SPSS Data Analysis Report: Private Dental Care in London, UK

This report presents a comprehensive SPSS data analysis of private dental care services in London, UK. It investigates customer perspectives, internal business processes, and learning and growth perspectives using statistical techniques such as multiple regression, Chi-Square tests, and ANOVA. The analysis evaluates the effectiveness of services offered, assesses the relationship between service quality and patient satisfaction, and examines the impact of internal processes on meeting customer expectations. The findings reveal insights into the current practices of private dental clinics, highlighting the importance of understanding patient needs, providing quality services, and maintaining affordable prices to enhance patient satisfaction. The study emphasizes that while internal business process improvements are important, the primary focus should be on the quality of medical services offered to satisfy patient needs effectively. The report concludes that, in the context of the study, the null hypothesis of no association is accepted in several instances, indicating that certain organizational development approaches do not directly support the fulfillment of patient expectations. Furthermore, the analysis suggests that improving internal business processes alone may not significantly enhance patient satisfaction, and the focus should be on providing high-quality, affordable dental services.

SPSS Data Analysis

TABLE OF CONTENTS
Chapter 4: Data Analysis......................................................................................................................
Overview......................................................................................................................................1
Quantitative Analysis...................................................................................................................1
Customer perspective...........................................................................................................................
Multiple Regression.....................................................................................................................2
Findings:......................................................................................................................................3
Interpretation................................................................................................................................4
Internal Business Process Perspective..................................................................................................
Chi Square Test:...........................................................................................................................4
Findings:......................................................................................................................................5
Findings:......................................................................................................................................6
Findings:......................................................................................................................................7
Interpretation:...............................................................................................................................7
Learning and Growth Perspective........................................................................................................
ANOVA:......................................................................................................................................8
Findings:......................................................................................................................................8
Interpretation:...............................................................................................................................9

LIST OF TABLES
Table 1: Model Summary................................................................................................................2
Table 2: ANOVA.............................................................................................................................2
Table 3:Coefficients.........................................................................................................................3
Table 4: Crosstab.............................................................................................................................5
Table 5: Chi Square Test.................................................................................................................5
Table 6: Crosstab.............................................................................................................................6
Table 7: Chi Square Test.................................................................................................................6
Table 8: Crosstab.............................................................................................................................7
Table 9: Chi Square Test.................................................................................................................7
Table 10: ANOVA...........................................................................................................................8

CHAPTER 4: DATA ANALYSIS
Overview
The health professions working in the area of dental care services are known generally to
be private holders who run business at own skills and risk. Furthermore, dental care is witnessed
to be the area of health care that has been separated on the basis of financing and delivery of
care, from rest of medical care. The dental diseases are very few in number and it is more likely
to happen such dental diseases. Herein, in researcher has focused on evaluating different aspects
of about the study that consist of customer perspective, internal business process perspective and
learning and growth perspective. However, in order to make in-depth analysis SPSS statistical
tool has been used in which different test has been selected for providing different hypothesis. As
data for the study has been collected from 7 dentist who work in private dental care homes and
makes valiant efforts to provide superior quality of treatments. Looking at the present condition
in UK, the graph of NHS dental services is declining day by day which has enforced large
number of audience to switch their medical prescription to private dental cares. Thus, the main
purpose of this analysis is to evaluate the effectiveness of services offered by the Private Dental
clinics to the people of London, UK.
Quantitative Analysis
Quantitative data can be expressed in form of numeric or quantitative form and this data
can present in terms of ordinal, interval or ratio scales. As per the given case situation, survey in
the form of questionnaire has been employed in order to generate valuable and wide range of
information from health care practitioners regarding their perceptions about effectiveness of
services in satisfying the needs and wants of customers. Furthermore, to analyze the numeric
nature of gathered data quantitative data analysis technique (SPSS) has been employed in which
different tests has been used to make in-depth analysis on the selected topic. In addition to it, on
the basis of questionnaire, varied hypothesis has been framed which are proved by different
techniques such as Chi Square, ANOVA, Regression coefficient.
CUSTOMER PERSPECTIVE
Herein, researcher has focused on evaluating the perception private dentist towards their
customers. However, through the means of different questions researcher has asked dentist about
the effectiveness of services are that are being offered to the customers by the privately owned
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dental cares in London. On the basis of this, hypothesis has been framed to evaluate the
relationship between offered services and satisfaction level of patients. However, with the help
of this hypothesis researcher is planning to evaluate whether offered dental services by dentists
are effective in satisfying the needs and wants of patients.
Multiple Regression
The main purpose of multiple regression is to predict a single variable from one or more
independent variables. However, it is considered as the extension of simple linear regression.
Through the means of multiple regression test, researcher can easily predict the value of a
variable based on the value of two or more variables.
Hypothesis:
H0: There is a significant relationship between presently offered services and patient’s
satisfaction level.
H1: There is no significant relationship between presently offered services and patient’s
satisfaction level
Model Summary:
Table 1: Model Summary
Model Summary
Model R R Square Adjusted R Square Std. Error of the
Estimate
1 .888a .788 .576 .246
a. Predictors: (Constant), You listen to and learn from your patient’s, Increasing patient
satisfaction will increase uptake of dental treatments, We are providing adequate service to our
patients
ANOVA:
Table 2: ANOVA
ANOVAa
Model Sum of Squares df Mean Square F Sig.
1
Regression .675 3 .225 3.714 .155b
Residual .182 3 .061
Total .857 6
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a. Dependent Variable: The services provided by the dental practice meet or surpass patient’s
expectation/satisfaction
b. Predictors: (Constant), You listen to and learn from your patient’s, Increasing patient
satisfaction will increase uptake of dental treatments, We are providing adequate service to our
patients
Coefficients:
Table 3:Coefficients
Coefficientsa
Model Unstandardized
Coefficients
Standardized
Coefficients
t Sig.
B Std. Error Beta
1
(Constant) 5.273 .988 5.339 .013
We are providing
adequate service to our
patients
-1.000 .302 -1.291 -3.317 .045
Increasing patient
satisfaction will increase
uptake of dental
treatments
.364 .216 .555 1.680 .191
You listen to and learn
from your patient’s .273 .189 .498 1.441 .245
a. Dependent Variable: The services provided by the dental practice meet or surpass patient’s
expectation/satisfaction
Findings:
Herein, with the help of this test researcher evaluates whether there is relationship
between currently offered services and patients satisfaction level. However, in this satisfaction
level of patients is dependent upon the services offered by dentists. On the basis of above
computation of multiple regression statistical test, relationship between two variables has been
evaluated. However, the significance value of multiple regression is 0.05 in which if the value of
test is above defined significance value than there is not relationship between the variables, while
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on the other hand, significance value of less than 0.05 indicates that there is relationship between
the variables. In the present given case, from the coefficient table, p = 0.045 which is less than
significance value of 0.05 indicates that there is relationship between providing adequate
services and satisfying the expectations of the customers. While on the other hand, with p value
of 0.191 which is greater than significance value of 0.05 it has been found that there is no
relationship satisfying the needs of customers will assist in uptake the dental treatments. Lastly,
higher significance value of 0.245 clearly indicates listening and learning from people will not
help in enhancing the customer satisfaction.
Interpretation:
From the above findings it has been analyzed that current practices followed in order to
provide the dental services to people in London are getting proper services to resolve their dental
issues. However, it is the duty of dentist to ensure that they make valiant efforts in understanding
the needs and wants of patients so that their dental related problems can be solved in more
effective and efficient manner. But contrary to this, it is not essential that satisfying the needs
and wants will uptake the dental treatments because in order to do so dentist has to maintain long
term relation with the patient and constantly focus on provide people of London superior quality
of dental services so that they can be retained. Moreover, at present private dental care charge
high fees for resolving the dental problems for the patients. Therefore, in order to enhance the
level of patient’s satisfaction it is important for the dentists to charge affordable fees from its
patients so that they can be attracted to revisit the clinic.
INTERNAL BUSINESS PROCESS PERSPECTIVE
Chi Square Test:
Ha0 = Null Hypothesis
Ha1 = Alternative Hypothesis
Ha0: There is no direct association between internal business process and meeting with customer
expectation level.
Ha1: There is a direct association between internal business process and meeting with customer
expectation level.
In order to prove the above hypothesis different variables has been selected in which
three variables are dependent upon the one variable has been analyzed. Following are the
findings:
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Your Practice is currently using the Organizational Development Approach & Patients needs are
being met:
Crosstab:
Table 4: Crosstab
Crosstab
Count
Patient needs are being met Total
Neutral Agree Strongly disagree
Your practice is currently
using the Organizational
Development approach
Disagree 0 1 1 2
Neutral 1 4 0 5
Total 1 5 1 7
Chi Square Test:
Table 5: Chi Square Test
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 3.080a 2 .214
Likelihood Ratio 3.372 2 .185
Linear-by-Linear Association 2.100 1 .147
N of Valid Cases 7
a. 6 cells (100.0%) have expected count less than 5. The minimum expected count is .29.
Findings:
In the above defined table association between two variable has been identified. In
general context, higher significance value of 0.214 clearly indicates that there is no association
between current business development approach and meeting the needs of patients.
Your practice is currently using the Organizational Development approach & you are utilizing
innovation to improve internal processes to keep the dental practice moving forward:
Crosstab:
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Table 6: Crosstab
Crosstab
Count
You are utilizing innovation to improve
internal processes to keep the dental practice
moving forward
Total
Strongly
disagree
Disagree Neutral
Your practice is currently
using the Organizational
Development approach
Disagree 1 1 0 2
Neutral 0 4 1 5
Total 1 5 1 7
Chi Square Test:
Table 7: Chi Square Test
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 3.080a 2 .214
Likelihood Ratio 3.372 2 .185
Linear-by-Linear Association 2.100 1 .147
N of Valid Cases 7
a. 6 cells (100.0%) have expected count less than 5. The minimum expected count is .29.
Findings:
On the basis of above chi square table it has been analyzed that greater p value of 0.214
than the significance value of 0.05 which clearly indicates that current organizational
development approach is not allowing any innovation within the internal business process which
affects the overall dental services provided by dentist.
Your practice is currently using the Organizational Development approach & Patient exclusive
needs are being identified by the practice:
Crosstab:
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Table 8: Crosstab
Crosstab
Count
Patient exclusive needs are being
identified by the practice
Total
Neutral Agree
Your practice is currently using
the Organizational
Development approach
Disagree 1 1 2
Neutral 1 4 5
Total 2 5 7
Chi Square test:
Table 9: Chi Square Test
Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Exact Sig. (2-
sided)
Exact Sig. (1-
sided)
Pearson Chi-Square .630a 1 .427
Continuity Correctionb .000 1 1.000
Likelihood Ratio .599 1 .439
Fisher's Exact Test 1.000 .524
Linear-by-Linear
Association .540 1 .462
N of Valid Cases 7
a. 4 cells (100.0%) have expected count less than 5. The minimum expected count is .57.
b. Computed only for a 2x2 table
Findings:
From the above computed chi square test, generated significance value of 0.427 is greater
than 0.05 which means there is no significance association between the variables. Thus, it can be
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said that, current organizational Development approach does not support in identifying the
Patient exclusive needs.
Interpretation:
Therefore, on the basis of above evaluation it has been identified that, higher significance
value in all three cases depicts that null hypothesis has been accepted and alternative is rejected
which means there is no direct association between internal business process and meeting with
customer expectation level. However, although it is essential but there are several other prospects
which are more important in terms of meeting the expectation level of patients such as dentist
should focus on overall patients health as well as improve the overall approach used in providing
the medical services to the patients. Further, improving internal business process will not help in
enhancing the satisfaction level of customers for the dentist. However, it is important for the
dentist working in private dental care to ensure that they offer quality of service at affordable
prices will help in improving the overall satisfaction level of the patients in London. In the
secondary analysis it has been identified that the above defined factors such as patient
satisfaction in internal process perspectives such as call center response time, waiting time and
solve weekly patient complaints are important but on the generated findings medical services
offered are more prior in terms of satisfying the expectations of the patients.
LEARNING AND GROWTH PERSPECTIVE
ANOVA:
Ha0: Employee quality is not highly dependent upon CPD and awareness of dental surgery
policies.
Ha1: Employee quality is highly dependent upon CPD and awareness of dental surgery policies.
Table 10: ANOVA
ANOVA
Sum of
Squares
df Mean Square F Sig.
Practice staff is up to
date and well informed
about its Dental Audits
Between
Groups .000 1 .000 .000 1.000
Within Groups 2.000 5 .400
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and Dental surgery
policies
Total 2.000 6
CPD (Continuing
professional
development) for
dental professionals is
up to date
Between
Groups .700 1 .700 2.692 .162
Within Groups 1.300 5 .260
Total 2.000 6
Findings:
As per above computed table, the significance value for testing the hypothesis is 0.05.
However, if the value of outcome is less than significance value than alternative hypothesis will
be accepted and if it is higher than null hypothesis will be accepted. Herein, p value in case of
Practice staff is up to date and well informed about its Dental Audits and Dental surgery policies
is 1.000 which is greater than the significance value which is 0.05 indicates that null hypothesis
has accepted. Similarly in case of CPD (Continuing professional development) for dental
professionals is up to date p value of 0.162 is greater than the significance value of 0.05 depicts
that alternative hypothesis has been rejected.
Interpretation:
From the above evaluation of ANOVA table it has been interpreted that, null hypothesis
has been accepted which means that employees quality is not dependent upon CPD and
awareness of dental surgery policies. There are several other factors which play crucial role in
affecting the quality of employees in terms of offering services to the patients. However,
constantly providing training and development sessions to the dentists will assist in improving
his/her knowledge about the current trends and technology with the help of which they treat the
dental problems of people in London in effective and efficient way. Therefore, just focusing on
continuous professional development or maintaining up to date information about dental audits
and dental surgery policies will not help in enhancing the quality of dentist. It is the need and
wants of individual patient and accordingly molding the treatment will assist in enhancing the
quality which leads to better quality of services offered.
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