Patient’s Satisfaction toward Dental service of the Dental Hospital, Faculty of Dentistry, Mahidol University

Abstract

          The objective of this study was to investigate patient’s satisfaction and the factors that influence the patient’s satisfaction to the service at the Dental Hospital, Faculty of Dentistry, Mahidol University. Data were collected from 440 patients who had various treatments from nine clinics in the hospital during October to December 2014. The collected data were classified into 9 categories as follows: phone call service; receptionist; hospital facility; personnel’s service; waiting time; dental assistance; dentist; confidentiality; and treatment outcome. The questionnaires contain four parts: part I – general information; part II – service information; part III – service satisfaction; part IV – customers’ suggestion. The data were analyzed using SPSS software for frequency, percentage, mean, standard deviation, t-test and One-way ANOVA. In general, the results showed that the patients were very satisfied with the service at the Dental Hospital (score > 4 from 1 to 5 scale). The most satisfaction of the service at the hospital was the hospital facility (mean = 4.43; SD = 0.51), and the least satisfaction was the waiting time (mean = 3.93; SD = 0.82). The male patients were more satisfied with the service than the female group (p = 0.016). For the other factors such as age, marital status, education, job, income and patient’s treatment right, there were no differences of the satisfaction level on those factors.