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A study of satisfaction with dental services among adults in the United Kingdom.

Bedi R, Gulati N, McGrath C

WHO Collaborating Centre for Disability, Culture and Oral health, National Centre for Transcultural Oral Health, Eastman Dental Institute for Oral Health Care Sciences, University of London. R.Bedi@eastman.ucl.ac.uk

OBJECTIVES: To determine satisfaction with dental care services among the UK adult population, and to assess their knowledge regarding the dental complaints procedure. METHODS: A national survey involving a multi-stage random sampling procedure with face-to-face home interviews of 5,385 UK residents was conducted in 1999. RESULTS: The response rate was 69% and 3,739 adults took part in this study. Majority of people (89%) were satisfied with the quality of care they received. Only 2% (76) had actually complained, although 10% (388) had felt like complaining in the past. One third (32%, 1,188) did not know to whom to complain if they had a problem. Among those who knew whom to contact, over a third (36%, 1,359) would contact somebody outside the practice, while another third (31%, 1,169) would contact their dentist or dental practice. CONCLUSION: Overall most people are satisfied with the quality of dental care they receive. However, 2% have complained and 10% have felt like complaining about their dentist/ dental care. In general, knowledge of the complaints procedure and whom to contact appears fragmented.

Published 4 May 2005 in Br Dent J, 198(7): 433-7.
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