Patient Expectation Survey: An Adjunct to Successful Delivery and Reception of Health Care Services Chauhan Arunima1,*, Shekhawat Kuldeep Singh2, Harshpriya3, Yahya Sarah Yazmeenbinti4, Raja Hani Hazreenbinti Abdul Rahman4 1Associate Professor, Faculty of Dentistry, Melaka Manipal Medical College, Manipal Campus, Manipal Academy of Higher Education, Manipal 2Associate Professor, Department of Public Health Dentistry, Century International Institute of Dental Sciences, Kasargod, Kerala 3Assistant Professor, Division of Public Health Dentistry, Centre for Dental Education and Research, All India Institute of Medical Sciences, New Delhi 4BDS Student, Faculty of Dentistry, Melaka Manipal Medical College, Manipal Campus, Manipal University, India *Corresponding Author: Dr. Arunima Chauhan, Faculty of Dentistry, Melaka Manipal Medical College, Manipal Campus, Manipal Academy of Higher Education, Manipal, India, e-mail: drarunima@rediffmail.com, Phone: 919742022860
Online published on 23 December, 2019. Abstract Objective To know the expectation of a consumer population group of a dental hospital, and the preferences of patients while availing hospital services. Methodology A cross-sectional, pilot patient expectation survey (PES) was conducted using closed ended questionnaire among a Malaysian dental student population (N=317), studying in India, not yet exposed the clinical phase of dentistry, and not having referred to a dental hospital OPD. Results were statistically analysed for descriptive analysis. Results This study identifies expectations of study population when visiting a dental hospital, which may or may not be anticipated by the dentists, thus emphasising the importance of market research by way of PES. The results indicate significance of sensitizing clinician to patient expectations, to ensure success of private practice and institutional programmes. Conclusion It would be beneficial to use a PES to plan the same and sensitize physicians about expectations of patients, to ensure a higher chance of patient satisfaction. PESis a cost-effective method leading to evidence-based and rational use of scarce resources. Implementation of results of PES can become an essential motivation for patients to seek routine check-ups and treatment. Top Keywords PES, Patient satisfaction, healthcare market, health programmes. Top |