Research Summary abstract
British Dental Journal 198, 419 (2005)
Published online: 9 April 2005 | doi:10.1038/sj.bdj.4812195
Research Summary:
A study of satisfaction with dental services among adults in the United Kingdom
Rebecca Harris, Dr1
- A national study of satisfaction about dental services in the UK.
- Most people in Britain are satisfied with dental services. However, about one in ten have felt like or actually have complained about dental services in the past.
- One in three did not know to whom to complain if they were dissatisfied about dental services.
- Knowledge about the complaints procedure process appears fragmented.
Abstract
Objectives To determine satisfaction with dental care services among the UK adult population, and to assess their knowledge regarding the dental complaints procedure.
Methods A national survey involving a multi-stage random sampling procedure with face-to-face home interviews of 5,385 UK residents was conducted in 1999.
Results The response rate was 69% and 3,739 adults took part in this study. Majority of people (89%) were satisfied with the quality of care they received. Only 2% (76) had actually complained, although 10% (388) had felt like complaining in the past. One third (32%, 1,188) did not know to whom to complain if they had a problem. Among those who knew whom to contact, over a third (36%, 1,359) would contact somebody outside the practice, while another third (31%, 1,169) would contact their dentist or dental practice.
Conclusion Overall most people are satisfied with the quality of dental care they receive. However, 2% have complained and 10% have felt like complaining about their dentist/ dental care. In general, knowledge of the complaints procedure and whom to contact appears fragmented.
- Senior Lecturer in Dental Public Health, University of Liverpool
