FACTORS INFLUENCING PATIENT SATISFACTION AND LOYALTY AS PERCEIVED BY DENTISTS AND THEIR PATIENTS
Main Article Content
Keywords
Loyalty; Dental communication; Dentist-patient communication; Patient satisfaction
Abstract
Background: Patient satisfaction is associated with increased compliance and improved health outcomes. The factors that contribute to patient satisfaction are not entirely understood. It is critical to measure patient satisfaction using quality improvement methods to focus on clinical outcomes and improving patient-centered care. This study aimed to identify the key aspects of patients’ dental care experience that influenced their self-perceived satisfaction and loyalty. Also, this study aimed to examine the agreement between patients and dentists regarding these factors. Methods: a cross-sectional study using a survey in dental clinics in Makkah and Jeddah, KSA from January to April 2022. A convenient sampling technique was used to select participants for this study. Questionnaires were administered to 1121 patients and 77 dentists, focusing on demographic information and 15 selected items related to the patient’s last dental visit. Descriptive and linear regression analyses were conducted. Results: Factors significantly influencing satisfaction and loyalty included location convenience, treatment quality, trust in dentists’ decisions, visit frequency satisfaction, clear treatment explanations, dentist’s interest in symptoms, patient-dental personnel attachment, and dentist’s knowledge of the patient and their medical records. While overall agreement between patients and dentists was high, some areas exhibited notable disagreement. Conclusions: The findings mostly align with existing literature, underscoring the importance of communication, trust, and a personal patient-dentist relationship in promoting satisfaction and loyalty. However, they also show that local, generally not-reported factors might be at play, which necessitates dentists’ awareness and consideration of the local context for optimal outcomes.
Downloads
References
1. Wang, H.L.; Huang, J.Y.; Howng, S.L. The effect on patient loyalty of service quality, patient visit experience and perceived switching costs: Lessons from one Taiwan university hospital. Health Serv. Manag. Res. 2011, 24, 29–36. 2. Zolnierek, K.B.; Dimatteo, M.R. Physician communication and patient adherence to treatment: A meta-analysis. Med. Care 2009, 47, 826–834. 3. Schmid, M.; Wolf, R.C.; Freudenmann, R.W.; Schönfeldt-Lecuona, C. Tomophobia, the phobic fear caused by an invasive medical procedure—An emerging anxiety disorder: A case report. J. Med. Case Rep. 2009, 3, 131. 4. Hollander, M.A.G.; Greene, M.G. A conceptual framework for understanding iatrophobia. Patient Educ. Couns. 2019, 102, 2091–2096. 5. Jha, A.; Holla, R.; Satish, K.P.; Kundolil, F.S.; Goel, P.; Jaiswal, S.; Kumar, D.N.; Dasgupta, A. Trypanophobia among medical students—An overlooked concern. Clin. Epidemiol. Glob. Health 2023, 20, 101257. 6. Pioli, M.R.; Ritter, A.M.; de Faria, A.P.; Modolo, R. White coat syndrome and its variations: Differences and clinical impact. Integr. Blood Press. Control 2018, 11, 73–79. 7. Aburas, S.; Pfaffeneder-Mantai, F.; Hofmann, A.; Meller, O.; Schneider, B.; Turhani, D. Dentophobia and dental treatment: An umbrella review of the published literature. Spec. Care Dentist. 2023, 43, 163–173. 8. Oosterink, F.M.; de Jongh, A.; Hoogstraten, J. Prevalence of dental fear and phobia relative to other fear and phobia subtypes. Eur. J. Oral Sci. 2009, 117, 135–143. 9. de Jongh, A.; Muris, P.; Schoenmakers, N.; ter Horst, G. Negative cognitions of dental phobics: Reliability and validity of the dental cognitions questionnaire. Behav. Res. Ther. 1995, 33, 507–515. 10. Liinavuori, A.; Tolvanen, M.; Pohjola, V.; Lahti, S. Longitudinal interrelationships between dental fear and dental attendance among adult Finns in 2000–2011. Community Dent. Oral Epidemiol. 2019, 47, 309–315. 11. Pohjola, V.; Lahti, S.; Vehkalahti, M.M.; Tolvanen, M.; Hausen, H. Association between dental fear and dental attendance among adults in Finland. Acta Odontol. Scand. 2007, 65, 224–230. 12. Platonova, E.A.; Kennedy, K.N.; Shewchuk, R.M. Understanding patient satisfaction, trust, and loyalty to primary care physicians. Med. Care Res. Rev. 2008, 65, 696–712. 13. Unal, O.; Akbolat, M.; Amarat, M. The influence of patient-physician communication on physician loyalty and hospital loyalty of the patient. Pak. J. Med. Sci. 2018, 34, 999–1003. 14. Liu, S.; Li, G.; Liu, N.; Hongwei, W. The Impact of Patient Satisfaction on Patient Loyalty with the Mediating Effect of Patient Trust. Inquiry 2021, 58, 469580211007221. 15. AlOmari, F.; Hamid, A.A.B. Strategies to improve patient loyalty and medication adherence in Syrian healthcare setting: The mediating role of patient satisfaction. PLoS ONE 2022, 17, e0272057. 16. Little, P.; Everitt, H.; Williamson, I.; Warner, G.; Moore, M.; Gould, C.; Ferrier, K.; Payne, S. Observational study of the effect of patient centredness and positive approach on outcomes of general practice consultations. BMJ 2001, 323, 908–911. 17. Lucarotti, P.S.; Burke, F.J. Factors influencing patients’ continuing attendance at a given dentist. Br. Dent. J. 2015, 218, E13. 18. Caruana, A.; Fenech, N. The Effect of Perceived Value and Overall Satisfaction on Loyalty: A Study among Dental Patients. J. Med. Market. 2005, 5, 245–255. 19. Holt, V.P.; McHugh, K. Factors influencing patient loyalty to dentist and dental practice. Br. Dent. J. 1997, 183, 365–370. 20. Riley, J.L., 3rd; Gordan, V.V.; Hudak-Boss, S.E.; Fellows, J.L.; Rindal, D.B.; Gilbert, G.H. Concordance between patient satisfaction and the dentist’s view: Findings from The National Dental Practice-Based Research Network. J. Am. Dent. Assoc. 2014, 145, 355–362. [CrossRef] 21. Gurdal, P.; Cankaya, H.; Onem, E.; Dincer, S.; Yilmaz, T. Factors of patient satisfaction/dissatisfaction in a dental faculty outpatient clinic in Turkey. Community Dent. Oral Epidemiol. 2000, 28, 461–469. [CrossRef] [PubMed] 22. Mellor, A.C.; Milgrom, P. Dentists’ attitudes toward frustrating patient visits: Relationship to satisfaction and malpractice complaints. Community Dent. Oral Epidemiol. 1995, 23, 15–19. [CrossRef] 23. Kiesler, D.J.; Auerbach, S.M. Optimal matches of patient preferences for information, decision-making, and interpersonal behavior: Evidence, models, and interventions. Patient Educ. Couns. 2006, 61, 319–341. 24. Murray, E.; Pollack, L.; White, M.; Lo, B. Clinical decision-making: Patients’ preferences and experiences. Patient Educ. Couns. 2007, 65, 189–196. 25. de Haes, H. Dilemmas in patient centeredness and shared decision making: A case for vulnerability. Patient Educ. Couns. 2006, 62, 291–298. 26. Szabó, R.; Farkas, G.; Keszeg, M.; Eördegh, G.; Buzás, N.; Antal, M. The role of the “compromise effect” in dental treatment choice. A pilot study in 676 Hungarian volunteers. Orv. Hetil. 2019, 160, 1503–1509. 27. Reissmann, D.R.; Bellows, J.C.; Kasper, J. Patient Preferred and Perceived Control in Dental Care Decision Making. JDR Clin. Trans. Res. 2019, 4, 151–159. 28. Lin, W.; Yin, W. Impacts of service quality, brand image, and perceived value on outpatient’s loyalty to China’s private dental clinics with service satisfaction as a mediator. PLoS ONE 2022, 17, e0269233. 29. Palaiologou, A.; Kotsakis, G.A. Dentist-Patient Communication of Treatment Outcomes in Periodontal Practice: A Need for Dental Patient-Reported Outcomes. J. Evid. Based Dent. Pract. 2020, 20, 101443. 30. Newton, J.T. Dentist/patient communication: A review. Dent. Update 1995, 22, 118–122. 31. Mataki, S. Patient-dentist relationship. J. Med. Dent. Sci. 2000, 47, 209–214. 32. Sondell, K.; Soderfeldt, B.; Palmqvist, S. Dentist-patient communication and patient satisfaction in prosthetic dentistry. Int. J. Prosthodont. 2002, 15, 28–37. 33. Rozier, R.G.; Horowitz, A.M.; Podschun, G. Dentist-patient communication techniques used in the United States: The results of a national survey. J. Am. Dent. Assoc. 2011, 142, 518–530. 34. Otte, S.V. Improved Patient Experience and Outcomes: Is Patient-Provider Concordance the Key? J. Patient Exp. 2022, 9, 23743735221103033. 35. Cooper, L.A.; Roter, D.L.; Johnson, R.L.; Ford, D.E.; Steinwachs, D.M.; Powe, N.R. Patient-centered communication, ratings of care, and concordance of patient and physician race. Ann. Intern. Med. 2003, 139, 907–915. 36. Street, R.L., Jr.; O’Malley, K.J.; Cooper, L.A.; Haidet, P. Understanding concordance in patient-physician relationships: Personal and ethnic dimensions of shared identity. Ann. Fam. Med. 2008, 6, 198–205. 37. Hall, J.A.; Irish, J.T.; Roter, D.L.; Ehrlich, C.M.; Miller, L.H. Gender in medical encounters: An analysis of physician and patient communication in a primary care setting. Health Psychol. 1994, 13, 384–392. 38. Thornton, R.L.; Powe, N.R.; Roter, D.; Cooper, L.A. Patient-physician social concordance, medical visit communication and patients’ perceptions of health care quality. Patient Educ. Couns. 2011, 85, e201–e208. 39. Elderkin-Thompson, V.; Waitzkin, H. Differences in clinical communication by gender. J. Gen. Intern. Med. 1999, 14, 112–121. 40. Christen, R.N.; Alder, J.; Bitzer, J. Gender differences in physicians’ communicative skills and their influence on patient satisfaction in gynecological outpatient consultations. Soc. Sci. Med. 2008, 66, 1474–1483. 41. Al-Mobeeriek, A. Dentist-patient communication as perceived by patients in Riyadh, Saudi Arabia. Int. J. Occup. Med. Environ. Health 2012, 25, 89–96. 42. Lamprecht, R.; Struppek, J.; Heydecke, G.; Reissmann, D.R. Patients’ criteria for choosing a dentist: Comparison between a university-based setting and private dental practices. J. Oral Rehabil. 2020, 47, 1023–1030. 43. Sharma, N.; Patterson, P. Switching costs, alternative attractiveness and experience as moderators of relationship commitment in professional, consumer services. Int. J. Serv. Ind. Manag. 2000, 11, 470–490. 44. Lahti, S.; Tuutti, H.; Hausen, H.; Kääriäinen, R. Dentist and patient opinions about the ideal dentist and patient-developing a compact questionnaire. Community Dent. Oral Epidemiol. 1992, 20, 229–234. 45. Lahti, S.; Tuutti, H.; Hausen, H.; Käärlänen, R. Patients’ expectations of an ideal dentist and their views concerning the dentist they visited: Do the views conform to the expectations and what determines how well they conform? Community Dent. Oral Epidemiol. 1996, 24, 240–244. 46. Lahti, S.; Verkasalo, M.; Hausen, H.; Tuutti, H. Ideal role behaviors as seen by dentists and patients themselves and by their role partners: Do they differ? Community Dent. Oral Epidemiol. 1996, 24, 245–248. 47. Burnham, T.; Frels, J.; Mahajan, V. Consumer switching costs: A typology, antecedents, and consequences. J. Acad. Mark. Sci. 2003, 31, 109–126. 48. Reichheld, F.F. The one number you need to grow. Harv. Bus. Rev. 2003, 81, 46–124. 49. Oliver, R. Satisfaction: A Behavioral Perspective on the Customer; McGraw Hill: New York, NY, USA, 1996. 50. Beaton, D.E.; Bombardier, C.; Guillemin, F.; Ferraz, M.B. Guidelines for the process of cross-cultural adaptation of self-report measures. Spine 2000, 25, 3186–3191. 51. Jerant, A.; Bertakis, K.D.; Fenton, J.J.; Tancredi, D.J.; Franks, P. Patient-provider sex and race/ethnicity concordance: A national study of healthcare and outcomes. Med. Care 2011, 49, 1012–1020. 52. Armfield, J.M.; Heaton, L.J. Management of fear and anxiety in the dental clinic: A review. Aust. Dent. J. 2013, 58, 390–407. 53. Krist, A.H.; Tong, S.T.; Aycock, R.A.; Longo, D.R. Engaging Patients in Decision-Making and Behavior Change to Promote Prevention. Stud. Health Technol. Inform. 2017, 240, 284–302. 54. Murgic, L.; Hebert, P.C.; Sovic, S.; Pavlekovic, G. Paternalism and autonomy: Views of patients and providers in a transitional (post-communist) country. BMC Med. Ethics 2015, 16, 65. 55. Thompson, G.A.; Segura, J.; Cruz, D.; Arnita, C.; Whiffen, L.H. Cultural Differences in Patients’ Preferences for Paternalism: Comparing Mexican and American Patients’ Preferences for and Experiences with Physician Paternalism and Patient Autonomy. Int. J. Environ. Res. Public Health 2022, 19, 663. 56. Krupat, E.; Rosenkranz, S.L.; Yeager, C.M.; Barnard, K.; Putnam, S.M.; Inui, T.S. The practice orientations of physicians and patients: The effect of doctor-patient congruence on satisfaction. Patient Educ. Couns. 2000, 39, 49–59. 57. Hall, J.A.; Roter, D.L. Medical communication and gender: A summary of the research. J. Gend. Specif. Med. 1998, 1, 39–42. 58. Schmid Mast, M.; Hall, J.A.; Roter, D.L. Disentangling physician sex and physician communication style: Their effects on patient satisfaction in a virtual medical visit. Patient Educ. Couns. 2007, 68, 16–22.
Article Sidebar
Article Details
How to Cite
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
This is an Open Access article distributed under the terms of the Creative Commons Attribution License (https://creativecommons.org/licenses/by-nc/4.0) which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Transfer of Copyright and Permission to Reproduce Parts of Published Papers.
Authors retain the copyright for their published work. No formal permission will be required to reproduce parts (tables or illustrations) of published papers, provided the source is quoted appropriately and reproduction has no commercial intent. Reproductions with commercial intent will require written permission and payment of royalties.
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.