An analysis of patient grievances in a dental school clinical environment

Patient satisfaction is an integral part of assessing the quality of oral health care. As dental care becomes more impersonal, competitive, and expensive, the potential for patient complaints is on the rise. Dental school clinics may be more vulnerable to patient grievances due to inexperienced student providers, less efficient delivery of care, challenges related to continuity of care, and the complexity of adhering to institutional policies. Effective management of patient complaints can assist both individuals and institutions toward providing the highest quality of care achievable in the demanding dental education environment. Despite the obvious benefit, there is a dearth of recent studies that analyzed complaints in either the private practice setting or dental school clinics. The purpose of this study was to categorize and analyze the complaints received from patients seeking treatment at a large dental school clinic from 2005 to 2008. It was found that the combined complaints for all four years in descending order were regarding appointment, communication, money, quality, and other. No statistically significant association was found between the type of complaint and time of year. Most importantly, it was found that the system for recording complaints needed to be standardized in order to improve the quality of patient care. The findings from this study will not only facilitate adjustment of the school's current curricula and policies, but could also guide other institutions and private dental practitioners toward better patient care.