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Patient feedback questionnaires − why bother? Meenakshi Kumar Grazielle C Mattos Savage James W Aukett Jennifer E Gallagher Dental Update 2024 46:6, 707-709.
Authors
MeenakshiKumar
BDS, MFDS
Dental Core Trainee Year 2, Restorative Dentistry, East Kent Hospitals University NHS Foundation Trust
Senior Lecturer/Honorary Consultant in Dental Public Health, King's College London Dental Institute at Guy's, King's College and St Thomas' Hospitals, Department of Oral Health Services Research and Dental Public Health, Oral Health Workforce and Education Research Group, London, UK
The aim of this article is to encourage general dental practitioners (GDPs) to obtain feedback from patients on a regular basis and act on it. This article will familiarize clinicians with the current concepts of patient experience, patient satisfaction and patient reported outcome measures. It will explore the reasons why dentists should engage in seeking patients' opinions and will shed light on some of the validated questionnaires which are in use in the UK and internationally. Aspects of care considered important by patients are explored and important questions which should be included when developing individual practice questionnaires are highlighted. We build on previous Dental Update articles on this subject by taking the reader through the concept of the Plan Do Study Act (PDSA) cycle and how this can be utilized.
This paper will not only allow dentists to improve and grow their practices, but also contribute towards clinical governance and the ethos of patient-centred care.
CPD/Clinical Relevance: This article enables dental professionals to appreciate the importance of obtaining patient feedback on key issues relating to their dental care. It suggests ways in which dental teams could engage in obtaining patient feedback and act upon it to develop the quality of services.
Article
We live in a culture where patient feedback is important. Not only do patients expect to give feedback to influence services, but healthcare providers across the world recognize the importance of listening to patients' views when planning their services.1,2,3,4 It is suggested that fulfilling every demand of every patient is not practically possible, especially in a climate where there is considerable pressure on healthcare services and patients have different concepts of ‘quality’, some of which conflict with each other. It is a fundamental responsibility and duty to listen to patients in order to respect their autonomy and to recognize that they share responsibility for their own oral health.1,2,5
Historically, the terms patient satisfaction and patient experience have been used inter-changeably; however, they do not mean the same thing as the focus has shifted from the concept of exploring patient satisfaction to patient experience.
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