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Measuring success in dental practice using patient feedback - a feasibility study

Busby, Michael Clive (2011)
M.Phil. thesis, University of Birmingham.

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Abstract

Patient feedback was elicited from seven volunteer practices using Interactive Voice Response (IVR) methodology. A concise question set was designed to cover aspects of care, which the literature suggested were most important to patients. Three questions which allowed patients to self assess important aspects of their oral health were included. The remaining seven questions covered practice cleanliness, competence, communication and patient perceptions of value for money. Only three grades of response were permitted: ‘ideal’, ‘acceptable’ and ‘unacceptable’. Patients were invited to participate by letter. These letters were distributed by the participating practices. Survey results were presented to practices primarily using a bar chart showing only their percentage of ‘ideal’ responses to each question compared to the whole group average. Practice representatives were asked to give their feedback on the value of the instrument by telephone. The use of IVR failed to demonstrate any benefits when compared to traditional paper based surveys. A majority of dentists participating in the trial were favourably disposed to using the instrument however. With the proximity of dentist revalidation by the General Dental Council and practice licensing by the Care Quality Commission the development of instruments like this may be timely.

Type of Work:M.Phil. thesis.
Supervisor(s):Burke, Trevor
School/Faculty:Colleges (2008 onwards) > College of Medical & Dental Sciences
Department:School of Dentistry
Subjects:RK Dentistry
Institution:University of Birmingham
ID Code:1288
This unpublished thesis/dissertation is copyright of the author and/or third parties. The intellectual property rights of the author or third parties in respect of this work are as defined by The Copyright Designs and Patents Act 1988 or as modified by any successor legislation. Any use made of information contained in this thesis/dissertation must be in accordance with that legislation and must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the permission of the copyright holder.
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