Assessment of Patient Satisfaction Level to Dental Health Care Services in Indonesia

Abstract Objective: To know the level of patient satisfaction with dental healthcare services in Bantaeng, Indonesia. Material and Methods: This pilot pathfinder survey was conducted at Dental and Oral Health Services in Bantaeng and Pa'jukukang Sub-districts of Bantaeng Regency of South Sulawesi Indonesia. The Short-Form Patient Satisfaction Questionnaire (PSQ-18) scaled was used and it consists of 18 questions and seven subscales. The t-test and ANOVA were used with a significance level set at 5% (p<0.05). Results: The female participation (72.8%) was greater than the male (27.2). Regarding age, 74.6% were <40 years, 21.1% were between 40-60 years old and 4.4% were over 60 years old. On the subscale of technical quality, there was significant value in the age variable (p=0.45), education level (p=0.031), job (p=0.026), waiting time (p=0.46), distance to dentist=0.026), and location (p=0.007). There were significant values on the interpersonal aspect subscale that were present at age (p=0.016), education level (p=0.038), and occupation (p=0.007). The highest satisfaction score was found on the technical quality subscale (13.04 ± 1.75) and the lowest satisfaction score was seen on the general satisfaction subscale (4.11 ± 1.75). There was a significant difference between the value of patient satisfaction with age, education, and occupation. Conclusion: Patients from the District Bantaeng and Pa'jukukang Bantaeng regency of South Sulawesi were more satisfied with the service provided. The highest satisfaction score was found on the technical quality subscale and the lowest satisfaction score was found in the general satisfaction subscale (AU).

Factors Affecting Dental Center Service Quality in Indonesia

Objective: To identify factors affecting dental center service quality in Bantaeng Regency, Indonesia. Material and Methods: This study used a pilot pathfinder design and analysed a sample of 114 subjects. Data were collected using a questionnaire designed for the study based on model of service quality which consists of two parts: the subject's demographic characteristics and a 30 item questionnaire to measure the five dimensions of the service quality, include tangibility (7 question), reliability (9 question), responsiveness (6 question), assurance (4 question) and empathy (4 question). Five points Likert Scale were used to evaluate all dimension in questionnaire (1= strongly disagree, 5=strongly agree). The data were analyzed using SPSS 24.0 and Amos 18.0 to get the mean, standard deviation and confirmatory factor. Results: The most important thing of each dimensions were "the clinic employees should be clean, neat, tidy and appropriate to their professions"(4.08) on tangibility, "The dentist should give patients useful and necessary advice for preventing them from other diseases" (4.12) on reliability, "A secretary should always be accountable for arranging the time of treatment session by phone or in person" (4.06) on responsiveness, "In a good dental clinic, the employees should always behave towards patients with respect and courtesy and ensure their privacy" (4.11) on assurance and "The clinic employees should pay particular attention to each patient's costs of dental services and should be assured that they are affordable for patients" (4.22) on empathy. Results showed that tangibility, reliability, and assurance have the highest effect on dental service quality in Bantaeng District. Meanwhile, the responsiveness dimensions have the lowest effects. Conclusion: Assurance, reliability, tangibility/physical condition are the factors affecting dental service quality in Bantaeng Regency.

Relationship Between Health Service Access to Dental Conditions in Urban and Rural Areas in Indonesia

Objective: To determine relationship between access to dental health services with dental health conditions of adult communities in urban areas represented by Somba Opu and rural districts represented by Patalassang subdistrict in Gowa subdistrict. Material and Methods: This was pilot pathfinder survey, conducted in Gowa District in April 2018 with 420 subjects. Data were collected using a CoHRE questionnaire. Information regarding gender, age and location (rural and urban), transportation (public and private), toothache in past one year, dental treatment in past one year, dental treatment frequency (regular and irregular), smoking, alcohol consumption, routine activity, drugs intake, oral problems, driving car, distance to health facility (near and far) were collected. The number of teeth was dichotomized to less than 20 and 20 or more. Data were analyzed using Chi-square test and the level of significance was set at 5%. Results: In the urban area there was an association between routine activities with dental health conditions (p=0.002). There is no significant association between distance or access to health care facility with dental condition in adult society in urban area (p>0.05). In rural area there is a significant association between distance or access to health care facility with dental condition (p=0.046). Conclusion: There is an association between access to dental health services with dental health conditions of adult communities in urban areas represented by Somba Opu and rural disparities represented by Patalassang subdistrict in Gowa district.