Patient satisfaction with dental care.

The feedback studies illustrate the fact that it is possible for the individual practitioner or member of a group practice to take positive steps to enhance satisfaction among his or her patients. Simply knowing about the general components of patient satisfaction is not enough; one needs to know about the views of one's own patients so that effective steps can be taken to improve them. The steps may include changes in office policies or procedures, facilities or staff changes, or even changes in the dentist's interpersonal approach. In any case, the evidence suggests that efforts to improve will be rewarded by more satisfied patients who will be more likely to stay as clients and, perhaps, more readily accept treatment and more frequently refer friends to the practice. The consistent role of dentists' interpersonal skills suggests that dental schools could contribute to patient satisfaction by providing more interpersonal skills development in their curricula. This was a major recommendation of the 1984 Future of Dentistry Final Report. The evidence presented in this chapter firmly supports that recommendation.