Predictors of Dental Patients’ Satisfaction in a Greek Sample

Abstract

Aims: To evaluate patient factors, provider factors, and factors related to the patient-provider experience which may predict patient satisfaction with dental appointments. Study Design: A cross-sectional design was used. Place and Duration of Study: Data were gathered from dental students and their patients at Aristotle University of Thessaloniki, Greece between October, 2010 and April, 2011. Methodology: Data from 157 dental students and 484 of their patients were included. Patients completed questionnaires including the Patient Communication Style Scale, the Patient Assessment Questionnaire, and the Dental Visit Satisfaction Scale, and items measuring the patient’s prior experience with his/her student dentist. Dental students completed questionnaires included the Toronto Composite Empathy Scale and the Attitudes Toward Patient Education Scale. Participants also provided demographic information, and the type of dental treatment received was recorded. Results: Patient satisfaction was associated with student communication skills (P<.001) and dyadic congruence about patient participation in treatment-planning (P<.001). Empathy was associated with patient satisfaction (P=.03), as were higher levels of patient education, income, and religiosity (P’s=.007, .04, .02). In addition, having had a prior positive experience with the student (P=.004), being treated by a more experienced student (P=.003), and not experiencing an invasive dental procedure (P=.04) were also associated with patient satisfaction. When considered simultaneously, students’ communication skills was the best predictor of patients’ satisfaction (P<.001), followed by patients’ preference for greater treatment involvement (P=.008). Conclusion: Variables related to patients, providers, and the patient-provider experience were each associated with patient satisfaction.