10.

2478/AMB-2018-0017

PATIENTS’ SATISFACTION AS A TOOL OF DENTAL

SETTING AND DENTAL SERVICES ASSESSMENT
IN THE DENTAL COLLEGE OF MANGALORE
A. Shetty1, P. Hegde2, A. Madiyal3, R. Bhandary4, B. Thomas5
1
Department of Periodontics, A. B. Shetty Dental College, Nitte University  Mangalore, India
2
Department of Oral and Maxillofacial Surgery, A. B. Shetty Dental College, Nitte University  Mangalore, India
3
Department of Oral Medicine and Radiology, A. B. Shetty Dental College, Nitte University  Mangalore, India
4
Department of Periodontics, A. B. Shetty Dental College, Nitte University  Mangalore, India
5
Department of Periodontics, A. B. Shetty Dental College, Nitte University  Mangalore, India

Abstract. Provision of quality health services to population of the rural areas with limited
access to dental treatment and educating dental students in high standard of professional
conduct when delivering health services to the population, represents the main reason for
the foundation of a dental college in an area like Mangalore. The purpose of this study was
to assess the satisfaction of patients visiting the dental college clinics. A cross-sectional
study was conducted between May 1 and July 31, 2017. A questionnaire, covering 4 items:
patient-dentist relationship; efficiency of the general clinic; patients perception of dental
care quality; college healthcare opinion, was distributed to 400 patients visiting the dental
clinic. Data were treated statistically using overall percentage distributions and Fisher exact
test. The mean percentage of agreement for the 4 items was 85.86 ± 24.51% denoting
a high level of satisfaction. Fisher exact test showed (p < 0.01) statistically important
difference between first time and multiple time visitors answers. Majority of the patients
were satisfied with the clinical settings and the benefits of the fast delivered treatment.
The quality of the services was appreciated by the majority of visitors. The attitude of the
providers of healthcare was perceived as very friendly and gentle. The assessment of
patients’ contentment and perception of healthcare services could be an efficient tool to
evaluate the overall activity of an educational healthcare institution.

Key words: dental healthcare institute, rural areas patients, patients’ satisfaction, dental services’
assessment

Corresponding author: e-mail: dr_akshata4u@yahoo.co.in

INTRODUCTION it has to be assessed by the health providers [1]. Any

complaint reporting negative experience of patients

T
he feedback concerning the healthcare services
provided by a dental college to patients on a
daily basis represents a considerable resource
for comments and criticism of the advancement and
development of the professional education, therefore
as a result of consumed dental care is considered with
appropriate interest and concern both by the individual
doctors and the educational health institution [2].
The close relatives will share the negative feelings
and dissatisfaction and thus not only the unsatisfied

36 Acta Medica Bulgarica, Vol. XLV, 2018, № 2 // Original article

patients but many prospective patients would change
their dental provider and/ or dental facility, which
would negatively impact the utilization of dental
services and the confidence of the population in
the competence of the healthcare personnel of the
dental college [3]. One of the major tasks and duties
of the dental college is to educate dental students
in professional conduct and professional integrity [4].
Provided the clinical governance and doctor/patient
partnership play considerable role in promoting and
providing high quality oral healthcare, it is important
to know and respect the expectations of patients
in details and be able to implement the acquired
experience with negative comments for improvement
[5]. The patients’ satisfaction with healthcare delivery
and quality of services assessment is perceived by
health and educational authorities as a valuable tool
for facility and curriculum assessment maintaining
their accreditation status [9].
The A. B. Shetty College of Dentistry in Mangalore
was founded in 1985. Since its opening (32 years
ago) it has been delivering dental education to
students from India and neighbouring country like
Malaysia. The college offers quality free of charge
dental services to the population of South Canara
and other communities from different states of India
like Kerala, Tamil Nadu seeking dental treatment. The
college facilitated the provision of healthcare services
to the rural areas in South Canara by establishing
local health centres in and around South Canara.
This is an immense additional service provided by
this dental college to the South Canara population.
As educational entities, the dental clinics of the
Colleges of Dentistry commonly face the challenge
of achieving equilibrium between the essential
patients’ and students’ needs and expectations.
Patients’ satisfaction with oral health treatment is
essential since it determines the utilization rate. It
was evidenced that satisfied patients improved their
compliance, demonstrated in decreased number of
missed appointments or broken schedule, lower level
of anxiety cases and lower number of complaints
of discomfort. Dentist-patient communication
throughout dental procedure was proven to have
emotional impact on patients’ consent with clinical
recommendations and scheduled appointment time.
Therefore, evidences on patients’ satisfaction are
needed to appropriately assess the provision of
services and the facility efficiency [6].
A study done to measure the level of patient
contentment in the dental outpatients clinic from a
group of state hospitals in Turkey as well as to search
the circumstances that may affect contentment
exhibited that patients were maximally content with
Patients’ satisfaction as a tool of dental setting...
privacy during dental treatment, waiting time was
minimally satisfactory matter (only 41% stating of
contentment with waiting time) [6]. Similar study was
done to examine the necessities as well as suggestions
of patients, laboratory specialists as well as general
practitioners in outpatient healthcare in Northeast
Bulgaria. The statistics displayed a significant diversity
among the metropolitan and countryside utilization of
laboratory facilities as well as suggestions are known
to increase the convenience related with the building of
mobile laboratories as well as detect surgery in remote
locations [7]. A survey done in Varna during February
2013 to examine the degree of patient satisfaction as
factor of quality diagnostic laboratory activity displayed
that quality of the medical service and professionalism
of the staff is the main motive for the preferences
of patients, followed by good attitude and personal
attention [8]. When healthcare service delivering is
facilitated to society various perspectives like gender
and racial equality, treatment accessibility, social and
economic equality, health disparities among patients
are challenging issues which determine patient’s
impression on the health organization. Hence,
evidence and statistical analysis on patient’s feedback
is important.
PURPOSE
The purpose of the study was to assess the level
of contentment regarding the quality of general
dental care received by patients in a dental college’s
setting. Therefore, this study aims to measure the
level of fulfilment of patients and approval of the
dental facilities in the college of Dentistry located in
the small city of Mangalore. The college attempts to
provide with healthcare the underprivileged population
and to educate highly motivated and noble dental
professionals. Assessment of satisfaction and fulfilment
regarding the oral healthcare received will provide
health care providers the opportunity to improve their
service and any criticism received regarding service
will definitely help the dental care personnel to improve
their profession in the future. Thus, this study also
aims to bring high professional quality among students
graduating from this dental college. But, what patients
need from the facilities may vary from what the source
considers is finest for them. Hence, their attitude and
view must be assimilated to deliver a complete vision
in improving the understanding of the aspects touching
patients’ happiness with the health care situation and
background. This comprises issues such as patient–
personnel communication, health provider’s capability,
system/organization effectiveness and clinic setup/
setting and environment. Therefore, this study tries to
measure and put in figures the level of fulfilment and
37
approval of dental services delivered by the College
of Dentistry, exactly with mention to these important
aspects of awareness.
Tasks
1) To determine the patient-dentist relationship in the
general clinics;
2) To determine the technical competency in regards
of dental service provided;
3) To assess the organization/ institute efficiency in
giving services to patient;
4) To determine the patient attitude and expectation
regarding dental treatment in a dental college clinics.
MATERIAL AND METHODS
Study design and participants
This was a scientific study of society focussed on
how human activities are affected by the interplay
between social structure and individual agency which
is a health organization. Social researchers draw upon
a variety of qualitative and quantitative techniques.
Qualitative design emphasizes on the understanding
of social phenomena through direct observation and
communication with participants. Quantitative designs
approach social phenomena through quantifiable
evidence, and often rely on statistical analysis of many
cases to create valid and reliable general claims.
Thus the data attained by the present research was
considered for statistical analysis. Thus the present
research gathered data by questionnaire or similar
feedback from a set of 400 patients who agreed for
comprehensive dental treatment at A. B. Shetty dental
college general clinics between May 1st and July 31st,
2017 to evaluate the gratification they acknowledged
from dental facility. The study was led by A. B. Shetty
dental college. This was a descriptive cross-sectional
study where pre-tested inquiry form was organized
and circulated amongst the patients. A self-directed
adapted inquiry form was circulated to measure
patients’ fulfilment with the wide-ranging dental care
delivered in the integrated dental treatment centre of
A. B. Shetty Dental Institution. The adapted form was
elaborated following the principles of Othman L. inquiry
form [7]. The survey comprised of 4 units: patient–
personnel communication at integrated treatment
centre (8 matters); practical and methodical capability
of dental workers and staff in integrated treatment
centre (8 matters); institute/organization proficiency
and competency concerning dental service delivered
(7 matters), and patient anticipation and expectancy
on the subject of dental treatment and schedules (6
items). The questionnaire was typed in English and
Malayalam with 2-point reply scales extending from 1
38
(disagree), 2 (agree). Combinations of negative and
positive communications outlined no typical set-up for
responding. As a result, participants had to read all
phrases wisely and sensibly before responding. It was
directed in this treatment centre under the direction of
chief investigator of the study.
Inclusion criteria
Patients receiving wide-ranging treatment completed
in this clinic at the dental college.
Exclusion criteria
Patients who are not eager to contribute to the study
and patient who are not receiving dental treatment in
the general dental clinic.
Statistical analysis
The assessment was established in addition pre-
tested former to information was collected. It was
directed in this treatment centre under the direction
of chief investigator of the study. Percentage, mean
and standard deviation were calculated. Chi-square
test (X2) and Fisher exact test were performed to
statistically analyze the qualitative data. A p-value of
0.001 was measured.
RESULTS AND DISCUSSION
A total of 400 contestants were qualified for the
study, and totally 400 fellows were eager to fill the
inquiry form. Altogether 400 patients enthusiastically
contributed to the study. Proportions of agreement on
the 4 chief items of accomplishment were formulated.
The mean proportions of fulfilment were formulated to
decide the whole ranking inquiry of exact fulfilment and
satisfaction phases. About 38.25% of the contestants
were visiting the dentist for the first time while 61.75%
of the people had visited dentist numerous times.
80% visiting this institution were from nearby state
Kerala who knew Malayalam, while 20% remained the
local people from Mangalore, from Kannada district.
Patient gratification was measured by means of four
points that is by (a) determining the patient-dentist
bond and rapport in integrated clinic (Table 1), (b) by
defining the procedural and methodical capability of
integrated clinic in giving dental service (Table 2), (c)
by assessing the organization/ institute efficiency and
proficiency in providing service to patient (Table 3), (d)
by determining the patient attitude and expectation
regarding dental schedules and treatment in a dental
college (Table 4), (e) by determining the overall
gratification and fulfilment on the four main items.
It was determined that 100% of all individuals were
happy with the understanding between them and the
A. Shetty, P. Hegde, A. Madiyal et al.
healthcare provider (Table 1). All 100% individuals
who were interviewed (Table 2) were happy with
the methodical capability of the integrated clinic in
rendering dental service. Also, 100% of individuals
were willing to recommend to other patients to visit the
clinic as they were well satisfied after treatment (Table
3). More than two-third of individuals were happy with
getting treatment at this college, with 100% agreeing
that getting quality treatment in this college is the main
reason to visit this college. When asked regarding
contentment about getting several dental appointments
and long waiting hours for dental treatment 70%
(Table 4) said they were fine with long waiting hours
and several dental visits, but 87.5% (Table 4) of the
individuals also stated that they would appreciate it, if
faster quality treatment was given. 100% (Table 4) of
the individuals were expecting quality treatment and
100% (Table 4) also were contented with the treatment
because they were pleased with the health care
personals as they were friendly and good at their work.
The overall ranking of factors regarding satisfaction
was done by calculating the mean percentage
of agreements regarding different disciplines of
satisfaction among the studied group (Table 5). The
mean percentage of agreement for the 4 disciplines
was 85.86 ± 24.51% denoting a high level of
satisfaction. The association between defendant’s
regionalism and characteristic of the four matters of
fulfilment discovered noteworthy difference among
people from Kerala and Karnataka (Table 6). Such
cases are invisible to statistical procedures and
graphs which need positively weighted cases, but
remains on the table and are processed by non-
statistical facilities such as list and save.
The association among defendants visiting the
clinic for the first time were compared with people
who visited dental college numerous times and
characteristic of four matters of satisfaction
discovered noteworthy difference (Table 7). Where
the value of the weight variables are zero there are
cases invisible to statistical procedures and graphs
which need positively weighted cases, but remains
on the table and are processed by non-statistical
facilities such as list and save.

Table 1. Item 1: Patient/dentist interaction quality perceived by patients

ITEMS Agree N (%) Disagree N (%)

1) Dental staff was friendly and cheerful while checking me in. 400 (100%) 0
2) My dental complaint and oral examination was checked by dental staff. 400 (100%) 0
3) the whole procedure was explained by the dental staff 400 (100%) 0
4) Explanation was given to me in language which I could communicate in. 400 (100%) 0
5) I could communicate with the dental staff during procedure. 400 (100%) 0
6) Dental personnel was efficient and gentle during the procedure. 400 (100%) 0
7) Dental personnel are sincere in their work. 400 (100%) 0
8) Instruction regarding future dental treatment and referral was given by dental personnel. 400 (100%) 0
N as shown in (Table 1) denotes total number of participants in number.
% as shown in (Table 1) denote % of total number of participants.

Table 2. Item 2: Dental clinic environment and proficiency of clinical staff quality perceived by patients

ITEMS Agree N (%) Disagree N (%)

Lesser waiting time to get treatment done. 400 (100%) 0
Treatment procedure was fast. 400 (100%) 0
Multiple treatment given here has reduced my waiting time. 400 (100%) 0
Good clinical environment and comfortable waiting area 400 (100%) 0
Treatment given by dental personnel was fast, less apprehensive and tiring. 400 (100%) 0
Instruments which are used here are clean 400 (100%) 0
Received good quality treatment (happy with the facility given) 400 (100%) 0
I am willing to recommend this clinic to others for getting treatment 400 (100%) 0
N as shown in (Table 2) denotes total number of participants .
% as shown in (Table 2) denote % of total number of participants.

Patients’ satisfaction as a tool of dental setting... 39

 Table 3. Item 3: To measure the contentment and confidence of patients in the college facility

ITEMS Agree N (%) Disagree N (%)

I choose this college for getting treatment since I received good opinion from the other people
320 (82.50%) 70 (17.50%)
who received treatment.
I was referred by other dentist or physician to get treatment done here. 60 (15%) 340 (85%)
I visited this college for getting treatment by getting awareness from health camps and media. 20 (5%) 380 (95%)
Updated and quality treatment is the reason for choosing this college. 400 (100%) 0
I choose treatment here as treatment charges are very low. 320 (80%) 80 (20%)
Easy access is the reason for choosing treatment done in this college. 300 (75%) 100 (25%)
I would be extremely likely to recommend the treatment given here to others. 400 (100%) 0
N as shown in (Table 3) denotes total number of participants in number
% as shown in (Table 3) denote % of total number of participants

Table 4. Item 4: Dental treatment outputs and preliminary patients’ expectations

ITEMS Agree N (%) Disagree N (%)

My major expectation is faster treatment with less appointment. 300 (75%) 100 (25%)
2) Quality treatment is my expectation and priority. 400 (100%) 0
3) I will be very happy if I receive quality and faster treatment. 350 (87.50%) 50 (12.50%)
4) Long waiting time number of visits are manageable by me to receive treatment in dental
280 (70%) 120 (30%)
college.

5) I am happy with the treatment because of friendly behaviour, good treatment given by
400 (100%) 0
health personnel.
6) I have comments and dissatisfaction regarding dental treatment given here 0 400 (100%)
N as shown in (Table 4) denotes total number of participants in number
% as show 847n in (Table 4) denote % of total number of participants

Table 5. Overall Satisfaction of patients (combined results on 4 items)

Items Minimum % (Agree) Maximum % (Agree) Mean % (Agree) Standard deviation

Table 1 (8 items) 0% 100% 100% 0
Table 2 (8 items) 0% 100% 100% 0
Table 3 (7 items) 15% 100% 65.35% ± 38.22
Table 4 (6 items) 0% 100% 86.5% ± 37.43
Overall average percentage mean score 15% 100% 85.86% ± 24.51
Overall Percentage, mean and standard deviation was calculated (Table 5)

40 A. Shetty, P. Hegde, A. Madiyal et al.

 Table 6. Association between rationality Table 7. Association between patient visit
and characteristic of four items’ fulfilment to the dentist and characteristic of four items
concerning satisfaction
Items Region Region P value
Kerala Karnataka Items Dental visits P value
Patient
dentist Patient First Visit Several times
agree disagree agree disagree dentist
interaction
interaction Agree Disagree Agree Disagree
Q1 320 0 80 0 (Table 1)
Q2 320 0 80 0 Q1 153 0 247 0
Q3 320 0 80 0 Q2 153 0 247 0
Q4 320 0 80 0 Q3 153 0 247 0
Q5 320 0 80 0 Q4 153 0 247 0
Q6 320 0 80 0 Q5 153 0 247 0
Q7 320 0 80 0 Q6 153 0 247 0
Q8 320 0 80 0 Q7 153 0 247 0
Practical proficiency in integrated clinic Q8 153 0 247 0
Q1 320 0 80 0 Practical proficiency in integrated clinic (Table 2)
Q2 320 0 80 0 Q1 153 0 247 0
Q3 320 0 80 0 Q2 153 0 247 0
Q4 320 0 80 0 Q3 153 0 247 0
Q5 320 0 80 0 Q4 153 0 247 0
Q6 320 0 80 0 Q5 153 0 247 0
Q7 320 0 80 0 Q6 153 0 247 0
Q8 320 0 80 0 Q7 153 0 247 0
Contentment and trust regarding college Q8 153 0 247 0
Q1 310 10 20 60 < 0.001* Contentment and trust regarding college (Table 3)
Q2 40 280 20 60 0.008 Q1 100 53 230 17 < 0.001*
Q3 12 308 8 72 0.039 Q2 40 113 20 227 < 0.001*
Q4 320 0 80 0 Q3 10 143 10 237 0.19
Q5 260 60 70 10 0.249 Q4 153 0 247 0
Q6 280 40 20 60 < 0.001* Q5 73 80 247 0
Q7 320 0 80 0 Q6 90 63 210 37
Patient approach and outlook regarding dental treatment Q7 153 0
Q1 280 40 20 60 < 0.001* Patient approach and outlook regarding dental treatment (Table 4)
Q2 320 0 80 0 Q1 100 53 200 100 0.43
Q3 280 40 70 10 1 Q2 153 0 247 0
Q4 200 120 80 0 Q3 150 3 200 47 < 0.001*
Q5 320 0 80 0 Q4 100 53 180 67 0.07
Q6 0 320 0 80 Q5 153 0 247 0
Q6 0 153 0 247
*as shown in (Table 6) indicates significant p-value.
Q stands for question * as shown in (table 7) indicates significant p-value

Quality healthcare service is appreciated by everyone,
a patient who gets treated, his family members, friends
and also society. Evaluating the patient contentment
after receiving treatment is one approach to evaluate
one’s professionalism [11]. Evidence and literature
stating that the patient's gratification gained after
treatment received in various colleges are existing till
dated [12]. Quality service given was appreciated by
patients in few studies, whereas low treatment cost
was the major reason with some patients for being
satisfied with the treatment [13, 14].
The present study which was done in a general
dental clinic evaluated its working efficiency by
assessing patient contentment after treatment.
The questionnaire, in addition, was an effective
tool for knowing the efficiency of the healthcare
service in this college. Patient outlook and opinion
towards getting dental treatment were assessed
among these people. 100% was the response rate
to participate in the study which was really higher
when compared to previous studies where it was
80% [3, 13, 15].

Patients’ satisfaction as a tool of dental setting... 41

Overall average percentage mean score was 85.86 ±
24.51% as shown in (Table 5) although high it is less
as compared to a study where it is 89% [3] but it is
better than satisfaction reported by a study 61.7%
[2] The result showed 100% satisfaction with certain
matters which is very similar to the previous study like
British dental association polls [15], Othman Jaffar’s
study result [1]. The overall proportion of satisfaction
may not help in evaluating the incompetency faced by
the institution in giving service to people in mass scale
[1, 16]. But this work of ours is indeed a foundation
stone to efficiently measure ourselves regarding
our workplace and work efficiency on a small scale.
Further investigation should be taken for healthcare
management and its assessment on the long run.
Quality healthcare services appreciation of the
patients, their family members, friends and the
community is the subject of many publications [8]. A
number of publications state evidences of the patient's
satisfaction with treatment received in various dental
college settings [9], while the patients’ perception of
quality of provided services was subject of only few
studies, in which the leading factor of choice and
satisfaction was the low treatment cost [10, 11].
The present study, carried out in a general dental
clinic as part of the self-evaluation process of working
efficiency assessed the patient satisfaction with
treatment. The questionnaire proved its effectiveness
and efficiency. Patients’ viewpoint towards getting
dental treatment in a college setting was evaluated
through representative sample of this population. The
response rate was at 100% and it was the highest
response rate, compared to previous published studies
(highest rate of 80%) [3, 10, 12]. The study results,
compared to previous studies [3, 10, 12], are relevant
because the sample comprised people from variable
regions with leading participation of people from
Kerala. Regarding the information collected on their
current and previous experience with dental treatment
about 60% of the population visiting the college dental
settings had numerous previous appointments with
different dental health centre departments. The study
gives data on the interdependence of factors shaping
the patient impressions and attitude as participants in
the treatment.
The results showed 100% satisfaction with certain
matters which is very similar to previous studies such
as the publication of the British dental association
polls [12], Othman Jaffars’ study results [1]. Overall
average percentage mean score was 85.86 ±
24.51% as shown in Table 5. It is generally high
but relatively lower compared to a study with 89%
rate of satisfaction [3] and higher than the level of
satisfaction reported in another study (61.7%).
42
Overall proportion of satisfaction may not help to
evaluate the patients’ attitudes faced by the institution
while providing services to people in mass scale [1,
13]. This method is suitable for workplace and work
efficiency assessment using a limited sample. Further
investigation should be focused on healthcare
management and its long term improvement.
Individuals feel obliged with their health care provider
if there is a proper interaction between them before
and during the treatment phase [14]. An earlier study
showed only 45.6% patient-dentist relationship [2]
which is really a remark which has to be investigated.
In our treatment centre we have staff assigned to su-
pervise and who also maintain a methodical way to
make sure that it is explained to the what to expect
before and during the procedure by the respective
healthcare providers. Thus, 100% fulfilment received
by study sample (Table 1) regarding patient-dentist
rapport gained is not surprising and is more when
compared with previous study conducted in a similar
education set up [16].
Leaving a good thought about you is possible by being
cheerful, gentle, and kind and friendly to any person
in need of help [15]. Our patients showed 100%
gratification with the friendly gentle approach of the
health care provider which supports the earlier literature
findings, where 98.1% of people were happy with the
service since dentist was kind and friendly [16].
Creating a balance in running an institution by training
the young doctors and giving service to common
people is really major task and we have tried to achieve
this. In our treatment center 100% of participants were
obliged to the service given by these young doctors
(Table 1, Table 2) and also 100% response was
measured that they were happy to recommend other
to get the treatment done here (Table 2). The present
study is outstanding when compared to previous
studies where we saw only 52% of participants happy
with students treating them, whereas other participants
were not that fulfilled when a student treated them [16].
Each patient desires that a good hospital
environment with privacy maintained during the
treatment would be provided; also, that tiring long
waiting hours would be compensated by comfortable
waiting place [17]. This all requires practical and
methodical working of the treatment area. 74.9% of
the respondents agreed that technical competency
was good, 79.5% were happy with the administrative
efficiency in the previous study conducted [16]. Our
study showed 100% satisfaction of the participants
(Table 2) when asked regarding satisfaction with
clinical environment. Also, faster treatment provided
was appreciated (Table 2).
A. Shetty, P. Hegde, A. Madiyal et al.
82.5% (Table 3) agreed that the recommendation
of patients previously treated here has encouraged
them to seek dental treatment in the clinic, whereas
only 15% (Table 3) had been referred from another
physician and only 5% (Table 3) came with
awareness through mass, media, camps. Only 65%
were satisfied with the quality of treatment [16], also
75% were satisfied in a study quoted earlier [16],
our present study shows high positive opinion (Table
3) regarding quality treatment given here when
compared with other work documented [16].
Patients visiting our college revealed that 70% (Table 4)
could manage with long waiting hours to get complete
dental treatment, but 87.5% (Table 4) revealed that
they would be pleased if faster quality treatment was
given. Patient outlook assessed that more opinion
was for faster treatment with quality treatment (Table
4), this stresses that patient health management in a
comprehensive hospital set up is an innovative idea
to deal with drawbacks faced in a dental college, like
long waiting hour faced by outpatients department
[16]. This problem is mentioned in previous studies,
also [16]. A comprehensive clinic in this college is a
great help for treating a wide range of dental findings
in outpatient department.
When participants were asked if receiving a good
opinion from others about the college was the reason
for choosing this college, we measured a significant
difference (Table 6). Thus, we assume that people
from Karnataka have higher expectation regarding
dental treatment. Mangalore district has established
a lot of health care centres both in high scale and
small scale. A. B. Shetty dental college is one among
them, thus people hailing from here are having
options to choose based on the circumstances,
thus the expectation of health care treatment is high
among people from Karnataka participants when
compared to Kerala.
A significant difference was again measured (Table
6) when people were asked regarding easy access
to the college for treatment. Our college has easy
access to road, railway facility as it is situated on
the state highway, hence our hospitals are mostly
visited by people from Kerala, whereas people from
Karnataka have numerous hospital facilities in the
heart of Mangalore city, so preferably this might be
the reason attributing to this different opinion pools
regarding this matter.
A noteworthy difference was evaluated (Table
6) between the people from different rationality
regarding their outlook towards dental treatment and
its schedule. Long hours of travel to get approached
Patients’ satisfaction as a tool of dental setting...
for treatment may be the reason for the majority
of people agreeing for faster treatment with fewer
appointments who came from Kerala.
A noteworthy difference was evaluated among
people who visit the dentist for the first time when
compared with people who visited numerous times
(Table 7) when asked regarding whether good
opinion from others is the reason for choosing this
college for treatment. Patients concern and favour
about the college is so widespread that there is a
majority agreeing to visit this college though they had
numerous dental experience previously.
A noteworthy statistical difference was seen among
people visiting the dentist for the first time and people
who had numerous visitors to a dentist when asked
if they were referred by another dentist (Table 7).
People visiting dentist first time agreed to a majority
for this. Reason for this may be attributed that people
who visited first time to a dentist had more trust and
were comfortable to visit this college if they were
referred by a physician.
Receiving quality and timely treatment was agreed
by majority by the population visiting the dentist
for the first time hence a noteworthy statistical
difference between the two categories of people
(Table 7) was measured. Thus gratification,
satisfaction can be delivered to such patients
by efficient asepsis measures, as evaluated in
previous studies [9, 16, 18].
Limitation of the study consists in the lack of data
on specialized dental care utilization as only patient
visits for general dental care were documented. The
results of the specialized clinical departments will be
studied in a further research.
CONCLUSION
Evaluating the patient satisfaction with dental treatment
represents a kind of self-evaluation approach.
Patients showed high expectation regarding dental
services even those received in a college setting. The
new method of providing comprehensive dental care
in one facility was appreciated by patients as timely,
less time consuming and quality treatment. The high
expectations of the patients according privacy during
treatment, comfort of waiting room, good interaction
between doctors and patients were met. The overall
satisfaction of patients is supporting the positive
image of the dental college.
Conflict of Interest: No
43

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