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.

1. Head and Director, WHO Collaborating Centre for Disability, Culture and Oral health, National Centre for Transcultural Oral Health Eastman Dental Institute for Oral Health Care Sciences, University of London
2. Lecturer, WHO Collaborating Centre for Disability, Culture and Oral health, National Centre for Transcultural Oral Health Eastman Dental Institute for Oral Health Care Sciences, University of London
3. Associate Professor, Periodontology and Public Health, The Prince Philip Dental Hospital, Hong Kong SAR, China.

Correspondence to: R Bedi¹ WHO Collaborating Centre for disability, culture and oral health, National Centre for Transcultural Oral Health, Eastman Dental Institute, University College London, 256 Grays Inn Road, London WC1X 8LD
e-mail: R.Bedi@eastman.ucl.ac.uk