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Article: Volume 44 Number 1 Page 75 - January 2017

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  Dent Update 2017; 44: 75-79

General Practice:  Serving the Customer – Do Patient Feedback and Questionnaires Improve Quality?

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Abstract: This review article aims to analyse whether patient feedback and questionnaires improve quality of care. It is recognized that patients cannot assess the medical competence of the clinician, yet patient experience provides an insight into the process of care through the patients’ eyes. Patient experience measures are more reliable for use to assess quality than patient satisfaction surveys. It is inappropriate to use patient satisfaction surveys as a basis for remuneration of dentists within the NHS. Patient Reported Outcome Measures (PROMs) have been a successful measure of patient experience in medicine and their introduction to dentistry needs to be considered.

Clinical relevance: This article will enable clinicians to understand the importance of patient experience measures as a more reliable way of improving the quality of clinical care than patient satisfaction surveys.

Author notes: Asma Keshtgar, BDS, MJDF, Dentist, London and Len D’Cruz, BDS, LDS RCS, MFGDP LLM, DipFOd, PGC Med Ed, General Dental Practitioner, Woodford Green, Essex, UK. (a_keshtgar@hotmail.com)