An assessment of dental care quality and patient experience in Yerevan, Armenia.

Abstract

Purpose: Patient experience is a key component of quality of care. This study assessed patient experiences of dental care in Armenia, identifying associated factors and gaps between patients' expectations and care provided.

Design/methodology/approach: We conducted a cross-sectional survey of 164 dental patients from seven randomly selected dental clinics in Yerevan's seven largest districts. A self-administered questionnaire assessed patient experience and Patient Experience Scores (PES, range 1-5) were calculated.

Findings: A total of 164 respondents (response rate 83%) with mean age of 42 years completed the questionnaire. Overall satisfaction with the last visit was rated "excellent" by 52% (n = 86) patients, "good" by 34% (n = 56) and "poor-fair" by 13% (n = 21). The overall mean PES was 3.92. "Respect," "Pain management" and "Safety" were scored highest, indicating that they are the most valued aspects of care. The lowest scores were observed in "General satisfaction," "Privacy" and "Quality of care." Most domains (9 of 11) were positively correlated with PES. Increasing age was associated with lower PES (OR 0.98 per year), and higher standard of living with higher PES (3.17 average, 5.64 above average as compared to below average). The single "General Satisfaction" item averaged less than 3.0 and did not track with the other PES domains, a concern since the single item is often used in place of the full scale.

Originality/value: The concept of patient experience is complex. This first study of dental patient experience in Armenia provides a foundation for further research, including benchmarking and other efforts that will drive quality improvement.