Last update:
12-Nov-2004

OBJECTIVE The aim of this study was to investigate the perceptions and expectations of hospital doctors of Attica regarding the provided and desired dental care service, and the criteria they set for the choice of dentist.

METHOD Two questionnaires, referring to the expectations and the perceptions of dental service, were handed to 203 hospital doctors of Attica. Likert-type scales were used for the evaluation of the characteristics examined. These characteristics have been classified in four qualitative dimensions, regarding assurance, empathy, reliability and responsiveness.

RESULTS The doctors’ top priority was adherence to the rules of antisepsis and sterilization. A statistically significant preference was observed for a specialized dentist (P<0.01). Expectations and demands regarding reliability (scientific qualification) were placed at the top of the hospital doctors’ priorities. The characteristics regarding assurance, responsiveness and empathy followed in a descending order. Their perceptions as to the provided dental service reflected their satisfaction regarding the adherence to the rules of antisepsis and sterilization, but also showed their moderate satisfaction regarding most of the other characteristics. A 19.31% of the doctors have been referred to a specialized dentist for treatment of a certain oral health problem. The hospital doctors examined were satisfied as dental patients with characteristics concerning assurance, but they were fairly satisfied with empathy, responsiveness and reliability. As to the provided dental service for all characteristics a very significant quality gap has been observed between the desires and expectations of the doctors compared to their perceptions (P<0.01), and the largest gap was noted concerning continuous education at congresses and seminars. The largest quality gap was observed in characteristics regarding reliability followed by responsiveness and empathy, while the smallest gap concerned assurance.

CONCLUSIONS (a) Reliability (scientific qualification) is the most important dimension that hospital doctors desire to be fulfilled by their dentist. In a row of descending importance there follows assurance, responsiveness and empathy. (b) Specialization is not considered by the questioned doctors as a decisive factor for choosing their dentist. (c) Doctors as dental patients are satisfied by the assurance provided by dental health-care. There is a large quality gap regarding empathy, responsiveness and reliability. (d) The examined doctors admit that they are uninformed about gingivitis and caries as well as the preventive methods which help maintain oral health.

Key words: Dental service quality, Expectations, Perceptions.