Measuring Patient Satisfaction in Telehealth-Enabled Model of Dental Care: Results from the Virtual Dental Home Satisfaction Survey

The Virtual Dental Home (VDH) is an innovative system of care using technology to deliver community-based oral health services and maintain the oral health of vulnerable populations.  Evaluating patient satisfaction within VDH is an important element in providing patient-centered care in a manner that is respectful to the needs of the patients, caregivers and administrators. To assess the satisfaction of these diverse groups within this unique model of care, 542 language-sensitive patient/caregiver satisfaction surveys were distributed in 2012-2013 for services provided in elementary schools, Head Start preschool sites, and rural communities throughout California. Survey methods were customized based on the population, the services provided, primary language and literacy level. We received a 30% survey response rate (160 participants) with 94% of respondents indicating satisfaction with the care provided and nearly all respondents would continue receiving care if VDH would continue to be available. Respondents also reported increased access to care for patients with complex medical needs and elimination of social barriers to care including language, costs, lack of transportation and employment conflicts. This survey process not only demonstrated that the majority of patients were satisfied with the Virtual Dental Home, but also showed that adapted survey methods can lead to a high participant response rate among vulnerable and underserved populations. This presentation will outline the patient survey process and results as well as best practices to consider when surveying vulnerable and underserved populations, specifically non-English speaking and limited literacy populations.