Patient Satisfaction: A Survey of Dental Outpatients at the Lagos University Teaching Hospital, Nigeria
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Date
2009-01
Authors
Orenuga, O.O
Sofola, O.O
Uti, O.G
Journal Title
Journal ISSN
Volume Title
Publisher
Nigerian Quarterly Journal of Hospital Medicine
Abstract
Background: Patient satisfaction with dental services has
received minimal attention in Nigeria. Quality of service is
however, an integral part of any business. The study
assessed dental outpatients’ satisfaction with oral health
care delivery a tertiary institution in Nigeria. The perceptions
of the oral health care provider and suggestions that will
improve service delivery were also obtained from these
consumers.
Methods: A modified Dental Satisfaction Questionnaire
(DSQ) was used to assess the patients. An aggregate score
was also calculated for each respondent for all variables
tested under the five items on dental patient satisfaction.
The highest possible score was 76, based on the number of
items assessed. The cut off point for satisfaction was set at
38.
Results: Three hundred patients participated in the study.
The items with the top three scores were dentist-patient
relationship (respect/listen), rapport and infection control
with mean scores of 3.5, 3.4, and 3.3 respectively. The
range for the aggregate score for level of satisfaction was
16-68. High level of satisfaction reported in 159 (53%) of the
respondents and low level in 141 (47%). Dissatisfaction was
expressed with regards to the infrastructure,
electricity/regular supply of water and being treated by
unsupervised students in 85.7%, 59.5% and 89%
respectively.
Conclusions:The overall high level of satisfaction was
related to the communication skills and rapport of staff with
the patients. There is an urgent need for improvement on
infrastructure and provision of a steady supply of water and electricity
Description
Keywords
Patient satisfaction, dental, outpatients,LUTH