March 2006

Volume 23, Issue 1

Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces

Authors: I.A. Razak P. Rajah R. Esa


Introduction Patient satisfaction is critical for the growth and prosperity of any oral health service or practice. The success of any oral health service can be assessed by an evaluation of the degree of satisfaction/dissatisfaction of its patients. Objective The aim of this study is to assess satisfaction/dissatisfaction with the oral health services among Non-Commissioned Officers (NCOs) in the Malaysian Armed Forces (MAF). Method A qualitative study using the Nominal Group Technique was undertaken. Eighty subjects from the Rasah Camp, Seremban were randomly selected from four lists, namely privates, male and female corporals and sergeants and were grouped into 10 discussion groups of eight participants each. Of the 10 groups, four groups comprised male corporals, three groups of privates, two groups of sergeants and one group of female corporals. Two separate discussion sessions were conducted to elicit factors/items causing dissatisfaction and satisfaction expressed by the participants. Every participant then scored all the factors perceived as important by members of the group. The score ranged from 0–9 i.e., the least to the most important. Scores were weighted, and the weighted score of every participant for each item was added. The ratings of the factors were determined by comparing the sum of the weighted scores. Results The six most important factors/items rated in the satisfaction discussion were modern equipment (9.07), friendly dentist (8.27), pleasant surgery (8.23), good quality treatment (7.93), friendly staff (7.18) and pain alleviation (6.07). These factors were further regrouped into three broad categories i.e. (1) Clinic set-up, (2) Patient-personnel interaction (PPI) and (3) Technical competency (TC). In the dissatisfaction discussion six factors/items were rated i.e. long waiting time (10.39), sequence of treatment not followed (7.18), non-availability of dentist (7.16), unfriendly staff (7.05), poor quality treatment (6.80) and restricted time for treatment (5.98). The three most important categories in the dissatisfaction discussion were (1) Administrative efficiency, (2) PPI and (3) TC. Conclusion A conceptual model was developed to explain the factors affecting patients’ satisfaction/dissatisfaction with the oral health services. It is recommended that a questionnaire survey be undertaken to validate and reflect the entire population of the MAF. Remedial measures highlighted in the areas of dissatisfaction should be addressed accordingly based on the quantitative study. Key words: conceptual model, patient satisfaction/dissatisfaction, qualitative study


Other articles in this issue

Article Pages Access
Editorial - Improving the oral health of young children through an evidence-based approach 2-4 Download
An existential model of oral health from evolving views on health, function and disability 5-14 Download
Satisfaction with the oral health services. A qualitative study among Non-Commissioned Officers in the Malaysian Armed Forces 15-20 Download
Root canal treatment in a population-based adult sample: differences in patient factors and types of teeth treated between endodontists and general dentists 21-25 Download
Oral Health in 8-9 year-old children in Saxony-Anhalt (Germany) and in two Hungarian cities (Budapest and Debrecen) 26-30 Download
Dental caries experience of Kuwaiti schoolchildren 31-36 Download
Dental caries and enamel fluorosis among the fluoridated population in the Republic of Ireland and non fluoridated population in Northern Ireland in 2002 37-43 Download
BASCD Survey report - The dental caries experience of 11-year-old children in Great Britain. Surveys coordinated by the British Association for the Study of Community Dentistry in 2004 / 2005 44-57 Download
Short communication - Areca nut use amongst South Asian schoolchildren in Tower Hamlets, London: The extent to which the habit is engaged in within the family and used to suppress hunger 58-60 Download
50th Anniversary Conference on Salt Fluoridation Zurich, 17th October 2005 61-61 Download


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