FRUSTRATING PATIENT VISITS

Objectives: This study, part of a national mail survey of dentist malp ractice liability claims, reports the reliability and validity of a ne w 22-item instrument measuring frustrating patient visits. Methods: Th e items were subjected to factor analysis and subscales constructed. R eliability was assessed using Cronbach's alpha. Validity was assessed by comparing subscale scores to self-reports of satisfaction and liabi lity claims. Results: Factor analysis revealed four subscales represen ting unpleasant feelings, lack of communication, compliance, and pract ice organization (alpha=0.60-0.86). Compliance was the most important factor. Subscale scores were related to satisfaction with practice and the proportion of patient visits in the practice that were frustratin g to the dentist. Dentists who reported frustrating patient visits as quite typical of their practices were more likely to have had a malpra ctice liability claim within the last five years. Conclusion: This ins trument may be of value in detecting patient-dentist communication dif ficulties that are the precursor to liability claims.