Document Type : Original Article
Authors
- Pooya Javaherchian 1
- Mostafa Azimzadeh 2
- Mohammad Hossein Shojaei 2
- Seyed mostafa Mahmoudi 3
- Mehdi Tabrizizadeh 4
1 Department of Pharmacognosy, Faculty of Pharmacy and Pharmaceutical Sciences Research Center, Shahid Sadoughi University of Medical Sciences, Yazd, Iran
2 Dentist, School of Dentistry, Shahid Sadoughi University of Medical Sciences, Yazd, Iran
3 Department of Oral and Maxillofacial Pathology, School of Dentistry, Shahid Sadoughi University of Medical Sciences, Yazd, Iran
4 Professor, Department of Endodontics, School of Dentistry, Shahid Sadoughi University of Medical Sciences, Yazd, Iran
Abstract
Background: An upward trajectory in patient complaints against dentists has been observed globally, necessitating an examination of the underlying causes of dissatisfaction, particularly from the perspective of practitioners. Forensic data from Iran in 2019 indicated a 64% conviction rate in dental malpractice cases, underscoring the significant litigation burden within dentistry. Although previous investigations have predominantly centered on patient viewpoints, the present study addresses this disparity by exploring the experiences of dentists.
Methods: A qualitative descriptive phenomenological study was undertaken in Yazd, Iran, spanning April to November 2022. Eleven dentists, comprising 7 generalists and 4 specialists, were purposively selected for participation. Data were collected through semi-structured interviews and subjected to content analysis within a phenomenological framework, with themes derived via iterative coding. Rigor was maintained through member-checking and expert review processes.
Results: Five primary sources of patient dissatisfaction were identified: procedural gaps (e.g., equipment deficiencies resulting in infections), behavioral gaps (e.g., suboptimal communication or patient non-compliance), advertising gaps (e.g., unrealistic expectations stemming from exaggerated claims), perceptual gaps (e.g., discrepancies in perceived competence), and inferential gaps (e.g., misinterpretation of post-treatment discomfort). Non-technical elements, particularly communication, were found to supersede procedural shortcomings, a finding consistent with international observations .
Conclusions: Dentists’ experiences with patient dissatisfaction, best captured through in-depth interviews, stem from procedural, behavioral, advertising, perceptual, and inferential gaps. Upgrading clinical infrastructure, enhancing communication training, and improving patient education are proposed to align expectations and reduce complaints. Though Yazd-specific, the findings suggest broader applicability, and further studies are recommended to evaluate these interventions for improving dental practice and trust globally.
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