Patient satisfaction, willingness to revisit, and implications for dental clinic education: service quality perception in Jeddah, KSA – BMC Oral Health

Report on Service Quality in Saudi Arabia’s Dental Sector and its Alignment with Sustainable Development Goals

1.0 Introduction: Vision 2030 and the Sustainable Development Agenda

Saudi Arabia’s Vision 2030 initiative represents a strategic framework for national development, closely aligning with the United Nations’ Sustainable Development Goals (SDGs). A primary objective is to increase the private sector’s contribution to the gross domestic product (GDP) from 40% to 65% by 2030. This goal directly supports SDG 8 (Decent Work and Economic Growth) by fostering economic diversification and reducing reliance on an oil-based economy. The initiative also embodies the principles of SDG 17 (Partnerships for the Goals) through its emphasis on collaborative endeavors between governmental and private sectors to stimulate sustainable economic growth.

The health sector is identified as a critical component in achieving these targets, contributing to both economic growth and the advancement of SDG 3 (Good Health and Well-being). The sustainability and expansion of health-related enterprises, particularly dental clinics, are contingent upon market development and patient satisfaction. This report analyzes the factors influencing patient satisfaction in the Saudi dental sector, framing the discussion within the context of the SDGs.

2.0 The Dental Care Market: Economic Growth and Health Outcomes

The dental care market in Saudi Arabia is a significant contributor to the health sector’s role in national development. Its growth trajectory reflects progress towards building resilient health infrastructure, a key target of SDG 3 and SDG 9 (Industry, Innovation, and Infrastructure).

• Market Valuation (2022): Approximately $287.04 million.
• Projected Valuation (2030): An anticipated increase to $489.51 million.
• Compound Annual Growth Rate (CAGR): A projected 7.9%.

This growth is fueled by national initiatives that attract tourism and an expanding expatriate population, further stimulating economic activity in line with SDG 8. However, the sector faces challenges related to service quality, pricing, and insurance, which must be addressed to ensure equitable access to care, a cornerstone of SDG 3.

3.0 Framework for Assessing Service Quality: The SERVQUAL Model

To ensure the dental sector’s growth is sustainable and contributes effectively to SDG 3, a robust framework for measuring service quality is essential. The SERVQUAL model provides a structured approach to evaluating patient perceptions across five critical dimensions. The application of this model allows healthcare providers to identify areas for improvement and ensure services are patient-centered, reliable, and effective.

1. Tangibility: The physical appearance of facilities, equipment, and staff. This relates to the infrastructure component of SDG 9 and patient confidence in care quality under SDG 3.
2. Reliability: The ability to perform the promised service dependably and accurately. This builds trust and ensures consistent health outcomes, central to SDG 3.
3. Responsiveness: The willingness to help patients and provide prompt service. Efficient service delivery is crucial for effective health systems (SDG 3).
4. Assurance: The knowledge, courtesy, and ability of staff to inspire trust and confidence. This is fundamental to providing quality healthcare.
5. Empathy: The provision of caring, individualized attention to patients. A compassionate approach to healthcare is a vital aspect of promoting well-being under SDG 3.

4.0 Analysis of Patient Satisfaction and Service Quality Dimensions

A review of existing research reveals multifaceted determinants of patient satisfaction in Saudi Arabia’s dental sector, each linking to the broader goals of sustainable development.

4.1 Core Drivers of Patient Satisfaction

• Quality of Care: Identified as the primary motivator for seeking treatment, directly impacting the achievement of SDG 3.
• Staff Performance and Communication: The amiability, understanding, and communication skills of dentists and staff are consistently linked to higher satisfaction, reinforcing the need for a well-trained and empathetic healthcare workforce.
• Efficiency and Accessibility: Delays in treatment, extended waiting times, and clinic accessibility negatively impact patient satisfaction. Addressing these issues is crucial for building the effective and accountable institutions envisioned in SDG 16 (Peace, Justice, and Strong Institutions) within the healthcare context.
• Empathy and Trust: Empathy has a significant impact on satisfaction, willingness to revisit, and the overall physician-patient relationship. Fostering trust is essential for long-term patient engagement and positive health outcomes (SDG 3).

4.2 Influence of Sociodemographic Factors

Research indicates a correlation between patient satisfaction and demographic factors, highlighting the intersection of different SDGs.

• Education Level: A notable correlation exists between a patient’s level of education and their satisfaction, suggesting that progress in SDG 4 (Quality Education) can empower individuals to better assess and advocate for quality health services, thereby driving improvements in SDG 3.
• Age and Gender: While some studies found no effect from gender or socioeconomic status, others noted correlations with age, indicating a need for tailored service delivery to meet the diverse needs of the population.

4.3 National Initiatives for Quality Improvement

The Saudi Ministry of Health’s Patient Experience Measurement Program is a key initiative that supports the SDGs. By enabling patients to evaluate services, it promotes transparency and accountability, aligning with SDG 16. This feedback mechanism is vital for continuous quality improvement and ensuring that healthcare services remain responsive to patient needs, directly contributing to SDG 3.

5.0 Conclusion and Strategic Implications for Sustainable Development

The enhancement of service quality in Saudi Arabia’s dental sector is integral to the achievement of Vision 2030 and multiple Sustainable Development Goals. Patient satisfaction serves as a critical indicator of success, reflecting the effectiveness of healthcare delivery and contributing to the economic vitality of the private sector.

The findings confirm that a holistic approach focusing on the SERVQUAL dimensions—particularly quality of treatment, reliability, assurance, and empathy—is essential. By addressing these factors, dental service providers can improve patient outcomes, foster loyalty, and support the nation’s development agenda.

Moving forward, strategic focus should be placed on:

1. Investing in Human Capital: Continuous training for dental staff in communication and empathy to enhance the patient experience, contributing to both SDG 3 and SDG 8.
2. Strengthening Infrastructure: Improving the physical environment (tangibility) and operational efficiency (responsiveness) of clinics to meet patient expectations, in line with SDG 9.
3. Leveraging Partnerships: Continuing the public-private collaboration model (SDG 17) to drive innovation and quality standards across the healthcare sector.
4. Empowering Patients: Utilizing feedback programs to ensure services are patient-centered, promoting accountability and progress towards SDG 3 and SDG 16.

By aligning the growth of the dental industry with the principles of the SDGs, Saudi Arabia can ensure the development of a resilient, high-quality healthcare system that promotes well-being and contributes to sustainable economic prosperity.

Analysis of Sustainable Development Goals in the Article

1. Which SDGs are addressed or connected to the issues highlighted in the article?

The article addresses and connects to several Sustainable Development Goals (SDGs) through its discussion of Saudi Arabia’s Vision 2030, the growth of the private health sector, and the focus on service quality and patient satisfaction in dental care. The following SDGs are relevant:

1. SDG 3: Good Health and Well-being
   • The core subject of the article is the health sector, specifically dental care services in Saudi Arabia. It extensively discusses the quality of healthcare, patient satisfaction, accessibility of services, and the factors that contribute to a positive patient experience (e.g., empathy, reliability, responsiveness). This directly aligns with the goal of ensuring healthy lives and promoting well-being for all.
2. SDG 8: Decent Work and Economic Growth
   • The article frames the discussion within the context of Saudi Arabia’s Vision 2030, which aims to “improve the private sector’s participation to the gross domestic product (GDP) from 40 to 65% by 2030.” This highlights a focus on economic diversification and growth. The projected increase in the dental care market’s valuation from “$287.04 million in 2022” to “$489.51 million by 2030” is a clear example of economic growth within a specific sector. The emphasis on the “sustainability and growth of these health-related businesses” also connects to this goal.
3. SDG 17: Partnerships for the Goals
   • The article explicitly states that the Vision 2030 initiative is a “collaborative endeavor between the private and governmental sectors.” This points directly to the importance of public-private partnerships in achieving national development and economic goals, which is the essence of SDG 17.

2. What specific targets under those SDGs can be identified based on the article’s content?

Based on the article’s content, the following specific SDG targets can be identified:

1. Under SDG 3 (Good Health and Well-being):
   • Target 3.8: Achieve universal health coverage, including financial risk protection, access to quality essential health-care services and access to safe, effective, quality and affordable essential medicines and vaccines for all.
     
     The article’s extensive focus on improving the quality of dental services, measuring patient satisfaction, and addressing challenges like “price sensitivity, and insurance availability” directly relates to providing access to quality essential healthcare. The use of the SERVQUAL model to assess and enhance service quality is a clear effort towards this target.
2. Under SDG 8 (Decent Work and Economic Growth):
   • Target 8.2: Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors.
     
     The article highlights Saudi Arabia’s strategic effort to diversify its economy “away from an oil-based economy” by growing sectors like healthcare. The growth of the dental care market is a specific example of diversification into a high-value-added service sector.
   • Target 8.3: Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises…
     
     The discussion on the “sustainability and growth of these health-related businesses, coupled with the emergence of new entrants into the market” aligns with this target. Dental clinics are typically small to medium-sized enterprises, and fostering their growth contributes to market development and entrepreneurship.
3. Under SDG 17 (Partnerships for the Goals):
   • Target 17.17: Encourage and promote effective public, public-private and civil society partnerships, building on the experience and resourcing strategies of partnerships.
     
     The article’s opening statement describing Vision 2030 as a “collaborative endeavor between the private and governmental sectors” is a direct reference to the type of public-private partnership this target aims to promote.

3. Are there any indicators mentioned or implied in the article that can be used to measure progress towards the identified targets?

Yes, the article mentions and implies several indicators that can be used to measure progress:

1. For SDG 3, Target 3.8 (Quality Health Coverage):
   • Patient Satisfaction Levels: The article repeatedly identifies “patient satisfaction” as an “essential metric for determining the success of businesses within this sector.” The Saudi Ministry of Health’s “Patient Experience Measurement Program” is a formal mechanism for this indicator.
   • Service Quality Dimensions (SERVQUAL): The dimensions of tangibility, reliability, responsiveness, assurance, and empathy are used as specific indicators to “gauge client perceptions of service quality.”
   • Patient Willingness to Revisit: This is mentioned as a key outcome of patient satisfaction and a pivotal indicator for evaluating business success and patient loyalty.
2. For SDG 8, Target 8.2 & 8.3 (Economic Growth and Diversification):
   • Private Sector Contribution to GDP: The article provides a clear quantitative indicator from Vision 2030: to increase the private sector’s contribution to GDP “from 40 to 65% by 2030.”
   • Market Value and Growth Rate: Specific figures are provided for the dental care market, including its valuation at “$287.04 million in 2022” and its projected growth to “$489.51 million by 2030,” with a “compound annual growth rate of 7.9%.”
   • Number of New Market Entrants: The article implies this indicator by stating that the “emergence of new entrants into the market” is a crucial factor for overall market development.
3. For SDG 17, Target 17.17 (Partnerships):
   • Implementation of Public-Private Initiatives: While not a quantitative metric, the article presents the Vision 2030 initiative itself as a primary indicator of an active and strategic partnership between the government and private sectors to achieve shared economic goals.

4. Table of SDGs, Targets, and Indicators

Source: bmcoralhealth.biomedcentral.com