A study of satisfaction with dental services among adults in the United Kingdom

Objectives To determine satisfaction with dental care services among the UK adult population, and to assess their knowledge regarding the dental complaints procedure. Methods A national survey involving a multi-stage random sampling procedure with face-to-face home interviews of 5,385 UK residents was conducted in 1999. Results The response rate was 69% and 3,739 adults took part in this study. Majority of people ( 89%) were satisfied with the quality of care they received. Only 2% ( 76) had actually complained, although 10% ( 388) had felt like complaining in the past. One third (32%, 1,188) did not know to whom to complain if they had a problem. Among those who knew whom to contact, over a third (36%, 1,359) would contact somebody outside the practice, while another third (31%, 1,169) would contact their dentist or dental practice. Conclusion Overall most people are satisfied with the quality of dental care they receive. However, 2% have complained and 10% have felt like complaining about their dentist/dental care. In general, knowledge of the complaints procedure and whom to contact appears fragmented.