ASSESSMENT OF TREATMENT SATISFACTION AMONG DENTAL PATIENTS ATTENDING A STATE TERTIARY HOSPITAL, ONDO, NIGERIA
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Abstract
Background: Patient satisfaction is a vital indicator of healthcare quality and influences health-seeking behaviour and treatment outcomes. This study aimed to determine the level of satisfaction among patients attending the Dental Clinic at a state tertiary health facility in Ondo State, Nigeria.
Methods: This descriptive cross-sectional study was conducted at the University of Medical Sciences Teaching Hospital Dental Clinics in Ondo and Akure, Ondo state. A total of 261 questionnaires were distributed, and 245 dental patients correctly completed and returned them, yielding a response rate of 93.9%. Participants were selected through simple random sampling using a balloting method. Data collection involvedself-administered Likert scale questionnaires, which covered various aspects, including demographics, oral health-seeking behaviour, and service dimensions such as tangibility, empathy, reliability, responsiveness, and assurance. Data were analysed using SPSS Version 25.
Results: Most participants were aged 18–35 years, with females accounting for 53.9%. Most were Christians (90.6%), married (61.2%), and Yoruba (84.9%) and first-time visitors. A significant proportion had attained a tertiary level of education (74.4%), and many were professionals (27.9%) or entrepreneurs (25.4%). Professional scaling and extractions were the most common treatments received. Regarding service satisfaction, empathy (93.45%) and assurance (92.03%) scored the highest, followed by reliability (86.28%) and responsiveness (75.18%). Tangibility had the lowest satisfaction score (58.43%). The reduced satisfaction in responsiveness was attributed to delays and long waiting times, while the low satisfaction in tangibility was due to the absence of informational materials such as hospital maps, dental artwork or logos, and a complaint box at the clinic.
Conclusion: Empathy and assurance emerged as key determinants of patient satisfaction. Overall satisfaction was influenced by staff neatness, effective communication, and the professional conduct of doctors. Improvements are needed in reducing waiting times, lowering treatment costs, and providing brochures and a visible complaint box.
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