% of patients rated that the environment of of the dental clinic as excellent; 2.60% of patients reported that there is no environment at all. The chi-square test of significance clearly indicates that, there is  significant association or difference between gender and opinion about environment of the clinic (chi-square=8.1930, p<0.05) at 5% level of significance
12. Out of total of 150 samples, 73 are males and 77 are females. Among males, 73.97% of the patients reported that the assistance at the clinic reception is helpful but they have to ask for the help; 24.66% of the patients reported that the assistance at the clinic reception is prompt and helpful; 1.37%  of the patients reported that the assistance at the clinic reception is slow and uncaring; Among females, 58.44% of the patients reported that the assistance at the clinic reception is helpful but they have to ask for the help;35.06%  of the patients reported that the assistance at the clinic reception is prompt and helpful; 3.90% of the patients reported that the assistance at the clinic reception is slow and uncaring; 2.60% of the patients reported that the assistance at the clinic reception is rude. The chi-square test of significance clearly indicates that, there is no  significant association or difference between gender and opinion about assistance at clinic reception (chi-square=5.5154, p>0.05) at 5% level of significance.
13. Out of total of 150 samples, 73 are males and 77 are females. Among males, 73.97% of the patients reported that the assistance  of dental staff is helpful but they have to ask for the help; 24.66% of the patients reported that the assistance  of dental staff is prompt and  helpful; 1.37% of the patients reported that the assistance  of dental staff  is slow and uncaring . Among females, 58.44% of the patients reported that the assistance  of dental staff is helpful but they have to ask for the help; 35.06% of the patients reported that the assistance  of dental staff is prompt and  helpful; 3.90%  of the patients reported that the assistance  of dental staff  is slow and uncaring;  2.60% of the patients reported that the assistance  of dental staff  is rude. The chi-square test of significance clearly indicates that, there is no  significant association or difference between gender and opinion about assistance of dental staff  (chi-square=1.6511, p>0.05) at 5% level of significance
14. Out of total of 150 samples, 73 are males and 77 are females. Among males, 60.27% reported that the clinic is not using latest equipments;39.73% reported that the clinic is using latest equipments.Among females, 61.04% reported that the clinic is using latest equipments; 38.96% reported that the clinic is not using latest equipments. The chi-square test of significance clearly indicates that, there is no  significant association or difference between gender and opinion about factors like usage of latest equipments (chi-square=6.8100, p<0.05) at 5% level of significance
15. Out of total of 150 samples, 73 are males and 77 are females. Among males, 98.63% reported that dentist explains them about the treatment procedure before he/she performs;1.37% reported that dentist does not explain.  Among females,98.70% reported that dentist explains them about the treatment procedure before he/she performs;1.30%  reported that dentist does not explain. The chi-square test of significance clearly indicates that, there is no  significant association or difference between gender and opinion about explanation of  treatment procedures  (chi-square=0.0014, p>0.05) at 5% level of significance.
16. Out of total of 150 samples, 73 are males and 77 are females. Among males, 98.63% reported that they recommend clinic to others; 1.37%  reported that they don’t. Among females 96.10% reported that they  recommand clinic to others; 3.90% reported that they don’t. The chi-square test of significance clearly indicates that, there is no  significant association or difference between gender and opinion about explanation of  treatment procedures  (chi-square=0.9214, p>0.05) at 5% level of significance.               

Table: 4 (See Illustration 4)

From the results of the above table it is seen that:

1. Out of total of 150 samples,patients of  <29 years are 106 and 30+ years are 44.Among 106 , 99.06% felt that the dental care is necessary and  among  44,all of them felt that the dental care is necessary. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and dental care necessity (chi-square=0.4179, p>0.05) at 5% level of significance.
2. Out of a total of 150 samples, patients of  <29 years are 106 and 30+ years are 44.Among 106, 98.11% patients ever visited dentist before and 1.89% of patients not visited dentist before. Among 44, all of them visited dentist before. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about ever visited dentist before (chi-square=0.8414, p>0.05) at 5% level of significance.
3. Out of a total of 150 samples, patients of <29 years are 106 and 30+ years are 44. Among 106, 51.89% of patients visit there dentist only even problem comes; 29.25% visit there dentist every 1 year; 10.38% visit there dentist every 6 months; 8.49% visit there dentist many times. Among 44, 45.45% of patients visit there dentist every 1 year; 38.64% of patient visit there dentist only when problem comes; 9.09% visit there dentist every 6 months; 6.82% visit there dentist many times. A significant difference no is observed between and factor like frequency of dental visits (chi-square=3.7003, p>0.05) at 5% level of significance.
4. Out of a total of 150 samples, patients of <29 years are 106 and 30+ years are 44. Among 106, 79.25% of patients are satisfied with there current dental treament;9.43% are neutral with current dental treatment;7.55% are very satisfied with current dental treatment; 3.77% are  dissatisfied with current dental treatment . Among 44, 77.27% of patients are satisfied with there current dental treatment;6.82% are neutral with current dental treatment; 9.09% are  very satisfied with current dental treatment; 6.82% are dissatisfied with current dental treatment . The chi-square test of significance clearly indicates that, there is significant association or difference between and opinion about satisfaction with dental treatment  (chi-square=10.4993, p<0.05) at 5% level of significance.
5. Out of a total of 150 samples, patients of  <29 years are 106 and 30+ years are 44. Among 106, 42.45% of patients wait for few minutes at the clinic for the appointment; 23.58% of patients wait for 30 to 40 minutes at the clinic for the appointment; 12.26% of patients wait for 15 to 20 minutes at the clinic for the appointment; 10.38% of patients get appointment immediately; 6.60% of patients wait almost an hour at the clinic for the appointment; 4.72% of patients wait more then an hour  at the clinic for the appointment. Among 44, 45.45% of patients wait for  few minutes at the clinic for the appointment; 36.36% of patients wait for 30 to 40 minutes at the clinic for the appointment; 9.09% of patients wait for 15 to 20 minutes at the clinic for the appointment; 4.55% of patients get appointment immediately; 2.27% of patients wait almost an hour at the clinic for the appointment; 2.27% of patients wait more then an hour at the clinic for the appointment. The chi-square test of significance clearly indicates that, there is no significant association or difference between and opinion about waiting at the clinic for the appointment  (chi-square=4.9767, p>0.05) at 5% level of significance.
6. Out of a total of 150 samples, patients of  <29 years are 106 and 30+ years are 44. Among 106, 52.83% of patients thinks that expensive cost bothers them most at the clinic; 23.58% of patients thinks that outdated equipments bothers them more at the clinic;  11.32% of patients bothers  about  doctor’s absence at the clinic; 10.38% of patients ,incompetent staff  bothers them most at the clinic; 1.89% bothers that there is no surgery room at the clinic. Among 44, 81.82% of patients thinks that expensive cost bothers them most at the clinic; 9.09% of patients thinks that outdated equipments bothers them more at the clinic ; 2.27% of patients bother about the doctor’s absence  at the clinic; 4.55% of patients ,incompetent staff  bothers them most at the clinic; 2.27% bothers that there is no surgery room at the clinic. The chi-square test of significance clearly indicates that, there is significant association or difference between age and opinion about factor that bothers at the clinic  (chi-square=11.8191, p<0.05) at 5% level of significance.
7. Out of a total of 150 samples, patients of  <29 years are 106 and 30+ years are 44. Among 106, 55.66% of patients uses the term “professional” to describe the dentist  most at the clinic; 23.58% of patients uses the term “friendly” to describe the dentist  ;16.98% of patients uses the term “caring” to describe the dentist  ; 1.89% of patients don’t know about the  dentist ;0.94%  of patients uses the term “Uncaring” to describe the dentist  ; 0.94%   of patients uses the term “rude” to describe the dentist .Among 44, 65.91% of patients uses the term “professional” to describe the dentist  most at the clinic; 15.91% of patients uses the term “friendly” to describe the dentist ;15.91% of patients uses the term “caring” to describe the dentist ;2.27% of patients uses the term “uncaring” to describe the dentist . The chi-square test of significance clearly indicates that, there is no significant association or difference between and opinion about term used to describe dentist  (chi-square=3.0942, p>0.05) at 5% level of significance.
8. Out of a total of 150 samples , patients of  <29 years are 106 and 30+ years are 44.  Among 106, 27.36% of patients uses the term “caring” to describe the dental surgery assistant;  25.47% of patients uses the term “friendly ” to describe the dental surgery assistant;  25.47% of patients uses the term “professional” to describe the dental surgery assistant;  16.09% of patients don’t know about  the  dental surgery assistant ; 2.83% of patients uses the term “uncaring” to describe the dental surgery assistant;  1.89% of patients uses the term “rude” to describe the dental surgery assistant;  0.94%   of patients uses the term “ unsensitive ” to describe the dental surgery assistant. Among 44, 47.73% of patients uses the term “professional” to describe the dental surgery assistant; 29.55% of patients uses the term “caring” to describe the dental surgery assistant;  22.73% of patients uses the term “friendly ” to describe the dental surgery assistant. The chi-square test of significance clearly indicates that, there is  significant association or difference between and opinion about term used to describe dental surgery assistant  (chi-square=14.5080, p<0.05) at 5% level of significance.
9. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44. Among 106, 56.60% of patients feel that they can afford the dental care costs; 24.53% of patients feel that the dental care is costly;10.38% of patients feel that the dental care is too expensive; 6.06% of patients don’t know about the dental care costs; 1.89% of patients feel that they can’t  afford the dental care costs.Among 44, 72.73% of patients feel that the dental care is costly;11.36% of patients feel that the dental care is too expensive; 11.36%  of patients feel that they can afford the dental care costs; 4.55% of patients don’t know about the dental care costs;none of them feel that they cant afford. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about dental care costs (chi-square=5.0035, p>0.05) at 5% level of significance.
10. Out of total of 150 samples,patients  with  <29 years are 106 and 30+ years are 44.Among 106, 89.62% of patients reported that they are confident about the quality of the treatment provided at clinic;10.38% of patients reported that they are not confident about the quality of the treatment provided at clinic;Among 44, 95.45%   of patients reported that they are confident about the quality of the treatment provided at clinic;4.55%  of patients reported that they are not confident about the quality of the treatment provided at clinic. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about quality of the treatment provided  (chi-square=1.3360, p>0.05) at 5% level of significance.
11. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44.Among 106,82.08% of patients rated that the environment of of the dental clinic as good;8.49% of patients rated that the environment of of the dental clinic as average;7.55% of patients rated that the environment of of the dental clinic as excellent; 1.89% of patients reported that there is no environment at all; Among 44, 93.18% of patients rated that the environment of of the dental clinic as good;  6.82% of patients rated that the environment of of the dental clinic as excellent. The chi-square test of significance clearly indicates that, there is  significant association or difference between age and opinion about environment of dental clinic (chi-square=8.1030, p<0.05) at 5% level of significance.
12. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44. Among 106,63.21% of the patients reported that the assistance at the clinic reception is helpful but they have to ask for the help;32.08% of the patients reported that the assistance at the clinic reception is prompt and helpful;2.83%  of the patients reported that the assistance at the clinic reception is slow and uncaring; 1.89% of the patients reported that the assistance at the clinic reception is rude. Among 44 ,72.73% of the patients reported that the assistance at the clinic reception is helpful but they have to ask for the help;25% % of the patients reported that the assistance at the clinic reception is prompt and helpful; 2.27% of the patients reported that the assistance at the clinic reception is slow and uncaring. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about assistance at clinic reception  (chi-square=1.8122, p>0.05) at 5% level of significance.
13. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44.Among 106,37.74% of the patients reported that the assistance  of dental staff is helpful but they have to ask for the help;4.72% of the patients reported that the assistance  of dental staff  is slow and uncaring . Among 44 , 50% of the patients reported that the assistance  of dental staff is helpful but they have to ask for the help; 50% of the patients reported that the assistance  of dental staff is prompt and  helpful. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about assistance of dental staff (chi-square=3.5270, p>0.05) at 5% level of significance.
14. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44.Among 106,53.77% reported that the clinic is using latest equipments;46.23% reported that the clinic is not  using latest equipments.Among 44,56.82% reported that the clinic is not  using latest equipments;43.18% reported that the clinic is using latest equipments. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about usage of latest equipments  (chi-square=1.3955, p>0.05) at 5% level of significance.
15. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44. Among 106,98.11% reported that dentist explains them about the treatment procedure before he/she performs;1.89% reported that dentist does not explain. All of them among 44 reported that dentist explains them about the treatment procedure before he/she performs. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about explanation of treatment procedures   (chi-square=0.8414, p>0.05) at 5% level of significance.
16. Out of total of 150 samples,patients with  <29 years are 106 and 30+ years are 44. Among 106,96.23% reported that they recommend clinic to others;3.77%  reported that they don’t.All of them among 44 recommand clinic to others. The chi-square test of significance clearly indicates that, there is no significant association or difference between age and opinion about explanation of treatment procedures   (chi-square=1.7059, p>0.05) at 5% level of significance.

Conclusion


Earlier days dentist washighlt regarded and respected for there profession and at the same time highly avoided because of the scary environment of dental clinic. It was the pain which brought the patient to dentist who with just extractions and fillings could completely satisfy them, and the dentist only was clinical excellence. Over the time dentistry as evolved into a challenging field (1).Dentist is confronted with many factors like

1. Professional competition
2. Knowledgable patients
3. Declining loyally among patients

These days patients are more informed,sophisticated, have more awareness about dental aspects, demand good quality services, their expectations are high and satisfying them is very difficult.(1)

It has been found that when expectation of patients are met, satisfaction increases which in turn affects their behavior , improves oral health habits and influences better use of dental services.(1)

Since awareness is increased among patients, it is responsibility of the dentists to provide good quality services, which increases trust among patients, which strengthens the dentist-patient relationship.

Patients are overwhelmingly satisfied with their doctors, they value their caring attributes, friendliness and competence.(1)

Immediate attention is required for

1. Caring patients time, providing treatment as per schedule
2. Providing education to patients in simple words regarding causes and prevention of diseases.
3. Substantiating treatment charges.

Patient’s priority to dental treatment “ when in pain” requires introspection.(1)

Thus, in today’s world, clinical excellence and effective practice, management complement one another and this can bre accomplished by gainig complete satisfaction and trust of every patient which can be achieved through efficiency, competence, painless treatment, friendliness,pleasant clinical set up and being sensitive to patient feelings and needs.These inturn effect their behavior,makes them more relaxed, anxiety free,improves oral health habits and improves utilization of dental services and ultimately leads to healthy and qualitative doctoc-patient relation which futher adds to the image of dental profession making oral health care possible.(1)

References


1.Dr.R.Rekha; Dentist-patient relationship, patient perceptions towards dentist and dental practice in Bangalore city-a survey report
2.Burke L and Croucher R;criteria og good dental practice generated by general dental practitioners and patients,Int Dent J.1996;46:3-9
3. Holt V.P and Mc Hugh K;Factors influencing patient loyalty to dentist and dental practice,Br Dent J.1997;183(10):365-9
4. Anastosios Karydis, Mando Komboli-Kodavazenti; Expectations and perceptions of greek patients regarding the quality of dental health care,International J. for quality in health care 2001;vol 13,409-416
5. Alina Puriene,Irena Balciuniene, Povilas Drobnys;who is thought to be a “reliable dentist”-Lithuanian dentists’ opinion.

Source(s) of Funding


None

Competing Interests


None

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