ABSTRACT
Background In order to comply with clinical governance requirements and receive payments under the Qualities and Outcomes Framework, GPs are required to undertake an annual survey of patient experience using a validated assessment tool. Dentists, in contrast, have embryonic clinical governance structures. The provision of quality dental services was identified in NHS Dentistry: Options for Change as a priority for the future. In anticipation of the PCT role in commissioning quality NHS dental care, Croydon PCT has developed an instrument to examine various aspects of the patient experience. Methods A review of existing literature identified five generic dimensions of patient satisfaction with dental care: technical competence, interpersonal factors, convenience, costs and facilities. The dental practice assessment questionnaire was developed to cover all of these dimensions using a number of validated measures and modified questions. A small scale pilot was undertaken before the questionnaire was sent to a 10% random stratified sample of the PCT population. Results Validation analyses were undertaken in conjunction with the GKT Dental Institute. Cronbach's alpha demonstrated very high levels of internal consistency, and factor analysis and correlation coefficients demonstrated high levels of factorial and concurrent validity respectively. Subgroup analysis revealed differences in reported satisfaction by age and ethnic group, and that those who attend because of pain or a dental emergency are generally less satisfied with the care they receive. These results are consistent with previous research findings. Conclusion The dental practice assessment questionnaire is a valid and consistent measurement tool. Its use could be extended across the NHS without difficulty.