Perceptions of service quality in Victorian public dental clinics using Google patient reviews
Boxi Feng![https://orcid.org/0000-0003-1654-227X](/media/client/orcid_16x16.png)
![https://orcid.org/0000-0002-2052-558X](/media/client/orcid_16x16.png)
![https://orcid.org/0000-0002-8828-8955](/media/client/orcid_16x16.png)
A International Research Collaborative – Oral Health and Equity, The University of Western Australia, Crawley, WA, Australia.
B UWA Dental School, The University of Western Australia, Nedlands, WA, Australia.
Australian Health Review 46(4) 485-495 https://doi.org/10.1071/AH21393
Submitted: 4 November 2021 Accepted: 15 May 2022 Published: 23 June 2022
© 2022 The Author(s) (or their employer(s)). Published by CSIRO Publishing on behalf of AHHA.
Abstract
Objectives Using Google online reviews, this study investigated why patients were satisfied or dissatisfied with their public dental clinic in Victoria, Australia.
Methods This mixed methods study gathered Google reviews published by users pre-March, 2021. The reviews were coded and subthemes and major themes were identified. The most common reasons why patients gave reviews were tabulated and stratified according to star rating, remoteness and accessibility index classification, and socio-economic status.
Results Of the 522 reviews included in this study, in 317 (60.7%) satisfaction was expressed. Compliments and complaints were documented. A total of 53 subthemes were identified. Major themes included Treatment, Staff, Communication and Professionalism, Patient Factors and Non-Clinical Reasons. From the reviews, more patients were satisfied with general unspecified treatment (n = 195; 14.7%) and dissatisfied with reception staff (n = 64; 4.8%). More reviews were generated by patients who visited clinics in major cities and lower socio-economic areas.
Conclusion This study found that most patients expressed satisfaction and identified reasons why patients were satisfied or dissatisfied. Consumer feedback, including compliments and complaints, is an integral aspect of monitoring and improving health service quality. It is important to continue seeking feedback and improve accordingly.
Keywords: dental clinic review, dentistry, Google review, health service, patient feedback, public dental clinic, quality assurance, Victoria.
References
[1] Australian Institute of Health and Welfare. A discussion of public dental waiting times information in Australia 2013–14 to 2016–17. Canberra, AIHW; 2018. Available at https://www.aihw.gov.au/getmedia/df234a9a-5c47-4483-9cf7-15ce162d3461/aihw-den-230.pdf.aspx?inline=true [accessed 5 April 2021][2] Australian Bureau of Statistics. Patient Experiences in Australia: Summary of Findings. Canberra, ABS; 2020. Available at https://www.abs.gov.au/statistics/health/health-services/patient-experiences-australia-summary-findings/latest-release [accessed 5 April 2021]
[3] Australian Bureau of Statistics. National, state and territory population. Canberra, ABS; 2021. Available at https://www.abs.gov.au/statistics/people/population/national-state-and-territory-population/latest-release [accessed 3 April 2021]
[4] Victorian Auditor-General Office. Access to Public Dental Services in Victoria. Melbourne, Victorian Auditor-General Office; 2016. Available at https://www.audit.vic.gov.au/report/access-public-dental-services-victoria?section=32003--4-addressing-barriers-to-access [accessed 4 September 2021]
[5] Thomas LA, Tibble H, Too LS, Hopcraft MS, Bismark MM. Complaints about dental practitioners: an analysis of 6 years of complaints about dentists, dental prosthetists, oral health therapists, dental therapists and dental hygienists in Australia. Aust Dent J 2018; 63 285–93.
| Complaints about dental practitioners: an analysis of 6 years of complaints about dentists, dental prosthetists, oral health therapists, dental therapists and dental hygienists in Australia.Crossref | GoogleScholarGoogle Scholar |
[6] Lok V, Kruger E, Tennant M. Patient complaints in Dentistry: A Western Australian retrospective analysis – 1996-2004. Asia Pac J Health Manag 2007; 2 34–40.
| Patient complaints in Dentistry: A Western Australian retrospective analysis – 1996-2004.Crossref | GoogleScholarGoogle Scholar |
[7] Stewart JF, Spencer AJ. Dental Satisfaction Survey 2002. Canberra: AIHW Dental Statistics and Research Unit; 2005. pp. 3–68. Available at https://www.aihw.gov.au/getmedia/b2e2ebf0-2fd6-4f43-807b-aa90d3d52f7f/2002-satisfaction.pdf.aspx?inline=true [accessed 1 April 2021]
[8] Luo JYN, Liu PP, Wong MCM. Patients’ satisfaction with dental care: A qualitative study to develop a satisfaction instrument. BMC Oral Health 2018; 18 15
| Patients’ satisfaction with dental care: A qualitative study to develop a satisfaction instrument.Crossref | GoogleScholarGoogle Scholar | 29382318PubMed |
[9] Dewi FD, Sudjana G, Oesman YM. Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness. Dent Res J 2011; 8 172–7.
| Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness.Crossref | GoogleScholarGoogle Scholar |
[10] New South Wales Ministry of Health. What does quality assurance involve? 2018. Available at https://www.health.nsw.gov.au/factsheets/Pages/qualified-privledge.aspx [accessed 7 March 2021]
[11] Australian Commission on Safety and Quality in Health Care. Action 1.8 Measurement and Quality Improvement. Sydney, Australian Commission on Safety and Quality in Health Care; 2019. Available at https://www.safetyandquality.gov.au/standards/nsqhs-standards/clinical-governance-standard/patient-safety-and-quality-systems/action-18 [accessed 15 April 2021]
[12] Australian Dental Association. Policy Statement 6.2 – Quality Assurance. Sydney: Australian Dental Association; 2019. Available at https://www.ada.org.au/Professional-Information/Policies/Dental-Practice/6-2-Quality-Assurance/ADAPolicies_6-2_QualityAssurance_V1.aspx [accessed 7 April 2021]
[13] National Institute for Health Research. Improving care by using patient feedback. England, National Institute for Health Research; 2019. Available at https://content.nihr.ac.uk/nihrdc/themedreview-04327-PE/Patient-Feedback-WEB.pdf [accessed 1 May 2021]
[14] Bilawka E, Craig BJ. Quality assurance in health care: Past, present and future. Int J Dent Hyg 2003; 1 159–68.
| Quality assurance in health care: Past, present and future.Crossref | GoogleScholarGoogle Scholar | 16451516PubMed |
[15] Yoo K, Gretzel U. What motivates consumers to write online travel reviews? Inf Technol Tour 2008; 10 283–95.
| What motivates consumers to write online travel reviews?Crossref | GoogleScholarGoogle Scholar |
[16] Holden A, Nanayakkara S, Skinner J, Spallek H, Sohn W. What do Australian health consumers believe about commercial advertisements and testimonials? a survey on health service advertising. BMC Public Health 2021; 21 74
| What do Australian health consumers believe about commercial advertisements and testimonials? a survey on health service advertising.Crossref | GoogleScholarGoogle Scholar | 33413201PubMed |
[17] González GZ, Klazinga N, ten Asbroek G, Delnoij DM. Performance indicators used to assess the quality of primary dental care. Community Dent Health 2006; 23 228–35.
| 17194070PubMed |
[18] Erskine R. 20 Online Reputation Statistics That Every Business Owner Needs To Know. Forbes 2017; Available at https://www.forbes.com/sites/ryanerskine/2017/09/19/20-online-reputation-statistics-that-every-business-owner-needs-to-know/?sh=4f883721cc5c
[19] Munawir M, Koerniawan MD, Dewancker BJ. Visitor Perceptions and Effectiveness of Place Branding Strategies in Thematic Parks in Bandung City Using Text Mining Based on Google Maps User Reviews. Sustainability 2019; 11 2123
| Visitor Perceptions and Effectiveness of Place Branding Strategies in Thematic Parks in Bandung City Using Text Mining Based on Google Maps User Reviews.Crossref | GoogleScholarGoogle Scholar |
[20] Kroon M, Park JS. Negative reviews online: an exploratory analysis of patient complaints about dental services in Western Australia. Aust Dent J 2021;
| Negative reviews online: an exploratory analysis of patient complaints about dental services in Western Australia.Crossref | GoogleScholarGoogle Scholar | 34877684PubMed |
[21] O’Cathain A, Murphy E, Nicholl J. The quality of mixed methods studies in health services research. J Health Serv Res Policy 2008; 13 92–8.
| The quality of mixed methods studies in health services research.Crossref | GoogleScholarGoogle Scholar | 18416914PubMed |
[22] The University of Sydney. ARIA. Sydney, The University of Sydney; 2022. Available at https://www.pocog.org.au/aria/default.aspx [accessed 14 August 2021]
[23] Australian Bureau of Statistics. Census of Population and Housing: Socio-Economic Indexes for Areas (SEIFA), Australia, 2011. Canberra, Australian Bureau of Statistics; 2018. Available at https://www.abs.gov.au/ausstats/abs@.nsf/DetailsPage/2033.0.55.0012011?OpenDocument [accessed 7 August 2021]
[24] Putri DE, Kruger E, Tennant M. Retrospective analysis of utilisation of the Australian Child Dental Benefit Scheme. Aust Health Rev 2020; 44 304–9.
| Retrospective analysis of utilisation of the Australian Child Dental Benefit Scheme.Crossref | GoogleScholarGoogle Scholar | 31648675PubMed |
[25] Brennan DS, Spencer AJ Practice activity patterns of dentists in Australia. 2016. Available at https://www.aihw.gov.au/getmedia/2099a3c3-0154-45a1-9dfe-70a693a5f027/den-148-2000-practice-activity-trends.pdf.aspx?inline=true [accessed 5 April 2021]
[26] Ali DA. Patient satisfaction in Dental Healthcare Centers. Eur J Dent 2016; 10 309–14.
| Patient satisfaction in Dental Healthcare Centers.Crossref | GoogleScholarGoogle Scholar | 27403045PubMed |
[27] Ward J, McMurray R. The unspoken work of general practitioner receptionists: A re-examination of emotion management in primary care. Soc Sci Med 2011; 72 1583–7.
| The unspoken work of general practitioner receptionists: A re-examination of emotion management in primary care.Crossref | GoogleScholarGoogle Scholar | 21501912PubMed |
[28] Kirton JA, Thompson W, Pearce M, Brown JM. Ability of the wider dental team to triage patients with acute conditions: A qualitative study. Br Dent J 2020; 228 103–7.
| Ability of the wider dental team to triage patients with acute conditions: A qualitative study.Crossref | GoogleScholarGoogle Scholar | 31980786PubMed |
[29] Burrows M, Gale N, Greenfield S, Litchfield I. Exploring the clinically orientated roles of the general practice receptionist: a systematic review protocol. Syst Rev 2017; 6 209
| Exploring the clinically orientated roles of the general practice receptionist: a systematic review protocol.Crossref | GoogleScholarGoogle Scholar | 29058637PubMed |
[30] Hopcraft M, Sanduja D. An analysis of complaints against Victorian dental care providers 2000-2004. Aust Dent J 2006; 51 290–6.
| An analysis of complaints against Victorian dental care providers 2000-2004.Crossref | GoogleScholarGoogle Scholar | 17256302PubMed |
[31] Vermaire JH, Eijkman MA. Complaints against dentists. Ned Tijdschr Tandheelkd 2001; 108 11–5.
| 11383269PubMed |
[32] Bell J, Condren M. Communication Strategies for Empowering and Protecting Children. J Pediatr Pharmacol Ther 2016; 21 176–84.
| Communication Strategies for Empowering and Protecting Children.Crossref | GoogleScholarGoogle Scholar | 27199626PubMed |
[33] Jarman R. Finetuning behaviour management in young children. Aust Fam Physician 2015; 44 896–9.
| 27054207PubMed |
[34] Dental Health Services Victoria. Dental health. Melbourne, Department of Health; 2021. Available at https://www2.health.vic.gov.au/primary-and-community-health/dental-health [accessed 15 August 2021]
[35] Victorian Agency for Health Information. Waiting time for dental services. Melbourne, Victorian Agency for Health Information; 2021. Available at https://vahi.vic.gov.au/dental-care/waiting-time-dental-services [accessed 7 March 2021]
[36] Neuwelt PM, Kearns RA, Cairns IR. The care work of general practice receptionists. J Prim Health Care 2016; 8 122–9.
| The care work of general practice receptionists.Crossref | GoogleScholarGoogle Scholar | 27477554PubMed |
[37] Dental Health Services Victoria. Specialist Dental Care. Melbourne, Dental Health Services Victoria; 2021. Available at https://www.dhsv.org.au/our-services/dental/specialist-services [accessed 4 September 2021]
[38] Lizbetin J, Bartuska L. The issue of addressing the lack of parking spaces for road freight transport in cities - a case study. Open Eng 2020; 10 209–15.
| The issue of addressing the lack of parking spaces for road freight transport in cities - a case study.Crossref | GoogleScholarGoogle Scholar |
[39] Fakis A, Hilliam R, Stoneley H, Townend M. Quantitative Analysis of Qualitative Information From Interviews: A Systematic Literature Review. J Mix Methods Res 2014; 8 139–61.
| Quantitative Analysis of Qualitative Information From Interviews: A Systematic Literature Review.Crossref | GoogleScholarGoogle Scholar |