1. Perceptions of service quality in Victorian public dental clinics using Google patient reviews.
- Author
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Feng, Boxi, Park, Joon Soo, Lee, Joshua, Tennant, Marc, and Kruger, Estie
- Subjects
MEDICAL quality control ,DENTAL clinics ,RESEARCH methodology ,CROSS-sectional method ,PATIENT satisfaction ,MEDICAL care ,RETROSPECTIVE studies ,PATIENTS' attitudes ,SOCIOECONOMIC factors ,DOCUMENTATION ,INTER-observer reliability ,PUBLIC sector ,SEARCH engines ,DESCRIPTIVE statistics ,COMMUNICATION ,QUALITY assurance ,THEMATIC analysis ,PROFESSIONALISM ,MEDICAL appointments ,DENTISTRY ,DATA analysis software ,MEDICAL coding - Abstract
Objectives: Using Google online reviews, this study investigated why patients were satisfied or dissatisfied with their public dental clinic in Victoria, Australia. Methods: This mixed methods study gathered Google reviews published by users pre-March, 2021. The reviews were coded and subthemes and major themes were identified. The most common reasons why patients gave reviews were tabulated and stratified according to star rating, remoteness and accessibility index classification, and socio-economic status. Results: Of the 522 reviews included in this study, in 317 (60.7%) satisfaction was expressed. Compliments and complaints were documented. A total of 53 subthemes were identified. Major themes included Treatment, Staff, Communication and Professionalism, Patient Factors and Non-Clinical Reasons. From the reviews, more patients were satisfied with general unspecified treatment (n = 195; 14.7%) and dissatisfied with reception staff (n = 64; 4.8%). More reviews were generated by patients who visited clinics in major cities and lower socio-economic areas. Conclusion: This study found that most patients expressed satisfaction and identified reasons why patients were satisfied or dissatisfied. Consumer feedback, including compliments and complaints, is an integral aspect of monitoring and improving health service quality. It is important to continue seeking feedback and improve accordingly. What is known about the topic? Research has identified common factors for patient satisfaction or dissatisfaction with dental clinics including: facilities and location, waiting list time, cost, gentleness during procedures, communication, and staffing. What does this paper add? This study identified causes of patient satisfaction and dissatisfaction with Victorian public dental clinics. The focus is on the Victorian public dental system because almost half of the eligible population for public dental services are not utilising them. What are the implications for practitioners? Practitioners can use this study to self-reflect and improve the quality of health service delivery. [ABSTRACT FROM AUTHOR]
- Published
- 2022
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