A modern dental clinic contrasted with an older, less equipped clinic, symbolizing the quality gap in dental care.

Is Your Dentist's Office Up to Par? How Nigerian Patients Rate Their Dental Care

Jordan Keane in Health & Wellness November 2025 • 4 min read.

"Discover the gaps in dental service quality in Nigeria and what patients really expect from their care, from cleanliness to communication."

In today's world, people seeking dental care have high expectations. They want quality service, a clean environment, and a dentist who truly cares. It's not just about fixing teeth; it's about the entire experience. This is especially true in urban communities where people are more aware of what good dental care should look like.

Many studies look at patient satisfaction, but it’s equally important to understand the quality of care itself. One way to measure this is by looking at the 'quality gap' – the difference between what patients expect and what they actually experience. Understanding this gap can help dental clinics improve their services and better meet patient needs.

A recent study in Nigeria decided to take on this challenge. Researchers wanted to find out what patients in a government-owned dental clinic thought about the quality of their care. They used a tool called SERVQUAL to assess service quality. It looks at things like the clinic's appearance, the reliability of the staff, how responsive they are, how confident they make patients feel, and how much they show they care.

What Nigerian Patients Expect from Their Dental Visits

A modern dental clinic contrasted with an older, less equipped clinic, symbolizing the quality gap in dental care.

The study involved asking patients to fill out a questionnaire about their expectations and perceptions of the dental services they received. The questionnaire covered various aspects of the clinic, from the cleanliness of the environment to the staff's ability to provide pain-free treatment. In total, 112 questionnaires were analyzed to uncover key insights.

Here's what the study revealed about patient expectations:

Cleanliness is Key: Patients placed the highest importance on neatness and the overall appearance of the clinic.
Supportive Staff: They also valued whether the dental staff received adequate support from their employers to do their jobs effectively.
Knowledge and Politeness: Patients expected the dental staff to be knowledgeable and polite.
Feeling Safe: They wanted to feel safe and secure during their interactions with the dental staff.
Pain-Free Treatment: While still important, patients had the lowest expectations for pain-free treatment, relatively speaking.

When it came to what patients actually experienced, the results painted a slightly different picture. While patients generally perceived the dental staff to be knowledgeable and neat, they had lower perceptions of the clinic in terms of providing personal attention and adequate support to staff.

Bridging the Quality Gap: Key Takeaways for Dental Clinics

The study revealed significant gaps in assurance and tangibles. This highlights the need for Nigerian government-owned dental clinics to prioritize these areas to improve patient perceptions. By focusing on creating a clean, modern environment, ensuring staff are well-supported, and building patient confidence through clear communication and a caring attitude, clinics can bridge the quality gap and deliver a better overall experience.

About this Article -

This article was crafted using a human-AI hybrid and collaborative approach. AI assisted our team with initial drafting, research insights, identifying key questions, and image generation. Our human editors guided topic selection, defined the angle, structured the content, ensured factual accuracy and relevance, refined the tone, and conducted thorough editing to deliver helpful, high-quality information.See our About page for more information.

This article is based on research published under:

DOI-LINK: 10.5430/jha.v3n6p20, Alternate LINK

Title: Patient Assessment Of The Quality Of Dental Care Services In A Nigerian Hospital

Subject: Rehabilitation

Journal: Journal of Hospital Administration

Publisher: Sciedu Press

Authors: Ezekiel Taiwo Adebayo, Bola Ayodele Adesina, Lilian Ejije Ahaji, Nurudeen Ayoola Hussein

Published: 2014-09-16

Everything You Need To Know

What exactly is the 'quality gap' in the context of the study, and why is it important?

The 'quality gap' refers to the difference between what patients anticipate from their dental care experience and what they actually receive. It is important because understanding this gap helps dental clinics in Nigeria to identify areas where they are falling short in meeting patient needs. Addressing this gap, as demonstrated by the study, allows clinics to improve services and enhance patient satisfaction. Focusing on areas such as 'assurance' and 'tangibles' can significantly improve how patients perceive the quality of care.

What is SERVQUAL, and how was it used in the study?

SERVQUAL is a tool used in the study to assess the quality of dental service in Nigeria. It measures several dimensions of service quality, including the clinic's appearance (tangibles), staff reliability, responsiveness, assurance (staff's confidence and ability to instill trust), and empathy (caring shown by the staff). Utilizing SERVQUAL helps researchers identify specific areas where dental clinics excel and where they need improvement from the patients' perspective. The application of SERVQUAL is key to understanding patient satisfaction and highlighting areas for improvement within these clinics.

What are the key expectations of Nigerian patients regarding dental care, according to the study?

The study's findings indicate that patients in Nigerian dental clinics prioritize cleanliness and the overall appearance of the clinic the most. They also highly value staff support, staff knowledge and politeness, and feeling safe during their visits. While pain-free treatment is important, it ranks lower in expectations compared to other factors. Prioritizing 'cleanliness' and a positive 'appearance' is a fundamental aspect for Nigerian patients. The staff's approach, including 'knowledge' and 'politeness', greatly influences patient perceptions, and these are essential for bridging the 'quality gap'.

What were the main findings of the study regarding the discrepancies between patient expectations and experiences, and why are these discrepancies significant?

According to the research, the study analyzed patient expectations against their actual experiences, revealing that 'assurance' and 'tangibles' had significant gaps. This means patients' expectations for a clean and modern environment ('tangibles') and the staff's ability to build confidence and trust ('assurance') were not fully met. This is crucial for Nigerian government-owned dental clinics because addressing these gaps can substantially boost patient satisfaction. Improvement in these areas requires that clinics prioritize creating a clean and modern environment and ensuring staff are well-supported to enhance patient experiences.

Based on the study, what specific steps should Nigerian dental clinics take to improve patient satisfaction and close the 'quality gap'?

To enhance patient satisfaction and bridge the 'quality gap', Nigerian dental clinics should focus on several key areas. First, clinics should prioritize creating a clean and modern environment, as 'cleanliness' is highly valued by patients. Second, ensure that the staff receives adequate support from their employers. This will facilitate their ability to provide quality care. Furthermore, clinics should focus on building patient confidence through clear communication and a caring attitude, particularly focusing on 'assurance'. By focusing on these areas, clinics can improve the overall patient experience.