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Table 1 Description of SERVQUAL and DSQ

From: Patient perceptions in quality of care: report from university veterans clinic

SERVQUAL

Items**

Empathy (5 sub-scales)

1. My dental student clearly explained all treatment

2. The assistant director gave explanation related to administration procedures.

3. The dental student gave personal attention in listening to the patient’s complaint.

4. Assistant director gave personal attention to registration procedures.

5. The dental student was knowledgeable regarding the patient’s needs for the treatment.

Responsiveness

1. The assistant director responded promptly to long time waiting.

2. The assistant director responded promptly to issues or concerns related to care.

3. The assistant director responded promptly to issues or concerns related to delays in care.

DSQ

Items

General Satisfaction

There are things about the dental care I receive at the CU Heroes Clinic that could be better.*

Quality of care

1. Colorado University Heroes Clinic dental students are very careful to check everything when examining their patients.

2. Colorado University Heroes Clinic dental students always treat their patients with respect.

3. Colorado University Heroes Clinic dental students are not as thorough as they should be. *

4. Dental students usually explain what they are going to do before they begin treatment.

5. The Colorado University Heroes Clinic is very modern and up to date.

6. Dental students should do more to keep people from having problems with their teeth.*

Pain Management

1. Sometimes I avoid going to the dental student because it is so painful. *

2. Colorado University Heroes Clinic dental students should do more to reduce pain. *

3. I am not concerned about feeling pain when I go for dental care at Colorado University Heroes Clinic.

Availability/Convenience

1. One of the reasons I come to the Colorado University Heroes Clinic is because there are not enough dentists in my area.*

2. Colorado University Heroes Clinic Dental Clinic is very conveniently located.

Accessibility

1. It is hard to get an appointment at the Colorado University Heroes Clinic for dental care right away.*

2. Office hours at the Colorado University Heroes Clinic are good for most people.

  1. SERVQUAL Service Quality Measures
  2. DSQ Dental Satisfaction Questionnaire
  3. * Denotes negative direction of scoring
  4. **Five response choices accompanies each item: strongly agree, agree, not sure, disagree and strongly disagree. These responses are coded 1,2,3,4,5 for items with negative direction of scoring and 5,4,3,2,1 for those with positive scoring. A higher score on all scales indicates greater satisfaction