Evaluation of the satisfaction level of patients visiting dental emergency services

CONTEXT: Inadequate data is available of patient satisfaction in dental emergency departments in India. AIM: This study was undertaken with the aim to evaluate the satisfaction level of patients visiting emergency services of a dental institute in an Indian city. SETTINGS AND DESIGN: A questionnaire-based cross-sectional exploratory study was designed over a period of 2 months. SUBJECTS AND METHODS: A total of 51 subjects visiting the dental emergency services after routine working hours participated in this questionnaire-based study and submitted their responses. STATISTICAL ANALYSIS USED: Pearson’s Chi-square test. RESULTS: A statistically significant correlation (P < 0.05) was observed between effectiveness of the treatment given in terms of relief from complaints with the experience at reception, rating the hospital in terms of overall waiting time for any service with ambience (P = 0.031), between effectiveness of the treatment given in terms of control/relief from complaints (P = 0.00), ‘rating patient’s experience with “on-duty doctor” (response time, behavior, appearance, attitude etc.), rating the hospital in terms of overall waiting time for any service (P = 0.010), experience’ with nursing staff (responsive, courteous, polite) and rating the hospital in terms of overall waiting time for any service. CONCLUSIONS: Emergency care where patients were satisfied included reception, greeting while entering the department, ambience of the hospital and the Emergency Department, and good experience with the on-duty doctor, nursing staff, and security. Waiting time for treatment at emergency care was less. Recommending this hospital to others was statistically significant with the experience of the patient with the staff.