Patient expectation survey: An adjunct to successful delivery and reception of health care services

Objective: To know the expectation of a consumer population group of a dental hospital, and the preferences of patients while availing hospital services. Methodology: A cross-sectional, pilot patient expectation survey (PES) was conducted using closed ended questionnaire among a Malaysian dental student population (N=317), studying in India, not yet exposed the clinical phase of dentistry, and not having referred to a dental hospital OPD. Results were statistically analysed for descriptive analysis. Results: This study identifies expectations of study population when visiting a dental hospital, which may or may not be anticipated by the dentists, thus emphasising the importance of market research by way of PES. The results indicate significance of sensitizing clinician to patient expectations, to ensure success of private practice and institutional programmes. Conclusion: It would be beneficial to use a PES to plan the same and sensitize physicians about expectations of patients, to ensure a higher chance of patient satisfaction. PESis a cost-effective method leading to evidence-based and rational use of scarce resources. Implementation of results of PES can become an essential motivation for patients to seek routine check-ups and treatment.