Patient Satisfaction with Services in a University Oral and Maxillofacial Surgery Clinic during the First Wave of COVID-19 Pandemic

Abstract

Ab s t r ac t Aim: This study aimed to assess patient satisfaction with the services provided by a University Oral and Maxillofacial Surgery Clinic in Bangkok, Thailand, during the first wave of the COVID-19 pandemic. Materials and methods: This cross-sectional study was conducted between 5th October and 15th December 2020. Data were collected using a validated patient satisfaction questionnaire through a telephone survey administered by a trained interviewer who had not previously interacted with the patients. Descriptive statistical analysis, Mann–Whitney U test, Pearson’s Chi-squared test, and binary logistic regression were performed to analyze the data. Results: One hundred and sixty patients were recruited by means of consecutive sampling, of the 88 (54.82%) agreed to and completed a telephone interview. Mann–Whitney U test analysis revealed a statistically significant association between age and patient satisfaction, with patients aged >44 years having higher mean scores of satisfaction level than younger patients (p-value = 0.029). The bivariate regression model also indicated a statistically significant association between age and patient satisfaction, with older patients being 60.3% and 61.8% more likely to report a high level of satisfaction with the telephonic triage (p = 0.044) and postoperative instructions/recommendations, respectively (p = 0.043). However, the multivariate regression model revealed no significant associations. Conclusion: Overall, our findings warrant incessant development of patient management protocol interventions to ensure patient satisfaction and service quality amidst the pandemic. Clinical Significance: This study highlights the need for various triage and communication methods for different age groups of patients, that aim to increase their satisfaction level by maintaining the quality of services provided to them during the COVID-19 pandemic.