Table 2 Distribution (%) of the answers on the organizational aspects of a general dental practice given by patients, by GDPs' estimation of patients' views, and by GDPs
Rank (domain) | Aspect | Patients | GDPs' estima- tion | GDPs | Rank (domain) | Aspect | Patients | GDPs' estima- tion | GDPs |
|---|---|---|---|---|---|---|---|---|---|
1 | Accessibility by telephone | Â | Â | 9 | Check-up of perishable goods | Â | Â | Â | |
(I) | directly | 5.1 | 10.5 | 2.0 | (V) | yes | 97.0 | 82.4 | 83.8 |
| Â | within 15 sec | 20.6 | 25.7 | 32.9 | Â | does not matter | 2.5 | 13.3 | 8.9 |
| Â | 15-30 sec | 30.1 | 37.0 | 36.5 | Â | no | 0.5 | 4.2 | 7.3 |
| Â | 30-60 sec | 28.9 | 18.2 | 21.3 | 10 | Treatment by same dental therapist | Â | Â | Â |
| Â | more than 60 sec | 4.5 | 3.5 | 3.3 | (II) | by the same person | 74.2 | 67.7 | 68.1 |
| Â | does not matter | 10.8 | 5.1 | 4.0 | Â | by someone with the same education | 8.9 | 14.3 | 4.4 |
2 | Continuing education dentist | Â | Â | Â | according to same treatment plan | 10,5 | 10.0 | 21,8 | |
(II) | yes, 0-8 hours | 5.4 | 7.9 | 4.3 | Â | does not matter | 5.5 | 5.1 | 3.4 |
| Â | yes, 8-24 hours | 17.5 | 19.1 | 29.8 | Â | no | 1.0 | 2.9 | 2.3 |
| Â | yes, 24-40 hours | 10.6 | 22.0 | 21.2 | 11 | Specialties in dental practice | Â | Â | Â |
| Â | yes, more than 40 | 3.5 | 11.6 | 6.6 | (II) | yes | 41.1 | 37.9 | 22.3 |
| Â | yes, but any length is ok | 62.4 | 36.8 | 37.7 | Â | does not matter | 40.0 | 42.8 | 29.9 |
| Â | no | 0.7 | 2.6 | 0.3 | Â | no | 18.9 | 19.3 | 47.8 |
3 | Dutch-speaking dentists | Â | Â | 12 | Information on tasks of staff | Â | Â | Â | |
(V) | yes | 97.7 | 91.3 | 98.7 | (V) | yes | 70.8 | 83.3 | 89.4 |
| Â | does not matter | 2.2 | 7.3 | 1.0 | Â | does not matter | 26.2 | 13.5 | 10.0 |
| Â | no | 0.1 | 1.4 | 0.3 | Â | no | 3.0 | 3.2 | 0.7 |
4 | In office waiting times | Â | Â | 13 | Working according to professional standards | Â | |||
(I) | none | 1.4 | 9.0 | 2.3 | (V) | yes | 58.0 | 64.9 | 82.1 |
| Â | 1-5 min | 18.5 | 28.1 | 22.2 | Â | what is a professional standard? | 41.5 | 33.7 | 17.5 |
| Â | 6-10 min | 48.3 | 33.0 | 34.4 | Â | no | 0.6 | 1.4 | 0.3 |
| Â | 11-15 min | 25.5 | 19.9 | 31.5 | 14 | Information on dental bill* | Â | Â | Â |
| Â | 16-20 min | 5.9 | 8.3 | 8.6 | (III) | treatment | 95.2 | 80.3 | 95.4 |
| Â | more than 20 min | 0.5 | 1.6 | 1.0 | Â | date | 76.4 | 73.3 | 96.0 |
5 | Information about dental services* | Â | Â | amount | 85.9 | 85.0 | 96,7 | ||
(III) | written | 48.0 | 42.2 | 72.9 | Â | payment terms | 47.9 | 48.3 | 91.4 |
| Â | internet | 37.2 | 34.8 | 41.9 | Â | name dental professional | 38.8 | 30.4 | 51.8 |
| Â | oral | 48.7 | 51.3 | 80.5 | 15 | Reminder of routine oral examination | Â | ||
| Â | does not matter | 18.2 | 15.0 | 11.6 | (III) | yes | 61.4 | 61.8 | 58.9 |
6.1 | Availability of appointments (waiting lists) | Â | Â | Â | does not matter | 20,5 | 23,4 | 17.8 | |
(I) | routine oral examination | Â | Â | Â | no | 18.1 | 14.8 | 23.2 | |
| Â | directly | 0.4 | 3.2 | 0.0 | 16 | Opening hours in the evening and/or weekends | |||
| Â | same day | 1.0 | 3.9 | 2.3 | (I) | only in the evening | 15.2 | 19.2 | 3.7 |
| Â | within 2 days | 4.4 | 6.9 | 1.3 | Â | only in the weekend | 5.5 | 8.9 | 0.7 |
| Â | within 1-2 weeks | 42.4 | 55.5 | 36.4 | Â | evening and weekend | 18.4 | 31.0 | 4.7 |
| Â | within 2-4 week | 40.7 | 24.5 | 52.3 | Â | does not matter | 16.5 | 17.8 | 7.0 |
| Â | longer than 4 weeks | 11.1 | 6.0 | 7.6 | Â | no | 44.4 | 23.1 | 84.0 |
6.2 | broken tooth | Â | Â | Â | 17 | Practice accessibility | Â | Â | Â |
| Â | directly | 6.5 | 1.8 | 1.7 | (I) | less than 2 km | 14.3 | 16.6 | 1.0 |
| Â | same day | 26.9 | 9.7 | 11.6 | Â | 2-5 km | 39.9 | 28.7 | 11.3 |
| Â | within 2 days | 33.7 | 47.6 | 51.3 | Â | 5-10 km | 27.4 | 32.8 | 20.0 |
| Â | within 1-2 weeks | 30.3 | 35.4 | 32.1 | Â | more than 10 km | 2.9 | 7.1 | 7.7 |
| Â | within 2-4 week | 1.7 | 4.8 | 3.3 | Â | does not matter | 15.5 | 14.9 | 60.0 |
| Â | longer than 4 weeks | 0.8 | 0.7 | 0.0 | 18 | Accessibility for disabled patients | Â | Â | Â |
6.3 | pain complaints | Â | Â | Â | (I) | yes | 88.2 | 66.3 | 86.8 |
| Â | directly | 18.4 | 23.0 | 14.2 | Â | does not matter | 9.3 | 23.3 | 6.6 |
| Â | same day | 61.3 | 60.4 | 78.5 | Â | no | 2.5 | 10.4 | 6.6 |
| Â | within 2 days | 15.0 | 16.2 | 6.0 | 19 | Parking spaces | Â | Â | Â |
| Â | within 1-2 weeks | 3.7 | 0.4 | 0.3 | (I) | does not matter | 23.9 | 26.3 | 13.6 |
| Â | within 2-4 week | 0.6 | 0.0 | 1.0 | Â | 1-2 places | 23.0 | 32.3 | 51.5 |
| Â | longer than 4 weeks | 1.0 | 0.0 | 0.0 | Â | more than 3 | 53.1 | 41.4 | 34.9 |
7 | Guarantee* | Â | Â | Â | 20 | Working according protocols and guidelines | Â | Â | Â |
(IV) | filling | 61.4 | 63.5 | 64.4 | (V) | yes, always | 52.7 | n/a | 33.0 |
| Â | crown | 80.4 | 72.9 | 69.3 | Â | yes, but diverge considered | 29.4 | n/a | 60.3 |
| Â | prosthesis | 69.5 | 66.6 | 57.4 | Â | does not matter | 3.8 | n/a | 2.0 |
| Â | does not matter | 7.8 | 9.1 | 12.5 | Â | unfamiliar with protocols and guidelines | 13.6 | n/a | 2.7 |
| Â | no | 2.2 | 3.4 | 16.5 | Â | no | 0.6 | n/a | 2.0 |
8 | Quality assessment | Â | Â | Â | Â | Â | Â | Â | Â |
(V) | once | 2.9 | 11.7 | 4.5 | Â | Â | Â | Â | Â |
| Â | every 6 months | 6.3 | 10.8 | 0.7 | Â | Â | Â | Â | Â |
| Â | every year | 36.8 | 31.1 | 9.2 | Â | Â | Â | Â | Â |
| Â | every 2 years | 47.7 | 30.6 | 45.2 | Â | Â | Â | Â | Â |
| Â | does not matter | 4.5 | 14.0 | 21.6 | Â | Â | Â | Â | Â |
| Â | no | 1.8 | 1.8 | 18.8 | Â | Â | Â | Â | Â |