Satisfaction of parents and orthodontists with the delivery of orthodontic care and treatment outcome

Abstract

The purpose of this study was to assess whether a successful orthodontic treatment outcome, as measured by the American Board of Orthodontics (ABO) standards, corresponds to a satisfied parent and a satisfied orthodontist. This information is expected to aid the orthodontist in meeting the parents’ needs, and in turn to improve practice marketing strategies. Parents selected from two private practices were mailed satisfaction surveys. Additionally, the orthodontist completed a satisfaction survey for each patient. The ABO scoring system for Phase III of the clinical boards was used as the objective measure of treatment outcome. Results indicate no correlation between orthodontist satisfaction and parent satisfaction in the areas of treatment outcome, treatment progress and smile esthetics. Additionally, doctor satisfaction responses were found to be highly subjective. In judging the same patient, two doctors in the same practice had differing opinions on treatment outcome. The ABO measure of treatment outcome did not adequately predict parent or doctor satisfaction. In this study, the inadequacies of such subjective measures of treatment excellence have become apparent. We argue despite the inadequacies of satisfaction and treatment outcome measures, it does not necessarily mean that consumer behavior cannot be predicted. Perhaps the wrong areas are being measured with the wrong tools.