Expectations and satisfaction of patients who attend dental emergency clinics: a systematic review
Abstract
Objectives: This systematic review was conducted to evaluate patients’ expectations upon visiting dental emergency clinics, the factors affecting patients’ expectations and satisfaction negatively or positively, and assess the level of these satisfactions.
Material and Methods: A systematic search was conducted in accordance with the PRISMA guidelines. Articles published between 2010 and 2024 that meet the inclusion and exclusion criteria were selected from PubMed, Scopus, Wiley, and Cochrane databases using the keywords such as patient expectation, dental emergency, patient satisfaction, and visiting dental emergency clinic. The Newcastle-Ottawa Scale and Quality Assessment by the Joanna Briggs Institute was used to assess the study quality.
Results: A total of 145 articles were found after searching the database; seven of these studies were included in the review, comprising five cross-sectional, one qualitative, and one prospective study. Key findings indicate patients value respectful and empathetic dentist-patient relationships, efficient administrative services, and high-quality, pain-free treatment. Shorter waiting times were strongly associated with higher satisfaction levels, while delays in doctor arrival and prolonged treatment processes led to dissatisfaction. Safety measures, organised facilities, and accessible care contributed to positive experiences. Overall, patient satisfaction was high across studies, ranging from 76% to 96%. However, gaps remain in addressing specific patient expectations, particularly regarding service accessibility and individualised care. Quality assessments revealed moderate risks of bias, particularly in confounding factors and study designs, which may affect the reliability of findings.
Conclusion: While overall satisfaction rates were high, gaps remain in meeting specific patient expectations, particularly regarding service accessibility and individualised care. Addressing these concerns by improving waiting time, enhancing communication, and improving service delivery may improve patient experiences. However, the moderate risk of bias in some studies suggests the need for more rigorous research to strengthen the evidence base.
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References
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