Assessment of Patient Satisfaction Level to Dental Health Care Services in Indonesia

Akbar, Fuad Husain; Pasinringi, Syahrir; Awang, Abdul Hair

doi:10.1590/pboci.2020.077

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ORIGINAL ARTICLE • Pesqui. Bras. Odontopediatria Clín. Integr. 20 • 2020 • https://doi.org/10.1590/pboci.2020.077 copy

Assessment of Patient Satisfaction Level to Dental Health Care Services in Indonesia

Authorship SCIMAGO INSTITUTIONS RANKINGS

Abstract

Objective:

To know the level of patient satisfaction with dental healthcare services in Bantaeng, Indonesia.

Material and Methods:

This pilot pathfinder survey was conducted at Dental and Oral Health Services in Bantaeng and Pa'jukukang Sub-districts of Bantaeng Regency of South Sulawesi Indonesia. The Short-Form Patient Satisfaction Questionnaire (PSQ-18) scaled was used and it consists of 18 questions and seven subscales. The t-test and ANOVA were used with a significance level set at 5% (p<0.05).

Results:

The female participation (72.8%) was greater than the male (27.2). Regarding age, 74.6% were <40 years, 21.1% were between 40-60 years old and 4.4% were over 60 years old. On the subscale of technical quality, there was significant value in the age variable (p=0.45), education level (p=0.031), job (p=0.026), waiting time (p=0.46), distance to dentist=0.026), and location (p=0.007). There were significant values on the interpersonal aspect subscale that were present at age (p=0.016), education level (p=0.038), and occupation (p=0.007). The highest satisfaction score was found on the technical quality subscale (13.04 ± 1.75) and the lowest satisfaction score was seen on the general satisfaction subscale (4.11 ± 1.75). There was a significant difference between the value of patient satisfaction with age, education, and occupation.

Conclusion:

Patients from the District Bantaeng and Pa'jukukang Bantaeng regency of South Sulawesi were more satisfied with the service provided. The highest satisfaction score was found on the technical quality subscale and the lowest satisfaction score was found in the general satisfaction subscale.

Keywords:
Patient Satisfaction; Quality Indicators, Health Care; Comprehensive Dental Care

Variables	Categories	N	%
Education Level	Uneducated	2	1.8
	Elementary	13	11.4
	Incomplete Elementary	0	0.0
	Junior High School (JHS)	43	37.7
	Incomplete JHS	1	0.9
	High School (HS)	34	29.8
	Incomplete HS	2	1.8
	Diploma	6	5.3
	Bachelor	13	11.4
Occupation	Student/University Student	49	43.0
	Government Employee/Police/Pensioners	18	15.8
	Private Employee	7	6.1
	Entrepreneur	21	18.4
	Housewives	14	12.3
	Others	5	4.4
Type of Visit	First Visit	57	50.0
	Not First Visit	57	50.0
Waiting Time	Faster	47	41.2
	On Time	32	28.1
	Late	35	30.7
Distance to the Dentist	Far	44	38.6
	Moderate	45	39.5
	Near	25	21.9
Location	Urban (Bantaeng Sub-District)	88	77.2
	Rural (Pa'jukukang Sub-District)	26	22.8

Variables	General Satisfaction		Technical Quality		Interpersonal Aspect		Communication		Financial		Time Spent^# # Time Spent in the Dentist;		Access/Comfort
	Mean (SD)	p-value	Mean (SD)	p-value	Mean (SD)	p-value	Mean (SD)	p-value	Mean (SD)	p-value	Mean (SD)	p-value	Mean (SD)	p-value
Gender
Male	4.84 ± 2.10	0.006^* * t-test independent;	13.19 ± 2.20	0.726	6.23 ± 1.06	0.131	5.65 ± 1.40	0.446	6.19 ± 0.83	0.163	6.10 ± 0.65	0.000^* * t-test independent;	12.16 ± 2.46	0.760
Female	3.84 ± 1.53		12.98 ± 3.17		6.75 ± 1.79		5.86 ± 1.27		6.63 ± 1.64		7.07 ± 1.40		12.30 ± 2.05
Age
< 40 Years	4.19 ± 1.82	0.738	13.41 ± 3.17	0.045^ ANOVA; Significant p<0.05.	6.82 ± 1.75	0.034^ ANOVA; Significant p<0.05.	5.79 ± 1.41	0.777	6.69 ± 1.57	0.069	6.96 ± 1.39	0.073	12.42 ± 2.37	0.390
40-60 Years	3.92 ± 1.56		12.13 ± 1.70		6.08 ± 1.10		5.75 ± 0.99		5.96 ± 1.08		6.42 ± 1.02		11.75 ± 1.36
>60 Years	3.80 ± 1.64		11.00 ± 1.00		5.40 ± 0.55		6.20 ± 0.84		6.00 ± 0.00		6.00 ± 0.00		12.00 ± 1.00
Education Level
Uneducated	3.50 ± 2.12	0.636	12.00 ± 0.00	0.031^ ANOVA; Significant p<0.05.	6.00 ± 0.00	0.038^ ANOVA; Significant p<0.05.	6.00 ± 0.00	0.317	6.00 ± 0.00	0.537	5.50 ± 0.71	0.131	11.00 ± 1.41	0.773
Elementary	3.54 ± 1.13		11.46 ±2.54		6.31 ± 1.18		6.15 ± 1.07		6.31 ± 1.55		6.77 ± 1.42		12.23 ± 0.83
Junior High School (JHS)	4.00 ± 1.84		14.07 ± 3.02		7.33 ± 1.96		5.79 ± 1.52		6.93 ± 1.92		7.23 ± 1.59		12.26 ± 2.61
Incomplete JHS	3.00 ± 0.00		13.00 ± 0.00		6.00 ± 0.00		6.00 ± 0.00		7.00 ± 0.00		8.00 ± 0.00		13.00 ± 0.00
High School (HS)	4.44 ± 1.94		13.29 ± 2.74		6.03 ± 1.40		5.35 ± 1.15		6.24 ± 0.96		6.47 ± 0.96		12.12 ± 2.16
Incomplete HS	3.00 ± 1.41		12.00 ± 0.00		6.00 ± 0.00		6.00 ± 0.00		6.00 ± 0.00		6.00 ± 0.00		10.50 ± 2.12
Diploma	4.83 ± 1.60		11.67 ± 2.34		6.00 ± 0.63		6.50 ± 0.84		6.17 ± 0.75		6.33 ± 0.52		12.33 ± 1.03
Bachelor	4.23 ± 1.59		11.46 ± 2.96		6.54 ± 1.27		6.23 ± 1.30		6.31 ± 1.11		6.77 ± 1.09		13.08 ± 1.98
Occupation
Student/Univ. Student	4.02 ± 1.90	0.116	13.86 ± 2.89	0.026^ ANOVA; Significant p<0.05.	7.22 ± 1.91	0.007^ ANOVA; Significant p<0.05.	5.84 ± 1.37	0.610	6.76 ± 1.76	0.741	7.27 ± 1.50	0.031^* * t-test independent;	12.49 ± 2.59	0.489
Government Employee^& & Government Employee/Police/Pensioners;	4.83 ± 1.82		12.50 ± 2.79		5.72 ± 1.13		6.17 ± 1.38		6.28 ± 1.13		6.17 ± 0.51		11.78 ± 1.90
Private Employee	4.14 ± 1.35		12.14 ± 2.34		6.57 ± 0.98		5.43 ± 0.79		6.29 ± 0.76		6.43 ± 1.13		12.86 ± 2.04
Entrepreneur	4.33 ± 1.80		13.43 ± 2.89		6.43 ± 1.08		5.52 ± 1.33		6.43 ± 1.29		6.52 ± 1.08		12.05 ± 1.83
Housewives	3.79 ± 0.97		11.07 ± 2.37		5.86 ± 1.51		5.64 ± 1.34		6.36 ± 1.55		6.64 ± 1.22		11.71 ± 1.27
Others	2.40 ± 0.89		12.00 ± 3.67		6.60 ± 1.34		6.20 ± 0.45		6.00 ± 0.00		6.80 ± 1.79		13.40 ± 1.52
Type of Visit
First Visit	4.21 ± 1.83	0.559	13.00 ± 3.16	0.899	6.77 ± 1.73	0.279	5.60 ± 1.28	0.099	6.60 ± 1.44	0.527	6.67 ± 1.38	0.257	12.18 ± 2.41	0.666
Not First Visit	4.02 ± 1.68		13.07 ± 2.70		6.44 ± 1.54		6.00 ± 1.31		6.42 ± 1.51		6.95 ± 1.25		12.35 ± 1.89
Waiting Time
Faster	3.85 ± 1.82	0.410	13.79 ± 2.71	0.046^ ANOVA; Significant p<0.05.	6.55 ± 1.46	0.090	5.62 ± 1.09	0.446	6.28 ± 1.75	0.314	7.23 ± 1.48	0.003^ ANOVA; Significant p<0.05.	12.11 ± 2.01	0.034^ ANOVA; Significant p<0.05.
On Time	4.31 ± 1.67		12.84 ± 3.18		6.19 ± 1.80		5.88 ± 1.54		6.78 ± 1.39		6.78 ± 1.13		13.06 ± 1.78
Late	4.29 ± 1.74		12.20 ± 2.78		7.06 ± 1.64		5.97 ± 1.34		6.57 ± 1.07		6.26 ± 1.04		11.74 ± 2.49
Distance to the Dentist
Far	3.89 ± 1.54	0.146	13.14 ± 2.49	0.026^ ANOVA; Significant p<0.05.	6.66 ± 1.51	0.931	5.98 ± 1.09	0.376	6.45 ± 1.82	0.614	7.02 ± 1.52	0.266	12.61 ± 1.91	0.31
Moderate	4.51 ± 2.04		13.67 ± 3.08		6.53 ± 1.56		5.78 ± 1.52		6.67 ± 1.28		6.78 ± 1.26		11.91 ± 2.03
Near	3.80 ± 1.44		11.72 ± 3.03		6.64 ± 2.02		5.52 ± 1.23		6.32 ± 1.07		6.48 ± 0.96		12.28 ± 2.72
Location
Urban	4.01 ± 1.57	0.252	12.64 ± 2.78	0.007^* * t-test independent;	6.57 ± 1.57	0.659	5.92 ± 1.13	0.066	6.47 ± 1.41	0.569	6.78 ± 1.28	0.734	12.27 ± 2.00	0.931
Rural	4.46 ± 2.27		14.38 ± 3.05		6.73 ± 1.89		5.38 ± 1.75		6.65 ± 1.67		6.88 ± 1.45		12.23 ± 2.66
TOTAL	4.11 ± 1.753		13.04 ± 2.926		6.61 ± 1.638		5.80 ± 1.305		6.51 ± 1.471		6.81 ± 1.316		12.26 ± 2.116

Variables	Categories	Mean (SD)	p-value
Gender	Male	54.35 (±4.78)	0.402
	Female	55.42 (±6.42)
Age	<40 Years	56.68 (±6.42)	0.001^* * Statistically significant.
	40-60 Years	53.05 (±4.05)
	>60 Years	50.89 (±2.47)
Education Level	Uneducated	50.00 (±0.00)	0.042^* * Statistically significant.
	Elementary	57.77 (±4.73)
	Junior High School (JHS)	57.60 (±6.63)
	Incomplete JHS	56.00 (±0.00)
	High School (HS)	53.94 (±5.56)
	Incomplete HS	49.50 (±3.54)
	Diploma	53.83 (±2.40)
	Bachelor	54.62 (±5.85)
Occupation	Student/University Student	57.45 (±6.53)	0.005^* * Statistically significant.
	Government Employee/Police/Pensioners	53.44 (±5.00)
	Private Employee	53.86 (±3.02)
	Entrepreneur	54.71 (±5.48)
	Housewives	51.07 (±3.87)
	Others	53.40 (±7.09)
Type of Visit	First Visit	55.02 (±6.40)	0.841
	Not First Visit	55.25 (±5.67)
Waiting Time	Faster	55.43 (±6.05)	0.450
	On Time	55.84 (±6.20)
	Late	54.09 (±5.86)
Distance to the Dentist	Far	55.75 (±5.65)	0.082
	Moderate	55.84 (±6.47)
	Near	52.76 (±5.42)
Location	Urban	54.66 (±5.10)	0.124
	Rural	56.73 (±8.36)

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[1] Author to whom correspondence should be addressed: Fuad Husain Akbar, Department Dental Public Health, Faculty of Dentistry, Hasanuddin University, Indonesia. 90245. Phone: +62 81243422362. E-mail: fuadgi2@gmail.com.