RESUMO
Aims: Patients’ expectations are essential part of healthcare delivery system. This would definitely relate to patient satisfaction and consequently would provide a guideline for promotion of community health level. This study illustrates the non-clinical expectations of patients referred to a dental school clinic. Study Design: This is a Qualitative study. Place and Duration of Study: This study was performed in dental school of Shahid Beheshti University of Medical Sciences, for a period of three months from May to July 2015. Methodology: In this qualitative study, seventeen patients aged 18 years and older were interviewed. These patients were selected by convenient sampling method from a dental school in Tehran, Iran. The data was gathered based upon semi-structured, face-to-face, and an in-depth interview. The transcribed interview texts were analyzed according to the principals of qualitative content analysis. Results: The responses were interpreted into two main themes: “met” and “unmet” expectations. “Met expectations” included four subthemes consisting “students and staff behaviors”, “infection control”, “fees”, and “trust” in dental school clinics. “Unmet expectations” included seven subthemes consisting “length of reception process”, “waiting time”, “accessibility”, “explanation about treatment procedures”, “facilities and equipment”, “working hours of the clinic” and “insurance coverage”. Conclusion: The results highlight that there are many concerns to the eyes of healthcare receivers which should be regarded by healthcare providers and administrators. Meeting these expectations would consequently improve the oral health level of a related community.