Influence of orthodontic caregiver behaviour on the perceived satisfaction of patients during orthodontic treatment.

Abstract

Influence of orthodontic caregiver behaviour on the perceived satisfaction of patients during orthodontic treatment. Dr. F.J. du Raan M.Sc. (Orthodontics) thesis, Department of Orthodontics, University of the Western Cape. In this thesis I interviewed patients that are busy with orthodontic treatment, as well as those that have undergone orthodontic treatment at the department of Orthodontics at the University of the Western Cape, with the aid of four questionnaires. Patients completed questionnaires to provide general and demographic information, quantify their satisfaction with the orthodontic treatment process, their perception of the orthodontic clinician's behavioural traits and lastly they completed the NEO-FFI personality questionnaire to determine their own personality profile. All these questionnaires were used in previous studies, or they were slightly modified to be applicable to orthodontics. The information gained was used to determine if there are correlations between the patient’s perceived satisfaction of the treatment process with patient specific treatment variables (as acquired from the General information and Demographics Questionnaire ), demographic factors, clinician's behavioural traits and patient specific personality traits and any combination of the above mentioned. We wanted to determine which behavioural traits of the orthodontic caregiver influences the perceived satisfaction with the treatment to the greatest extent. Furthermore, we wanted to determine if certain personality traits of the patients would influence their perceived satisfaction with the treatment process or their perception of the clinician's behavioural traits. The only aspect from the General Information and Demographics Questionnaire that had any correlation to satisfaction with the treatment process or the perception of the clinician's behavioural traits, was whether the patient was treated by a single registrar or multiple registrars. Patients treated by multiple clinicians had a lower average score for satisfaction and orthodontist behaviour. Results from the study shows that all the clinician's behavioural traits do have statistically significant influence on the perceived satisfaction with the treatment process, but certain behavioural traits have a greater influence. Result showed Empathy and Care to have the strongest influence on perceived satisfaction, whereas Motivation has the lowest influence. The NEO-FFI personality questionnaire was used to register each patient's personality profile. Scoring for the following personality traits created the personality profile: Neuroticism, Extraversion, and Openness to Experience, Conscientiousness and Agreeableness. Patient personality profiles were shown to have no significant influence on the patient's perceived satisfaction with the treatment process.Neuroticism was shown to have a weak negative correlation with the Professionalism sub-category of the Orthodontic Clinician Behaviour Questionnaire. Conscientiousness has been shown to have a weak positive correlation with all categories of the Orthodontic Clinician Behaviour Questionnaire It is put forth by the researcher that more time and effort has to be put into improving all aspects of the clinician's behaviour, as it will positively influence the perceived satisfaction of the orthodontic treatment process.Even though there are no significant correlations, patients needs to be screened to determine their personality profiles, as this may lead to slight improved scoring on certain behavioural aspects which may in turn lead to greater patient satisfaction. It may be especially worthwhile to recognise the neurotic patient and treat them on a more personal level, as this may improve their overall satisfaction.