Patient Satisfaction Survey Analysis

This assignment analyzes a survey conducted to assess patient satisfaction with various aspects of dental services. The data covers topics like infrastructure, cleanliness, dentist promptness, treatment adequacy, communication, staff behavior, waiting room facilities, patient education, appointment scheduling, and complaint procedures. Quantitative analysis reveals areas where patients are most satisfied and where improvements are needed.

Running head: DENTAL NURSING
Dental Nursing
Name of the student:
Name of the university:
Author’s Note:

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Table of Contents
1.1 Research question.................................................................................................................2
1.2 Research plan.......................................................................................................................2
10. Recommendations for service improvement........................................................................4
1.3 Relating the research question to the problem.....................................................................4
1.4 Undertake the research according to the plan......................................................................5
2.1 Evaluation of the usefulness and relevance of the data........................................................5
2.2 Analysis of the factors influencing the research decision....................................................5
2.3 Assessing the link between research findings and research questions.................................6
2.4 Analyzing the assumptions in research methodology..........................................................7
2.5 Analyzing the impact of alternative research methods on the outcomes.............................7
Primary Data Analysis: Patient Survey......................................................................................8
Reference List..........................................................................................................................16

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1.1 Research question
In this research the selected topic is “patient satisfaction within the dental practice”.
Patient satisfaction is key factor that can be affected by care service delivery and can affect
the key patient outcomes significantly. A number of factors internal and external to the
healthcare context can affect the satisfaction of patients, for instance waiting time for the
treatment, behaviour of the health care staffs, communication and transparency with the
patients, suitability of treatment, involvement of patient’s family as well as skills and
competencies of health care professionals. In dental care service also, these factors are
important (Noble 2012). In this context, to investigate the patient satisfaction in dental
practice, the following research questions have been developed, to get expected outcomes.
 What are the factors affecting patient satisfaction in dental practice?
 What are the patient’s experience regarding dental practice?
 What should be done for improving patient’s satisfaction in dental practice?
1.2 Research plan
The research plan was made according to the research question, in a manner that
would facilitate it towards the expected outcomes. The key objective of the study that has
been established is as follows:
 To investigate patient’s satisfaction on the dental service provided by the dental
practice
To meet the above mentioned objective, initially the background information has been
gathered. Based on the gathered information, the standard criteria of the dental practice have
been researched. Based on the standard criteria that are needed for satisfying patients, a

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standard patient questionnaire was developed, where 20 open ended questions were involved
for patients visiting the dental clinic. The dental service includes a range of practices, all of
which needed to be included in the questionnaire, to understand the patient’s opinion and
experience with the dental service being investigated. Keeping a range of questions in the
questionnaire would help to evaluate the outcomes effectively (Shannon 2012). For doing
this, several service areas including staff’s promptness, appointment time, cleanliness of the
compound, complaint procedure, communication process and other areas has been included
in the questionnaire. However, as much as possible straight forward questions would be
includes, ensuring that participants would not face any trouble or confusion to give a correct
answer to the questions and it would not be disturbing for them. From the background
research, it has been revealed that some important questions must be included in the study
questionnaire to collect in-depth view regarding the patient’s view and to meet the research
objectives efficiently. The key areas, upon which the questionnaire has been focused, while
developed are:
1. The quality of service provided
2. Patient education
3. Appointment access
4. Staff’s behaviour
5. Waiting time and waiting room facilities
6. Communication regarding treatment and other available options
7. Complaint service
8. Overall service infrastructure

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9. Overall experience and satisfaction
10. Recommendations for service improvement
The questionnaire would be distributed through the patients, who are willing to
complete the survey. No patients would be forced to take part in the study. Prior distributing
the questionnaire to them, the purpose of the study would be explained to them. Moreover,
the patients would be provided with written consent for their participation in the study. On
the day of survey, there would be 4 dentists working at the clinic. The patients, who have
visited each of the four dentists, would only be included in the survey to avoid biasness
regarding the patient experience.
The patients checking out at the reception would be approached with the
questionnaire. As it is more convenient to collect feedback from the patients undergoing
some treatment, only these patients would be approached to take part in the study survey.
1.3 Relating the research question to the problem
The research is focused upon the topic ‘patient satisfaction within the dental practice’.
In this context, the research questions has been developed aligning with the research topic.
For instance, the first question highlighted the factors associated with the research topic, i.e.
patient satisfaction in dental practice. It is important to identify the factors affecting the
satisfaction of the patient to investigate the issue. On the other hand, the second question
focused on the patient’s experience regarding the dental service, which is the key domain of
investigation, because what patient’s are experiencing, good or bad, determines their
satisfaction level (Beirne et al. 2015). The third question focused upon the areas of
improvement in the dental service to improve the patient’s satisfaction. It is also an important
domain, which s revealed from the patient’s view that which areas are lagging behind to give

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them the maximum satisfaction. Therefore, the research questions are significantly associated
with the research issue or problem.
1.4 Undertake the research according to the plan
To undertake the research according to the plan made previously, the research aim,
objectives and hypothesis would be made. The literature review would be conducted for
acquisition of in-depth knowledge regarding this research topic through information provided
in previous researches. Then the research methodology would be conducted with the research
methods suitable for conducting a primary research question. The data would be collected
through the primary data collection methods including a survey of patients, as described in
the previous section (Supino and Borer 2012). For conducting the survey, 30 patients visiting
at the outdoor dental clinic would be provided with the survey questionnaire.
2.1 Evaluation of the usefulness and relevance of the data
The research method included primary data collection method, which included raw
data collection regarding patient satisfaction from the patients arriving at the dental practice
clinic. The data collection method is primary quantitative data collection method, which
would be analyzed and evaluated through descriptive statistical analysis. The evaluation
would be done by analyzing the questions aligning with the research aims, objectives and
research question, which would help to determine whether the findings are answering the
research questions or not (Noble 2012). The questions in the survey questionnaire were
selected specifically, so that the evaluation of these data can be done through aligning with
the research questions.

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2.2 Analysis of the factors influencing the research decision
A number of factors may affect the decision making regarding the research work and
analysis of these factors are needed to eliminate any kinds of biasness in the research context.
While selecting the research methods, the knowledge gathered from the background research
has influenced the decision making regarding the selection of data collection, data analysis as
well as the research planning methods. In this context, a range of practices in the dental care
service have been selected, as a particular service area has not been focused. These several
areas that has been selected in the research, have been influenced by the background research,
whereas these different areas of dental care practice including appointment times, satisfaction
of treatment, staff behaviour, infrastructure, complaint process and others influenced the
research findings and analysis procedures (Noble 2012). The questions were straight and easy
enough to reduce patient’s difficulties in decision making process. In addition, other research
related factors like financial factors, research consent and permission, data collection and
analysis tools have influenced the decision making regarding the research.
2.3 Assessing the link between research findings and research questions
The research findings needed to be linked with the research questions to meet the
research objectives. To ensure that, the research findings needed to be analyzed based on the
research questions. In this context, reviewing the research findings it has been revealed that
participants answered all the questions in the questionnaire. As the questions were easy and
straight, it was expected that a full response would be received. It provided ample amount of
data to evaluate the research questions. It was revealed that although the overall performance
of the dental practice was good, but there were several gaps in the service identified through
the survey and the areas of improvements have been identified. Several gaps regarding the
appointment booking, staff behaviour and compliant systems are the most important areas,

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which need significant improvement. However, the patient satisfaction and general
impression towards the service was significantly good, though a small percentage of people
suggested that the service were poor (Shannon 2012). Thus, it can be interpreted that in the
dental practice, the service quality is at moderate level to satisfy the patients and there are
several areas, which need significant improvement. The questionnaire significantly served for
gathering information regarding patient experience, which also links the findings with the
patient experience.
2.4 Analyzing the assumptions in research methodology
Assumption in the research methodology was established by reviewing the previous
literatures on the similar domain. The evidenced searched for the research helped in
establishing the research hypothesis, which would be assessed aligning with the findings.
Here in the research the assumptions in the methodology were that the patient survey would
reveal potential data regarding patient’s experience, satisfaction level and the gaps in the
practice, which needs immediate improvement. In this context the research methodology
assumption would be “There is a significant positive link between dental practice and patient
satisfaction” ( Supino and Borer 2012). Therefore, based on these assumptions, the research
would help to understand the positive and negative factor contributing to the patient
satisfaction in dental practice.
2.5 Analyzing the impact of alternative research methods on the outcomes
An alternative method for this research work would be a secondary research method
adoption. The secondary research method would include the analysis of secondary data like
the previous literatures on this research topic, analysis of the patient data and clinical patient
records, surgery data base, staff records and other information, which are already established
in the research field (Supino and Borer 2012). It would provide the opportunity to explore the

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pre-existing authenticate data to gather information regarding patient satisfaction. In this case
the research outcomes might be descriptive, authenticated, but the actual experience related
primary data might be lacking in the data, creating a gap in the findings.
Primary Data Analysis: Patient Survey
Q 1. What is your sex?
Options No. of respondents Total no. of
respondents
Response (%)
Male 14 30 47
Female 16 30 53
Q 2. Which age group do you belong?
Options (Years) No. of respondents Total no. of
respondents
Response (%)
5-17 5 30 17
18-29 10 30 33
30-44 9 30 30
45-59 6 30 20
60-75 0 30 0
Above 75 0 30 0
Q 3. What is your general impression towards the practice?
Options No. of respondents Total no. of
respondents
Response (%)
Excellent 4 30 13

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Good 8 30 27
Acceptable 12 30 40
Poor 6 30 20
Q 2. What is your view regarding the cleanliness of the compound?
Options No. of respondents Total no. of
respondents
Response (%)
Excellent 6 30 20
Good 12 30 40
Acceptable 8 30 27
Poor 6 30 13
Q 3. Have you been kept waiting too long to see the dentist?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 17 30 57
No 13 30 43
Q 4. Is there enough stuffs for you to do whilst waiting?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 18 30 60
No 8 30 27

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Not sure 4 30 13
Q 5. What is your view towards the quality of treatment by your dentist?
Options No. of respondents Total no. of
respondents
Response (%)
Excellent 6 30 20
Good 11 30 37
Acceptable 10 30 33
Poor 3 30 10
Q 6.Is the treatment environment client friendly?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 16 30 53
No 12 30 40
Not sure 2 30 7
Q 7. Were the reception staffs and nurses were helpful?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 10 30 33
No 15 30 50
Can’t say 5 30 17

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Q 8. Does your dentist explain the treatment procedure in details to you?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 19 30 63
No 7 30 24
Not sure 4 30 13
Q 9. Does your dentist discuss the other treatment options with you prior undergoing a
particular treatment process?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 10 30 33
No 16 30 54
Not sure 4 30 13
Q 10. Does the practice brochure contain enough information?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 18 30 60
No 10 30 33
Not sure 2 30 7
Q 11. Is it easy to book an appointment?
Options No. of respondents Total no. of Response (%)

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respondents
Yes 10 30 33
No 15 30 50
Can’t say 5 30 17
Q 12. Is there the facility of emergency appointment available?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 8 30 27
No 15 30 50
Not sure 7 30 23
Q 13. Is there an effective complaint procedure available in the service?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 10 30 33
No 14 30 47
Not sure 6 30 20
Q 14. Do you get effective solutions for your complaints?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 6 30 20
No 18 30 40

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Not sure 6 30 20
Q 15. Have your dentist attempted to mitigate any kinds of pain or discomfit during your
treatment procedure?
Options No. of respondents Total no. of
respondents
Response (%)
Yes 23 30 67
No 7 30 23
Q 16. Do you believe that appointments with dentists were too long?
Options No. of respondents Total no. of
respondents
Response (%)
Strongly believe 2 30 7
Believe 6 30 20
Neutral 4 30 13
Disbelieve 12 30 40
Strongly disbelieve 6 30 20
Q 17. Do you believe there is an urgent need for service improvement?
Options No. of respondents Total no. of
respondents
Response (%)
Strongly believe 5 30 17
Believe 11 30 37
Neutral 4 30 13

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Disbelieve 7 30 23
Strongly disbelieve 3 30 10
Q 18. Which area of the service attracts you most?
Options No. of respondents Total no. of
respondents
Response (%)
Infrastructure 2 30 7
Compound cleanliness 0 30 0
Dentist’s promptness 6 30 20
Adequacy of treatment 4 30 13
Communication 5 30 17
Staff’s behaviour 3 30 10
Waiting room facilities 2 30 7
Patient education 3 30 10
Appointment 5 30 17
Complaint procedure 0 30 0
Q 19. Which area of the service distracts you most?
Options No. of respondents Total no. of
respondents
Response (%)
Infrastructure 3 30 10
Compound cleanliness 4 30 13
Dentist’s promptness 0 30 0
Adequacy of treatment 1 30 3
Communication 2 30 7

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Staff’s behaviour 5 30 17
Waiting room facilities 4 30 13
Patient education 2 30 7
Appointment 3 30 10
Complaint procedure 6 30 20
Q 20. Which area of the service do you believe that needs most and frequent improvement?
Options No. of respondents Total no. of
respondents
Response (%)
Infrastructure 3 30 10
Compound cleanliness 3 30 10
Communication 2 30 7
Staff’s behaviour 4 30 13
Waiting room facilities 4 30 13
Patient education 2 30 7
Appointment 6 30 20
Complaint procedure 6 30 20