PATIENT’S VIEWS ON ACCESS TO DENTAL CARE: A SERVICE EVALUATION TO INFORM HEALTH SYSTEMS STRENGTHENING AT KING'S COLLEGE DENTAL HOSPITAL

Abstract

Aim: To explore the views of patients who attend King’s College Dental Hospital on the current hospital service and accessibility to hospital dental services in Southeast London.

Materials and Methods: A descriptive cross-sectional study was conducted on a consecutive sample of patients (including parents of patients) over 13 weeks (April-July 2024). The study used a validated self-administered questionnaire with five domains informed by the Penchansky and Thomas model of access. The first domain examined overall satisfaction, the second examined accessibility, the third domain was on the availability of services, the fourth investigated accommodation, and the fifth collected demographic information, and additional comments from the participants. The questionnaire was piloted and tested for content validity. This service evaluation study has been approved by the King's College Hospital NHS Foundation Trust audit and service evaluation team (Reference: DENT-M-01-23).

Results: In total, 230 patients responded to the survey, of which 56% were female and 57% were adults (25-74 years old). The study found high overall satisfaction with the hospital’s services, with particular appreciation for staff and students professionalism and friendliness. However, issues related to accessibility, such as long travel times and inadequate physical infrastructure, were identified as areas needing improvement. While most patients reported satisfaction with the availability of services, concerns were noted regarding appointment scheduling and waiting times. Demographic analysis revealed variations in satisfaction levels across different groups, highlighting the need for targeted improvements in service delivery, especially regarding waiting time.

Conclusion: The findings suggest that while King’s College Dental Hospital generally receives a high satisfaction rate. There are significant areas for enhancement, particularly in accessibility and accommodation. Addressing these issues could improve the overall quality of care. Future efforts should focus on reducing travel-related barriers, optimising appointment management, and addressing infrastructure concerns to better meet patient needs and expectations.