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dc.contributor.authorLarsen, Maria
dc.contributor.authorHolde, Gro Eirin
dc.contributor.authorJohnsen, Jan-Are Kolset
dc.date.accessioned2022-02-16T14:43:03Z
dc.date.available2022-02-16T14:43:03Z
dc.date.issued2021-12-07
dc.description.abstract<b>Objective</b> <br>Mapping key themes that characterize challenging and positive encounters in dental practice using online reviews of patient satisfaction. <br><b>Materials and methods</b> <br>11,764 online patient reviews of dental encounters, consisting of an overall satisfaction rating (1–5 stars) and a free-text response, were collected from the web-site Legelisten.no. The reviews were split into two sets: reviews from patients with low satisfaction (1–2 stars) representing challenging encounters vs. patients with high satisfaction (4–5 stars) representing positive encounters. A qualitative thematic analysis was used to analyse the text materials in the datasets. <br><b>Results</b> <br>Five key themes to both challenging and positive patient encounters were identified: (1) Interpersonal factors, (2) Patient factors, (3) Dentist factors, (4) Situational factors, and (5) Consequences. These themes are discussed in light of their role in challenging and positive patient encounters, as well as previous studies of online reviews and patient satisfaction. <br><b>Conclusions</b> <br>Based on the patients’ experiences with dental encounters, challenging encounters seem to arise when dentists’ personality traits and communication skills fail to match the patients’ expectations or preferences. It appears central to patient satisfaction that dentists are able to shift between different communication styles in order to adapt to the personality and preferences of the patients.en_US
dc.identifier.citationLarsen, Holde GE, Johnsen JAK. Challenging encounters in clinical dentistry: a qualitative study investigating online reviews of patient satisfaction with Norwegian dentists. Acta Odontologica Scandinavica. 2021en_US
dc.identifier.cristinIDFRIDAID 1965914
dc.identifier.doi10.1080/00016357.2021.2009909
dc.identifier.issn0001-6357
dc.identifier.issn1502-3850
dc.identifier.urihttps://hdl.handle.net/10037/24074
dc.language.isoengen_US
dc.publisherTaylor and Francisen_US
dc.relation.journalActa Odontologica Scandinavica
dc.rights.accessRightsopenAccessen_US
dc.rights.holderCopyright 2021 The Author(s)en_US
dc.titleChallenging encounters in clinical dentistry: a qualitative study investigating online reviews of patient satisfaction with Norwegian dentistsen_US
dc.type.versionpublishedVersionen_US
dc.typeJournal articleen_US
dc.typeTidsskriftartikkelen_US
dc.typePeer revieweden_US


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