Improving patient satisfaction

This paper describes a method for lowering internal barriers to the acceptance of dental care which are created by patient dissatisfaction. Previous research suggests that significant numbers of patients are lost to dental practices due to dissatisfaction. Conversely, satisfied patients represent the primary source of referral of new patients. A system of patient feedback is described which elicited constructive criticism while preserving patient anonymity. The effects of patient feedback were observed in 100 private dental offices over a 12-month period. Patients provided confidential ratings of facilities, staff, appointment policies, dentist, treatment quality, costs and communication. Dentists received quarterly summary reports of the ratings. Over 90 per cent of the dentists reported having changed their practice policies in response to the patient feedback. The average number of changes made was 5.6. Most dentists felt that the procedure improved patient, staff and their own personal satisfaction. About one-fourth felt that it was responsible for greater acceptance of treatment plans and more referrals. The study demonstrated that identifying and responding to patient needs can be an effective means for lowering barriers to care.