Developing a child patient satisfaction survey: a quality improvement project
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ORIGINAL SCIENTIFIC ARTICLE
Developing a child patient satisfaction survey: a quality improvement project A. Alazmah1,2 · S. Parekh2 · S. Bhatia3 · P. Ashley2 Received: 7 December 2019 / Accepted: 11 September 2020 © European Academy of Paediatric Dentistry 2020
Abstract Aim To develop a child-centred patient satisfaction questionnaire for use in an Outpatient Paediatric Dental Department. Method Data from patient satisfaction interviews was used to develop a child satisfaction questionnaire, which was used in two different centres after piloting. Results The final questionnaire contained 7 questions and a comments section, using writing and facial images used to record children views. The questionnaire was distributed to 203 children; 95% were happy or okay with the waiting area, 69% were happy about seeing the dentist and 77% children were happy overall. Conclusion Measures of satisfaction of children with regard to dental treatment were very different from those commonly used for adults. Further development and implementation of child satisfaction surveys should be considered. Keywords Paediatric dentistry · Child · Patient participation · Qualitative research · Questionnaires
Introduction The aim of The Healthcare Quality Improvement Partnership (HQIP), which is led by members of the Academy of Medical Royal Colleges, National Voices, and the Royal College of Nursing, is to promote quality in health care (Dixon 2013). Patient feedback is needed to apply these standards and to ensure they are met. The views of children are often ignored, and current UK policies have made it a priority for service providers to listen to children’s opinions. These include their experience about treatment provided to them and services related directly to them (Department of Health, 2013). Previous surveys have explored parent satisfaction in paediatric dental departments, including reception area, waiting time, paediatric dental unit, the dentist, the dental assistant, * A. Alazmah [email protected] 1
Present Address: Department of Preventive Dental Science, College of Dentistry, Prince Sattam Bin Abdulaziz University, Al‑Kharj, Saudi Arabia
2
Department of Paediatric Dentistry, Eastman Dental Hospital, University College London, London, UK
3
University Dental Hospital, School of Dentistry, Cardiff University, Cardiff, UK
information and explanation provided, parental involvement, and overall care (Bhatia et al. 2012). But there have been no validated questionnaires to measure children’s satisfaction as service users, in terms of dental services and preventive interventions (Morgan et al. 2014). In medicine, recent examples seeking children’s views have used questionnaires to measure children views and feedback. Two of these questionnaires were developed by modifying the adult version (Attwood et al. 2014; Care Quality Commission 2015). The survey developed by the Royal College of Paediatric and Child Health in 2012; ‘Patients Reported Experience Measure for Paediatric Patients in Urgent and Emergency C
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