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Positive reinforcement: Balancing negative and positive feedback for comprehensive improvement.
E Barrow1, P Mylonas2, R Pattinson3
1Royal Surrey County Hospital, Guildford, UK.
Journal of Dentistry
|December 14, 2024
Summary
Dental hospitals systematically log negative patient feedback more than positive feedback. This highlights a need for improved processes to capture and utilize all patient input for better healthcare quality.
Area of Science:
- Healthcare quality improvement
- Patient experience research
- Dental education
Background:
- Patient feedback is crucial for healthcare quality and professional development.
- Current institutional policies often prioritize processing negative feedback over positive feedback.
- Systematic logging of patient feedback in dental settings requires investigation.
Purpose of the Study:
- To investigate the processes for systematic logging of patient feedback in UK and Republic of Ireland dental hospitals.
- To identify discrepancies in the logging of positive versus negative patient feedback.
- To highlight areas for improvement in patient feedback collection.
Main Methods:
- A cross-sectional survey of dental hospitals in the UK and Republic of Ireland.
- Pilot testing of a local survey prior to the main study.
- Descriptive statistics and thematic analysis of qualitative data.
Main Results:
- A 59% response rate from the Association for Dental Education in Europe (ADH) hospitals.
- Institutions perceive that negative feedback is logged more frequently than positive feedback.
- Positive patient feedback is collected and logged less systematically, with a recognized need for improvement.
Conclusions:
- There is a significant discrepancy in the systematic logging of positive and negative patient feedback.
- A lack of structured procedures hinders the collection of positive feedback.
- Enhancing feedback collection requires exploring universal systems and including patient and clinician perspectives.
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