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Article ID: WMC004029 ISSN 2046-1690

Dentist-Patient Relationship, Patient PerceptionsTowards Dentist and Dental Practice In Khammam.Corresponding Author:Dr. K Sivakalyan,Senior Lecturer, Mamata Dental College, Khammam, 522001 - India

Submitting Author:Dr. Pratap V Kompalli,Professor & Head of Department, Mammatha Dental College, Department of Public Health Dentistry, 522001 -India

Article ID: WMC004029

Article Type: Research articles

Submitted on:24-Feb-2013, 03:59:30 PM GMT Published on: 25-Feb-2013, 01:57:58 PM GMT

Article URL: http://www.webmedcentral.com/article_view/4029

Subject Categories:DENTISTRY

Keywords:Relationship, Perception, Patients,Dentists, Dental practice

How to cite the article:Kompalli PV, Sivakalyan K . Dentist-Patient Relationship, Patient Perceptions TowardsDentist and Dental Practice In Khammam. . WebmedCentral DENTISTRY 2013;4(2):WMC004029

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Dentist-Patient Relationship, Patient PerceptionsTowards Dentist and Dental Practice In Khammam.Author(s): Kompalli PV, Sivakalyan K

Abstract

Introduction: The dentist-patient relationship is theheart of successful dentistry.The natnre of dentistpatient interaction is most likely the major determinantof satis faction by patients.

Objective: To determine the criteria considered bypatients while selecting dentists.To assess theperception of patients towards dentists.To explore thepatients current views of dentist, dentist behavior anddental practice.

Methodology: A questionnaire survey was conducted in khammam. 150 dental patients of different dentalclinics in khammam were randomly surveyed. Eachone of the patients was given a questionnaire from tocomplete it and they were collected back and data isanalysed by the Statistical package of social sciences.

Results: 78.67% are satisfied with their dentists,91.33% are confident about the quality of thetreatment provided by their dentists. 85.33% rated theenvironment of the clinic as good; 91.33% areconfident about the quality of treatment provided at theclinic;50.67% reported that clinics are using latestequipments of dentistry.98.97% reported that theirdentist explains about the treatment procedure beforehe/she performs.61.33% reported that very expensivetreatment costs bothers them most.

Conclusion: patients are overwhelmingly satisfiedwith their dentist. They value their caring attributes,friendliness,competence and professionalism.

Introduction

Dent is ts are known to be profess ionals.Professionalism involves many professionalresponsibilities, such as commitment to professionalcompetence, honesty with patients, patientconfidentiality, maintaining appropriate relations withpatients etc, which influence public’s trust in itsphysicians and dentists.(5)

Heart of successful dentistry is in ”Dentist- Patient

Relationship”, which is the major determinant ofsatisfaction among patients and also an importantfactor in dental anxiety.(1)

Now-a-days patients are more informed ,sophisticated,have more awareness about dental aspects, demandgood quality services, their expectations are high andsatisfying them is very difficult.(1)

It has been found that when expectation of patientsare met, satisfaction increases which in turn affectstheir behavior , improves oral health habits andinfluences better use of dental services.(1)

Patients mostly demand good quality services whichincreases trust among patients, which strengthens thedentist-patient relationship.(1)

The key to achieving and ensuring good qualityservices is to meet or exceed patient’s expectationsabout the service. Dental service quality consists of 1)ensuring oral health , 2)ful f i l l ing pat ientsdesires,3)satisfying their needs,4)providing optimalsolutions regarding function ,aesthetics andmaintainence in a most acceptable procedure thatwould cause the least possible harm or inconvenienceto the patients.(4)

Four quality dimensions consist of expectationsregarding assurance, reliability, responsiveness, andempathy. (4)

This good quality service builds trust among patientsin dentist. Trust in dentist comes from a variety ofpersonality, work, and scientific activity attributes.However, many studies emphasize the importance ofconfidentiality and communication skills, which werereported to be one of the most important qualitiesamong dentist’s personality attributes.(5)

Dentist’s ability to communicate clearly and effectivelyis one of the underlying factors assuring a successfuldentist-patient relationship and key to all outcome ofthe dental practice.(5)

Although dentists are still highly regarded and widelytrusted by the majority of the population, manyprofessional responsibilities makes being a reliable



dentist challenging. Professionals are to be expectedto be not only communicative , emphatic, respectingpatients confidentiality, maintaining appropriaterelations with patients etc, but also be committed tolifelong learning and be responsible for maintaining themedical knowledge ,clinical and team skills necessaryfor provision of quality care.95)

Understanding dentist’s expectations and perceptionshelps to identify those core qualities that lead topatient’s compliance and treatment success.(5)

The main objective of this survey is to know thepatients perceptions towards dentist , dentist behaviorand dental practice; their criteria about selectingdentists.

AIMS AND OBJECTIVES

1. To determine the criteria considered by patientswhile selecting dentists.2. To assess the perception of patients towardsdentists.3. To explore the patients current views of dentist,dentist behavior and dental practice.

Methods

Sample size: 150 dental patients of different dentalclinics in khammam were randomly surveyed.

Ethical clearance:

1. The questionnaire was filled by the dental patientsthemselves and the data collection was supervised bythe investigator.2. Consent was obtained from the patient during thesurvey.

Prior permission: The permission was taken fromMamata Educational Institution , Khammam beforeconducting the survey.

Study instrument:

Questionnaire survey

1. A questionnaire was prepared according to the aimsand objectives of the study.2. Each one of the patients was given a questionnairefrom to complete it and they were collected back.3. The survey on patients perception towards dentistand dental practice consisted of 16 items which

focused on past and present dental history ,qualities oftheir dentist, their satisfaction regarding dentist anddental practice; rating the environment, dental staff,clinic reception along with few personal details ofpatients like age , sex, address etc,.

Results

Table: 1 (See Illustration 1)

From the results of the above table, it can be seen that,out of a total of 150 samples, 106 are belongs to <29years of age group and 44 are belongs to 30+years ofage group. Out of 106, 34.91% are males and 65.09%are females. Further, out of 44, 81.82% are males in<29 years of age group and 18.18% are females in30+years of age group


From the results of the above table, it can be seen that,

1. Out of 150 samples, 99.33% are felt that dental careis necessary and 0.67% are felt the dental care is notnecessary.2. Out of 150 samples, 98.67% are ever visiteddentists before as and 1.33% are not visited dentistsbefore.3. Out of 150 samples,15% visit dentist every 6months;34% visit dentist every 1 year;48% visit dentistonly when problem comes;8% visit dentist many times.4. Out of 150 samples,8% are very satisfied with thecurrent dental treatment;78.67% are satisfied with thecurrent dental treatment;8.67% are neutral with thecurrent dental treatment;4% are dissatisfied with thecurrent dental treatment;2% are very dissatisfied withthe current dental treatment.5. Out of 150 samples, 43.33% wait for few minutes atthe clinic for the appointment ;27.33% wait for 30-40minutes at clinic for the appointment;11.33% for 15-20minutes at clinic for the appointment;8.67% getappointment immediately at clinic; 5.33% for almost anhour;45 for more than an hour. 6. Out of 150 samples, 61.33% of the patients at theclinic bothers about the expensive treatment costs;19.33% of the patients at the clinic bothers about theoutdated equipments; 8.67% of the patients at theclinic bothers about the incompetent staff; 8.67% ofthe patients at the clinic bothers that doctors are notthere; 2% of the patients at the clinic bothers that thereis no surgery room.7. Out of 150 samples, 58.67% of the patientsdescribe their dentist by a term –professional; 21.33%



of the patients describe their dentist by a term-friendly;16,67% of the patients describe their dentistby a term- caring;1.33% of the patients describe theirdentist by a term- uncaring;1.33% as don’tknow;0.67% as rude.8. Out of 150 samples,32% of the patients describetheir dental surgery assistant by a term-professional;28%as caring;24.67% as friendly;11.33%don’t know;2% as uncaring;1.33% as rude;0.67% asunsensitive.9. Out of 150 samples, 61.33% of the patients felt thatthe dental care costs are costly;20.67% felt that theycan afford;10.67% felt that it is too expensive;6% don’tknow;1.33% felt that they cant afford.10. Out of 150 samples, 91.33% are confident aboutthe quality of treatment provided at that clinic;8.67%are not confident.11. Out of 150 samples, 85.33% of the patients ratethe environment of the dental clinic as good;7.33% ofthe patients as excellent;6% of the patients asaverage;1.33% of the patients feel that there is noenvironment at all;12. Out of 150 samples,66% of the patients rate theassistance at clinic reception as helpful but they haveto ask for the help;30% as prompt and helpful;2.67%as slow and uncaring; 1.33% as rude.13. Out of 150 samples, 55.33% of the patients ratethe assistance of dental staff as prompt and helpful;41.33% as helpful but they have to ask for the help;3.33% as slow and uncaring; none of patients rated asrude.14. Out of 150 samples,50.67% of the patients saidthat c l in ic is us ing la test equipments ofdentistry;49.33% of the patients said that clinic is notusing latest equipments of dentistry;15. Out of 150 samples, 98.67% of the patients saidthat their dentists explains them about the treatmentprocedure before he/she performs;1.33% said thatthey don’t explain.16. Out of 150 samples, 97.33% of the patientsrecommend this clinic to others;2.67% of the patientsdon’t recommend.


From the results of the above table, it can be seen that,

1. Out of a total of 150 samples, in which 73 are malesand 77 are females.All males felt that the dental careis necessary. Among females, 98.70% of females feltthat the dental care is necessary. The chi-square testof significance clearly indicates that, there is nosignificant association or difference between genderand dental care necessity (chi-square=0.9544, p>0.05)

at 5% level of significance.2. Out of a total of 150 samples, in which 73 are malesand 77 are females.All males ever visited dentistbefore.Among females, 97.40% of females ever visiteddentist before. The chi-square test of significanceclearly indicates that, there is no significantassociation or difference between gender and opinionabout ever visited dentist before (chi-square=1.9217,p>0.05) at 5% level of significance.3. Out of a total of 150 samples , in which 73 aremales and 77 are females .among males,45.21% visitdentist every 1 year;41.10% visit dentist only whenproblem comes;9.59% visit dentist every 6months;4.11% visit dentist many times.Amongfemales,54.55% visit dentist only when problemcomes;23.38% visit dentist every 1 year;11.69% visitdentist many times;10.39% visit dentist every 6months. A significant difference is observed betweengender and factor like frequency of dental visits(chi-square=9.3784, p<0.05) at 5% level ofsignificance.4. Out of a total of 150 samples, 73 are males and 77are females; Among males,76.71% of patients aresatisfied with current dental treament; 13.70% arevery satisfied with current dental treatment; 5.48% areneutral with current dental treatment; 1.37% aredissatisfied with current dental treatment; 2.74% arevery dissatisfied with current dental treatment. Amongfemales, 80.52% of patients are satisfied with thecurrent dental treatment;11.69% are neutral withcurrent dental treatment; 2.60% are very satisfiedwith current dental treatment; 3.90% are dissatisfiedwith current dental treatment;1.30% are verydissatisfied with current dental treatment.Thechi-square test of significance clearly indicates that,there is significant association or difference betweengender and opinion about satisfaction with dentaltreatment (chi-square=9.3804, p<0.05) at 5% level ofsignificance.5. Out of a total of 150 samples, 73 are males and 77are females; Among males, 42.67% of patients wait forfew minutes at the clinic for the appointment; 35.62%of patients wait for 30 to 40 minutes at the clinic for theappointment; 8.22% of patients wait for 15 to 20minutes at the clinic for the appointment; 6.85% ofpatients get appointment immediately; 4.11% ofpatients wait more then an hour at the clinic for theappointment; 2.74% of patients wait almost an hour atthe clinic for the appointment. Among females,44.16% of patients wait for few minutes at the clinicfor the appointment; 19.48% of patients wait for 30 to40 minutes at the clinic for the appointment; 14.29% ofpatients wait for 15 to 20 minutes at the clinic for theappointment; 10.39% of patients get appointment



immediately; 7.79% of patients wait almost an hour atthe clinic for the appointment; 3.90% of patients waitmore than an hour at the clinic for the appointment.The chi-square test of significance clearly indicatesthat, there is no significant association or differencebetween gender and opinion about waiting at the clinic(chi-square=7.1510, p>0.05) at 5% level ofsignificance.6. Out of a total of 150 samples, 73 are males and 77are females; Among males, 73.97% of patients thinksthat expensive cost bothers them most at the clinic;13.70% of patients thinks that outdated equipmentsbothers them more at the clinic; 6.85% of patientsbothers about doctor’s absence at the clinic; 4.11%of patients ,incompetent staff bothers them most atthe clinic; 1.37% bothers that there is no surgery roomat the clinic. Among females, 49.35% of patients thinksthat expensive cost bothers them most at the clinic;24.68% of patients thinks that outdated equipmentsbothers them more at the clinic ; 12.99% of patients,incompetent staff bothers them most at the clinic;10.39% of patients bother about the doctor’s absence at the clinic; 2.60% bothers that there is no surgeryroom at the clinic. The chi-square test of significanceclearly indicates that, there is significant association ordifference between gender and opinion about factorwhich bothers (chi-square=10.2712, p<0.05) at 5%level of significance.7. Out of a total of 150 samples , 73 are males and 77are females; Among males, 58.90% of patients usesthe term “professional” to describe the dentist most atthe clinic; 20.55% of patients uses the term “friendly”to describe the dentist ;17.81% of patients uses theterm “caring” to describe the dentist ; 1.37% ofpatients don’t know about the dentist ; 1.37% ofpatients uses the term “Uncaring” to describe thedentist. Among females, 58.44% of patients uses theterm “professional” to describe the dentist most at theclinic; 22.08% of patients uses the term “friendly” todescribe the dentist ; 15.58% of patients uses the term“caring” to describe the dentist ;1.30% of patients usesthe term “uncaring” to describe the dentist ;1.30% ofpatients uses the term “rude” to describe the dentist;1.30% of patients don’t know about the dentist. Thechi-square test of significance clearly indicates that,there is no significant association or differencebetween gender and opinion about term used todescribe dentist (chi-square=1.4902, p>0.05) at 5%level of significance.8. Out of a total of 150 samples , 73 are males and 77are females.Among males, 34.25% of patients usesthe term “professional” to describe the dental surgeryassistant; 28.77% of patients uses the term “caring” todescribe the dental surgery assistant; 28.77% of

patients uses the term “friendly ” to describe the dentalsurgery assistant; 6.85% of patients don’t know about the dental surgery assistant; 1.37% of patients usesthe term “rude” to describe the dental surgeryassistant. Among females, 29.87% of patients usesthe term “professional” to describe the dental surgeryassistant; 27.27% of patients uses the term “caring” todescribe the dental surgery assistant; 20.78% ofpatients uses the term “friendly ” to describe the dentalsurgery assistant; 15.58% patients don’t know about the dental surgery assistant ; 3.90% of patients usesthe term “uncaring” to describe the dental surgeryassistant; 1.30% of patients uses the term “unsensitive ” to describe the dental surgery assistant;1.30% of patients uses the term “ rude ” to describethe dental surgery assistant. The chi-square test ofsignificance clearly indicates that, there is nosignificant association or difference between genderand opinion about term used to describe dentalsurgery assistant (chi-square=7.5401, p>0.05) at 5%level of significance.9. Out of total of 150 samples, 73 are males and 77are females. Among males, 71.23% of patients feelthat the dental care is costly; 12.33% of patients feelthat they can afford the dental care costs; 10.96% ofpatients feel that the dental care is too expensive;5.48% of patients don’t know about the dental carecosts; 1.89% of patients feel that they can’t afford thedental care costs.Among females, 51.95% of patientsfeel that the dental care is costly; 28.57% of patientsfeel that they can afford the dental care costs; 10.39%of patients feel that the dental care is too expensive; 6.49% of patients don’t know about the dental carecosts; 2.60% of patients feel that they can’t afford thedental care costs. The chi-square test of significanceclearly indicates that, there is significant associationor difference between gender and opinion about thedental care costs (chi-square=9.9708, p<0.05) at 5%level of significance.10. Out of total of 150 samples, 73 are males and 77are females. 95.89% of patients reported that they areconfident about the quality of the treatment provided atclinic;4.11% of patients reported that they are notconfident about the quality of the treatment provided atclinic; Among females, 87.01% of patients reportedthat they are confident about the quality of thetreatment provided at clinic; 12.99% of patientsreported that they are not confident about the qualityof the treatment provided at clinic. The chi-square testof significance clearly indicates that, there is significant association or difference between genderand opinion about quality of treatment provided(chi-square=3.9355, p<0.05) at 5% level ofsignificance.



11. Out of total of 150 samples, 73 are males and 77are females. Among males, 89.04% of patients ratedthat the environment of the dental clinic as good; 9.59% of patients rated that the environment of of thedental clinic as excellent; 1.37% of patients rated thatthe environment of of the dental clinic as average;Among females, 81.82% of patients rated that theenvironment of of the dental clinic as good; 10.39% ofpatients rated that the environment of of the dentalclinic as average; 5.19% of patients rated that theenvironment of of the dental clinic as excellent; 2.60%of patients reported that there is no environment at all.The chi-square test of significance clearly indicatesthat, there is significant association or differencebetween gender and opinion about environment of theclinic (chi-square=8.1930, p<0.05) at 5% level ofsignificance12. Out of total of 150 samples, 73 are males and 77are females. Among males, 73.97% of the patientsreported that the assistance at the clinic reception ishelpful but they have to ask for the help; 24.66% of thepatients reported that the assistance at the clinicreception is prompt and helpful; 1.37% of the patientsreported that the assistance at the clinic reception isslow and uncaring; Among females, 58.44% of thepatients reported that the assistance at the clinicreception is helpful but they have to ask for thehelp;35.06% of the patients reported that theassistance at the clinic reception is prompt and helpful;3.90% of the patients reported that the assistance atthe clinic reception is slow and uncaring; 2.60% of thepatients reported that the assistance at the clinicreception is rude. The chi-square test of significanceclearly indicates that, there is no significantassociation or difference between gender and opiniona b o u t a s s i s t a n c e a t c l i n i c r e c e p t i o n(chi-square=5.5154, p>0.05) at 5% level ofsignificance.13. Out of total of 150 samples, 73 are males and 77are females. Among males, 73.97% of the patientsreported that the assistance of dental staff is helpfulbut they have to ask for the help; 24.66% of thepatients reported that the assistance of dental staff isprompt and helpful; 1.37% of the patients reportedthat the assistance of dental staff is slow anduncaring . Among females, 58.44% of the patientsreported that the assistance of dental staff is helpfulbut they have to ask for the help; 35.06% of thepatients reported that the assistance of dental staff isprompt and helpful; 3.90% of the patients reportedthat the assistance of dental staff is slow anduncaring; 2.60% of the patients reported that theassistance of dental staff is rude. The chi-square testof significance clearly indicates that, there is no

significant association or difference between genderand opinion about assistance of dental staff (chi-square=1.6511, p>0.05) at 5% level ofsignificance14. Out of total of 150 samples, 73 are males and 77are females. Among males, 60.27% reported that theclinic is not using latest equipments;39.73% reportedthat the clinic is using latest equipments.Amongfemales, 61.04% reported that the clinic is using latestequipments; 38.96% reported that the clinic is notusing latest equipments. The chi-square test ofsignificance clearly indicates that, there is no significant association or difference between genderand opinion about factors like usage of latestequipments (chi-square=6.8100, p<0.05) at 5% levelof significance15. Out of total of 150 samples, 73 are males and 77are females. Among males, 98.63% reported thatdentist explains them about the treatment procedurebefore he/she performs;1.37% reported that dentistdoes not explain. Among females,98.70% reportedthat dentist explains them about the treatmentprocedure before he/she performs;1.30% reportedthat dentist does not explain. The chi-square test ofsignificance clearly indicates that, there is no significant association or difference between genderand opinion about explanation of treatmentprocedures (chi-square=0.0014, p>0.05) at 5% levelof significance.16. Out of total of 150 samples, 73 are males and 77are females. Among males, 98.63% reported that theyrecommend clinic to others; 1.37% reported that theydon’t. Among females 96.10% reported that they recommand clinic to others; 3.90% reported that theydon’t. The chi-square test of significance clearlyindicates that, there is no significant association ordifference between gender and opinion aboutexp lana t ion o f t rea tmen t p rocedures (chi-square=0.9214, p>0.05) at 5% level ofsignificance.


From the results of the above table it is seen that:

1. Out of total of 150 samples,patients of <29 yearsare 106 and 30+ years are 44.Among 106 , 99.06%felt that the dental care is necessary and among 44,all of them felt that the dental care is necessary.The chi-square test of significance clearly indicatesthat, there is no significant association or differencebetween age and denta l care necess i ty(chi-square=0.4179, p>0.05) at 5% level ofsignificance.



2. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44.Among 106, 98.11%patients ever visited dentist before and 1.89% ofpatients not visited dentist before. Among 44, all ofthem visited dentist before. The chi-square test ofsignificance clearly indicates that, there is nosignificant association or difference between age andopinion about ever v is i ted dent ist before(chi-square=0.8414, p>0.05) at 5% level ofsignificance.3. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44. Among 106, 51.89% ofpatients visit there dentist only even problem comes;29.25% visit there dentist every 1 year; 10.38% visitthere dentist every 6 months; 8.49% visit there dentistmany times. Among 44, 45.45% of patients visit theredentist every 1 year; 38.64% of patient visit theredentist only when problem comes; 9.09% visit theredentist every 6 months; 6.82% visit there dentist manytimes. A significant difference no is observed betweenand factor l ike frequency of dental v is i ts(chi-square=3.7003, p>0.05) at 5% level ofsignificance.4. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44. Among 106, 79.25% ofpatients are satisfied with there current dentaltreament;9.43% are neutral with current dentaltreatment;7.55% are very satisfied with current dentaltreatment; 3.77% are dissatisfied with current dentaltreatment . Among 44, 77.27% of patients are satisfiedwith there current dental treatment;6.82% are neutralwith current dental treatment; 9.09% are very satisfiedwith current dental treatment; 6.82% are dissatisfiedwith current dental treatment . The chi-square test ofsignificance clearly indicates that, there is significantassociation or difference between and opinion abouts a t i s f a c t i o n w i t h d e n t a l t r e a t m e n t (chi-square=10.4993, p<0.05) at 5% level ofsignificance.5. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44. Among 106, 42.45% ofpatients wait for few minutes at the clinic for theappointment; 23.58% of patients wait for 30 to 40minutes at the clinic for the appointment; 12.26% ofpatients wait for 15 to 20 minutes at the clinic for theappointment; 10.38% of patients get appointmentimmediately; 6.60% of patients wait almost an hour atthe clinic for the appointment; 4.72% of patients waitmore then an hour at the clinic for the appointment.Among 44, 45.45% of patients wait for few minutes atthe clinic for the appointment; 36.36% of patients waitfor 30 to 40 minutes at the clinic for the appointment;9.09% of patients wait for 15 to 20 minutes at the clinicfor the appointment; 4.55% of patients get

appointment immediately; 2.27% of patients waitalmost an hour at the clinic for the appointment; 2.27%of patients wait more then an hour at the clinic for theappointment. The chi-square test of significanceclearly indicates that, there is no significantassociation or difference between and opinion aboutwait ing at the cl in ic for the appointment (chi-square=4.9767, p>0.05) at 5% level ofsignificance.6. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44. Among 106, 52.83% ofpatients thinks that expensive cost bothers them mostat the clinic; 23.58% of patients thinks that outdatedequipments bothers them more at the clinic; 11.32%of patients bothers about doctor’s absence at theclinic; 10.38% of patients ,incompetent staff bothersthem most at the clinic; 1.89% bothers that there is nosurgery room at the clinic. Among 44, 81.82% ofpatients thinks that expensive cost bothers them mostat the clinic; 9.09% of patients thinks that outdatedequipments bothers them more at the clinic ; 2.27% ofpatients bother about the doctor’s absence at theclinic; 4.55% of patients ,incompetent staff bothersthem most at the clinic; 2.27% bothers that there is nosurgery room at the clinic. The chi-square test ofsignificance clearly indicates that, there is significantassociation or difference between age and opinionabout fac to r tha t bo thers a t the c l in ic (chi-square=11.8191, p<0.05) at 5% level ofsignificance.7. Out of a total of 150 samples, patients of <29 yearsare 106 and 30+ years are 44. Among 106, 55.66% ofpatients uses the term “professional” to describe thedentist most at the clinic; 23.58% of patients uses theterm “friendly” to describe the dentist ;16.98% ofpatients uses the term “caring” to describe the dentist ; 1.89% of patients don’t know about the dentist;0.94% of patients uses the term “Uncaring” todescribe the dentist ; 0.94% of patients uses theterm “rude” to describe the dentist .Among 44, 65.91%of patients uses the term “professional” to describe thedentist most at the clinic; 15.91% of patients uses theterm “friendly” to describe the dentist ;15.91% ofpatients uses the term “caring” to describe the dentist;2.27% of patients uses the term “uncaring” todescribe the dentist . The chi-square test ofsignificance clearly indicates that, there is nosignificant association or difference between andopinion about term used to describe dentist (chi-square=3.0942, p>0.05) at 5% level ofsignificance.8. Out of a total of 150 samples , patients of <29years are 106 and 30+ years are 44. Among 106,27.36% of patients uses the term “caring” to describe



the dental surgery assistant; 25.47% of patients usesthe term “friendly ” to describe the dental surgeryassistant; 25.47% of patients uses the term“professional” to describe the dental surgeryassistant; 16.09% of patients don’t know about the dental surgery assistant ; 2.83% of patients uses theterm “uncaring” to describe the dental surgeryassistant; 1.89% of patients uses the term “rude” todescribe the dental surgery assistant; 0.94% ofpatients uses the term “ unsensitive ” to describe thedental surgery assistant. Among 44, 47.73% ofpatients uses the term “professional” to describe thedental surgery assistant; 29.55% of patients uses theterm “caring” to describe the dental surgery assistant; 22.73% of patients uses the term “friendly ” to describethe dental surgery assistant. The chi-square test ofsignificance clearly indicates that, there is significantassociation or difference between and opinion aboutterm used to describe dental surgery assistant (chi-square=14.5080, p<0.05) at 5% level ofsignificance.9. Out of total of 150 samples,patients with <29 yearsare 106 and 30+ years are 44. Among 106, 56.60% ofpatients feel that they can afford the dental care costs;24.53% of patients feel that the dental care iscostly;10.38% of patients feel that the dental care istoo expensive; 6.06% of patients don’t know about thedental care costs; 1.89% of patients feel that theycan’t afford the dental care costs.Among 44, 72.73%of patients feel that the dental care is costly;11.36% ofpatients feel that the dental care is too expensive;11.36% of patients feel that they can afford the dentalcare costs; 4.55% of patients don’t know about thedental care costs;none of them feel that they cantafford. The chi-square test of significance clearlyindicates that, there is no significant association ordifference between age and opinion about dental carecosts (chi-square=5.0035, p>0.05) at 5% level ofsignificance.10. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44.Among 106,89.62% of patients reported that they are confidentabout the quality of the treatment provided atclinic;10.38% of patients reported that they are notconfident about the quality of the treatment provided atclinic;Among 44, 95.45% of patients reported thatthey are confident about the quality of the treatmentprovided at clinic;4.55% of patients reported that theyare not confident about the quality of the treatmentprovided at clinic. The chi-square test of significanceclearly indicates that, there is no significantassociation or difference between age and opinionabout qual i ty of the t reatment provided (chi-square=1.3360, p>0.05) at 5% level of

significance.11. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44.Among106,82.08% of patients rated that the environment ofof the dental clinic as good;8.49% of patients ratedthat the environment of of the dental clinic asaverage;7.55% of patients rated that the environmentof of the dental clinic as excellent; 1.89% of patientsreported that there is no environment at all; Among 44,93.18% of patients rated that the environment of of thedental clinic as good; 6.82% of patients rated that theenvironment of of the dental clinic as excellent. Thechi-square test of significance clearly indicates that,there is significant association or difference betweenage and opinion about environment of dental clinic(chi-square=8.1030, p<0.05) at 5% level ofsignificance.12. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44. Among106,63.21% of the patients reported that theassistance at the clinic reception is helpful but theyhave to ask for the help;32.08% of the patientsreported that the assistance at the clinic reception isprompt and helpful;2.83% of the patients reported thatthe assistance at the clinic reception is slow anduncaring; 1.89% of the patients reported that theassistance at the clinic reception is rude. Among 44,72.73% of the patients reported that the assistance atthe clinic reception is helpful but they have to ask forthe help;25% % of the patients reported that theassistance at the clinic reception is prompt and helpful;2.27% of the patients reported that the assistance atthe clinic reception is slow and uncaring. Thechi-square test of significance clearly indicates that,there is no significant association or differencebetween age and opinion about assistance at clinicreception (chi-square=1.8122, p>0.05) at 5% level ofsignificance.13. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44.Among106,37.74% of the patients reported that theassistance of dental staff is helpful but they have toask for the help;4.72% of the patients reported that theassistance of dental staff is slow and uncaring .Among 44 , 50% of the patients reported that theassistance of dental staff is helpful but they have toask for the help; 50% of the patients reported that theassistance of dental staff is prompt and helpful. Thechi-square test of significance clearly indicates that,there is no significant association or differencebetween age and opinion about assistance of dentalstaff (chi-square=3.5270, p>0.05) at 5% level ofsignificance.14. Out of total of 150 samples,patients with <29



years are 106 and 30+ years are 44.Among106,53.77% reported that the clinic is using latestequipments;46.23% reported that the clinic is not using latest equipments.Among 44,56.82% reportedthat the clinic is not using latest equipments;43.18%reported that the clinic is using latest equipments. Thechi-square test of significance clearly indicates that,there is no significant association or differencebetween age and opinion about usage of latestequipments (chi-square=1.3955, p>0.05) at 5% levelof significance.15. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44. Among106,98.11% reported that dentist explains them aboutthe t rea tment p rocedure be fore he /sheperforms;1.89% reported that dentist does not explain.All of them among 44 reported that dentist explainsthem about the treatment procedure before he/sheperforms. The chi-square test of significance clearlyindicates that, there is no significant association ordifference between age and opinion about explanationof treatment procedures (chi-square=0.8414, p>0.05)at 5% level of significance.16. Out of total of 150 samples,patients with <29years are 106 and 30+ years are 44. Among106,96.23% reported that they recommend clinic toothers;3.77% reported that they don’t.All of themamong 44 recommand clinic to others. The chi-squaretest of significance clearly indicates that, there is nosignificant association or difference between age andopinion about explanation of treatment procedures (chi-square=1.7059, p>0.05) at 5% level ofsignificance.

Conclusion

Earlier days dentist washighlt regarded and respectedfor there profession and at the same time highlyavoided because of the scary environment of dentalclinic. It was the pain which brought the patient todentist who with just extractions and fillings couldcompletely satisfy them, and the dentist only wasclinical excellence. Over the time dentistry as evolvedinto a challenging field (1).Dentist is confronted withmany factors like

1. Professional competition2. Knowledgable patients3. Declining loyally among patients

These days patients are more informed,sophisticated,have more awareness about dental aspects, demandgood quality services, their expectations are high and

satisfying them is very difficult.(1)

It has been found that when expectation of patientsare met, satisfaction increases which in turn affectstheir behavior , improves oral health habits andinfluences better use of dental services.(1)

Since awareness is increased among patients, it isresponsibility of the dentists to provide good qualityservices, which increases trust among patients, whichstrengthens the dentist-patient relationship.

Patients are overwhelmingly satisfied with theirdoctors, they value their caring attributes, friendlinessand competence.(1)

Immediate attention is required for

1. Caring patients time, providing treatment as perschedule2. Providing education to patients in simple wordsregarding causes and prevention of diseases.3. Substantiating treatment charges.

Patient’s priority to dental treatment “ when in pain”requires introspection.(1)

Thus, in today’s world, clinical excellence and effectivepractice, management complement one another andthis can bre accomplished by gainig completesatisfaction and trust of every patient which can beachieved through efficiency, competence, painlesstreatment, friendliness,pleasant clinical set up andbeing sensitive to patient feelings and needs.Theseinturn effect their behavior,makes them more relaxed,anxiety free,improves oral health habits and improvesutilization of dental services and ultimately leads tohealthy and qualitative doctoc-patient relation whichfuther adds to the image of dental profession makingoral health care possible.(1)

References

1.Dr.R.Rekha; Dentist-patient relationship, patientperceptions towards dentist and dental practice inBangalore city-a survey report2.Burke L and Croucher R;criteria og good dentalpractice generated by general dental practitioners andpatients,Int Dent J.1996;46:3-93. Holt V.P and Mc Hugh K;Factors influencing patientloyalty to dentist and dental practice,Br DentJ.1997;183(10):365-94. Anastosios Karydis, Mando Komboli-Kodavazenti;



Expectations and perceptions of greek patientsregarding the quality of dental health care,InternationalJ. for quality in health care 2001;vol 13,409-4165. Alina Puriene,Irena Balciuniene, PovilasDrobnys;who is thought to be a “re l iabledentist”-Lithuanian dentists’ opinion.



Age Male % Female % Total

<29years 37 34.91 69 65.09 106

30+years 36 81.82 8 18.18 44

Total 73 48.67 77 51.33 150

Illustrations

Illustration 1

Table 1: Distribution of samples by gender



Items No of respondents % of respondents

Do you think the dental care necessary

Yes 149 99.33

No 1 0.67

Have you ever visited dentist before

Yes 148 98.67

No 2 1.33

How many times did you visit your dentist till now

Every 6 months 15 10.00

Every 1 year 51 34.00

Only when problem comes 72 48.00

Many times 12 8.00

How satisfied are you with your current dental treatment

Very satisfied 12 8.00

Satisfied 118 78.67

Neutral 13 8.67

Dissatisfied 4 2.67

Illustration 2

Table 2: Item wise responses



Very dissatisfied 3 2.00

How long do you have to wait at the clinic for the appointment

I get appointment immediately 13 8.67

A few minutes 65 43.33

15-20 minutes 17 11.33

30-45 minutes 41 27.33

Almost an hour 8 5.33

More than an hour 6 4.00

Which of the following bothers you most at the clinic

Incompetent staff 13 8.67

Doctors are not there 13 8.67

No surgery room 3 2.00

Equipment outdated 29 19.33

Very expensive 92 61.33

Which of the following term best describes your dentist

Friendly 32 21.33

Caring 25 16.67

Professional 88 58.67

Uncaring 2 1.33

Unsensitive 0 0.00



Rude 1 0.67

Don’t know 2 1.33

Which of the following term best describes your dental surgery assistant

Friendly 37 24.67

Caring 42 28.00

Professional 48 32.00

Uncaring 3 2.00

Unsensitive 1 0.67

Rude 2 1.33

Don’t know 17 11.33

How do you feel about the dental care costs

It is too expensive 16 10.67

It is costly 92 61.33

I can afford this 31 20.67

I cant afford this 2 1.33

Don’t know 9 6.00

Are you confident about the quality of the treatment provided at that clinic

Yes 137 91.33

No 13 8.67



How do you rate the environment of dental clinic

Excellent 11 7.33

Good 128 85.33

Average 9 6.00

Poor 0 0.00

No environment at all 2 1.33

How do you rate the assistance at clinic reception

Prompt and helpful 45 30.00

Helpful but I had to ask 99 66.00

Slow, uncaring 4 2.67

Rude 2 1.33

How do you rate the assistance dental staff

Prompt and helpful 83 55.33

Helpful but I had to ask 62 41.33

Slow, uncaring 5 3.33

Rude 0 0.00

Is the clinic using latest equipments of dentistry

Yes 76 50.67

No 74 49.33



Does your dentist explain you about the treatment procedure before he/sheperforms

Yes 148 98.67

No 2 1.33

Would you recommend this clinic to others

Yes 146 97.33

No 4 2.67

Total 150 100.00



Items Male % Female % Total % Chi-square %


Yes 73 100.00 76 98.70 149 99.33 0.9544 0.3286

No 0 0.00 1 1.30 1 0.67


Yes 73 100.00 75 97.40 148 98.67 1.9217 0.1657

No 0 0.00 2 2.60 2 1.33


Every 6months

7 9.59 8 10.39 15 10.00 9.3784 0.0247*

Every 1 year 33 45.21 18 23.38 51 34.00

Only when problemcomes 30 41.10 42 54.55 72 48.00

Many times 3 4.11 9 11.69 12 8.00


Very satisfied 10 13.70 2 2.60 12 8.00 9.3804 0.0500*

Satisfied 56 76.71 62 80.52 118 78.67

Neutral 4 5.48 9 11.69 13 8.67

Dissatisfied 1 1.37 3 3.90 4 2.67

Illustration 3

Table 3: Male and female samples comparisons



Very dissatisfied 2 2.74 1 1.30 3 2.00


I get appointmentimmediately

5 6.85 8 10.39 13 8.67 7.1510 0.2097

A few minutes 31 42.47 34 44.16 65 43.33

15-20 minutes 6 8.22 11 14.29 17 11.33

30-45minutes

26 35.62 15 19.48 41 27.33

Almost an hour 2 2.74 6 7.79 8 5.33

More than an hour 3 4.11 3 3.90 6 4.00

which of the following bothers you most at the clinic

Incompetent staff 3 4.11 10 12.99 13 8.67 10.2712 0.0361*

Doctors are not there 5 6.85 8 10.39 13 8.67

No surgery room 1 1.37 2 2.60 3 2.00

Equipment outdated 10 13.70 19 24.68 29 19.33

Very expensive 54 73.97 38 49.35 92 61.33


Friendly 15 20.55 17 22.08 32 21.33 1.4902 0.9142

Caring 13 17.81 12 15.58 25 16.67

Professional 43 58.90 45 58.44 88 58.67

Uncaring 1 1.37 1 1.30 2 1.33

Unsensitive 0 0.00 0.00 0 0.00

Rude 0 0.00 1 1.30 1 0.67



Don’t know 1 1.37 1 1.30 2 1.33


Friendly 21 28.77 16 20.78 37 24.67 7.5401 0.2738

Caring 21 28.77 21 27.27 42 28.00

Professional 25 34.25 23 29.87 48 32.00

Uncaring 0 0.00 3 3.90 3 2.00

Unsensitive 0 0.00 1 1.30 1 0.67

Rude 1 1.37 1 1.30 2 1.33

Don’t know 5 6.85 12 15.58 17 11.33


It is too expensive 8 10.96 8 10.39 16 10.67 9.9708 0.0409*

It is costly 52 71.23 40 51.95 92 61.33

I can afford this 9 12.33 22 28.57 31 20.67

I cant afford this 0 0.00 2 2.60 2 1.33

Don’t know 4 5.48 5 6.49 9 6.00


Yes 70 95.89 67 87.01 137 91.33 3.9355 0.0473*

No 3 4.11 10 12.99 13 8.67


Excellent 7 9.59 4 5.19 11 7.33 8.1930 0.0422*



Good 65 89.04 63 81.82 128 85.33

Average 1 1.37 8 10.39 9 6.00

Poor 0 0.00 0.00 0 0.00

No environment at all 0 0.00 2 2.60 2 1.33


Prompt and helpful 18 24.66 27 35.06 45 30.00 5.5154 0.1377

Helpful but I had to ask 54 73.97 45 58.44 99 66.00

Slow,uncaring 1 1.37 3 3.90 4 2.67

Rude 0 0.00 2 2.60 2 1.33




Slow,uncaring 2 2.74 3 3.90 5 3.33

Rude 0 0.00 0 0.00 0 0.00


Yes 29 39.73 47 61.04 76 50.67 6.8100 0.0091*

No 44 60.27 30 38.96 74 49.33

Does your dentist explain you about the treatment procedure before he/she performs

Yes 72 98.63 76 98.70 148 98.67 0.0014 0.9697

No 1 1.37 1 1.30 2 1.33




Yes 72 98.63 74 96.10 146 97.33 0.9214 0.3371

No 1 1.37 3 3.90 4 2.67

Total 73 100.00 77 100.00 150 100.00

*p<0.05



Items <29 years % 30+ years % Total % Chi-square %


Yes 105 99.06 44 100.00 149 99.33 0.4179 0.5180

No 1 0.94 0 0.00 1 0.67


Yes 104 98.11 44 100.00 148 98.67 0.8414 0.3590

No 2 1.89 0 0.00 2 1.33


Every 6 months 11 10.38 4 9.09 15 10.00 3.7003 0.2957

Every 1 year 31 29.25 20 45.45 51 34.00

Only when problem comes 55 51.89 17 38.64 72 48.00

Many times 9 8.49 3 6.82 12 8.00


Very satisfied 8 7.55 4 9.09 12 8.00 10.4993 0.0328*

Satisfied 84 79.25 34 77.27 118 78.67

Neutral 10 9.43 3 6.82 13 8.67

Dissatisfied 4 3.77 0 0.00 4 2.67

Illustration 4

Table 4



Very dissatisfied 0 0.00 3 6.82 3 2.00


I get appointment immediately 11 10.38 2 4.55 13 8.67 4.9767 0.4188

A few minutes 45 42.45 20 45.45 65 43.33

15-20 minutes 13 12.26 4 9.09 17 11.33

30-45 minutes 25 23.58 16 36.36 41 27.33

Almost an hour 7 6.60 1 2.27 8 5.33

More than an hour 5 4.72 1 2.27 6 4.00

which of the following bothers you most at the clinic

Incompetent staff 11 10.38 2 4.55 13 8.67 11.8191 0.0188*

Doctors are not there 12 11.32 1 2.27 13 8.67

No surgery room 2 1.89 1 2.27 3 2.00

Equipment outdated 25 23.58 4 9.09 29 19.33

Very expensive 56 52.83 36 81.82 92 61.33


Friendly 25 23.58 7 15.91 32 21.33 3.0942 0.6855

Caring 18 16.98 7 15.91 25 16.67

Professional 59 55.66 29 65.91 88 58.67

Uncaring 1 0.94 1 2.27 2 1.33

Unsensitive 0 0.00 0 0.00 0 0.00



Rude 1 0.94 0 0.00 1 0.67

Don’t know 2 1.89 0 0.00 2 1.33


Friendly 27 25.47 10 22.73 37 24.67 14.5080 0.0245*

Caring 29 27.36 13 29.55 42 28.00

Professional 27 25.47 21 47.73 48 32.00

Uncaring 3 2.83 0 0.00 3 2.00

Unsensitive 1 0.94 0 0.00 1 0.67

Rude 2 1.89 0 0.00 2 1.33

Don’t know 17 16.04 0 0.00 17 11.33


It is too expensive 11 10.38 5 11.36 16 10.67 5.0035 0.2870

It is costly 60 56.60 32 72.73 92 61.33

I can afford this 26 24.53 5 11.36 31 20.67

I cant afford this 2 1.89 0 0.00 2 1.33

Don’t know 7 6.60 2 4.55 9 6.00


Yes 95 89.62 42 95.45 137 91.33 1.3360 0.2478

No 11 10.38 2 4.55 13 8.67


Excellent 8 7.55 3 6.82 11 7.33 8.1030 0.0440*

Good 87 82.08 41 93.18 128 85.33WebmedCentral > Research articles of 27


Average 9 8.49 0 0.00 9 6.00

Poor 0 0.00 0 0.00 0 0.00

No environment at all 2 1.89 0 0.00 2 1.33




Slow,uncaring 3 2.83 1 2.27 4 2.67

Rude 2 1.89 0 0.00 2 1.33




Slow,uncaring 5 4.72 0 0.00 5 3.33

Rude 0 0.00 0 0.00 0 0.00


Yes 57 53.77 19 43.18 76 50.67 1.3955 0.2375

No 49 46.23 25 56.82 74 49.33

Does your dentist explain you about the treatment procedure before he/she performs

Yes 104 98.11 44 100.00 148 98.67 0.8414 0.3590

No 2 1.89 0 0.00 2 1.33




Yes 102 96.23 44 100.00 146 97.33 1.7059 0.1915

No 4 3.77 0 0.00 4 2.67

Total 106 100.00 44 100.00 150 100.00

*p<0.05



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