Overview

Patients visit dental clinics with expectations shaped by beliefs, culture, and online information. This study assessed expectations, perceptions, and satisfaction among 330 patients at a tertiary dental hospital in Shimla from August to October 2023. A validated questionnaire was used, with Likert-scale items adapted from Babakus and Mangold (expectation, perception) and Hawthorne et al. (satisfaction). Results showed high overall expectations and perceptions, especially for dentists' knowledge and staff neatness. Lower expectations were noted for pain-free treatment, and billing received less favorable perception. Patients were more satisfied when they felt respected, but less so when it came to the time spent, explanations, and treatment options. Female patients reported higher scores across domains, though age and gender differences were not statistically significant. The findings indicate good overall satisfaction but highlight the need for improved communication and transparency to enhance the patient experience further.

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