From Patient Experience to Dental Service Return Visits: A Narrative Review of Strategies for Improving Dental Care Services

Abstract

Patient experience in dental care is shaped by multiple factors throughout the treatment journey, including emotional, communicational, and environmental elements. This narrative review explores how fear, lack of trust, and poor communication can negatively affect patients’ willingness to seek or continue dental care, ultimately influencing access and return visits. A focused literature search was conducted using PubMed and Scopus to identify studies examining the relationship between patient experience and dental service utilization, and findings were thematically synthesized across 3 phases of the patient journey: before, during, and after the dental visit. Interpretation was guided by Andersen's Behavioral Model of Health Services Use, which situates healthcare utilization within predisposing, enabling, and need-related factors. Influential elements included effective communication, transparent payment and follow-up systems, streamlined appointment scheduling, a welcoming reception, and a clean, comfortable treatment environment. These experiences were consistently associated with greater trust, comfort, and satisfaction, which in turn increased the likelihood of return visits. Strengthening patient experience across the care pathway may improve long-term engagement with dental services, even among patients whose first visit occurs under urgent or emergency circumstances.

Introduction

Patient satisfaction with dental services refers to how individuals evaluate their visits and treatments, reflecting their personal views and feelings about the care they receive.^1,2 Multiple studies have identified factors influencing dental patient satisfaction, including the quality and effectiveness of treatment, communication with providers, cleanliness of the treatment environment, and waiting times.^3–5 While satisfaction captures patients’ evaluative judgments, patient experience focuses more directly on whether specific elements of care are delivered, such as clear communication, prompt scheduling, care coordination, and supportive follow-up. ⁶ Importantly, both patient experience and satisfaction are shaped not only by interpersonal interactions but also by broader systemic and structural factors that influence access to care.

Despite ongoing efforts to ensure equal access to high-quality dental care, significant barriers persist. Issues such as expensive dental treatments, ⁷ transportation challenges, ⁸ limited availability of dental facilities, ⁹ patient fear and anxiety, ¹⁰ and instances of discrimination ¹¹ highlighted in numerous studies continue to impede access to dental services. Many people postponed their dental visits due to previous negative experiences, which in turn affected their satisfaction. ¹² These obstacles not only prevent individuals from seeking necessary dental services but also exacerbate oral health conditions, impacting overall general health ¹³ and quality of life. ¹⁴

To alleviate these barriers, recommendations have been made, including the significance of governmental policies and strategic planning, ¹⁵ initiatives to enhance community health awareness, ¹⁶ and the adoption of digital advancements like teledentistry and teleconsultation. ¹⁷ Enhancing insurance coverage, ¹⁸ implementing school-based dental programs, ¹⁹ and updating dental staff ²⁰ are other mentioned methods to help mitigate these barriers.

Strengthening patient experience contributes to greater satisfaction and trust, both of which play a critical role in encouraging return visits to dental services. ²¹ Evidence from a study in Jakarta indicated that return visits to the same dental facilities were significantly less common among existing patients compared to new patients, a finding attributed to low levels of patient satisfaction. ²² Fear of dental treatment has been consistently identified as a major factor discouraging patients from returning for care. ¹² Understanding the factors contributing to dental fear is crucial for overcoming patient avoidance and promoting regular checkups. ²³ One factor that enhances patient experience is the sense of mutual understanding and effective communication with the dental staff. ³ Studies have shown that patients who feel a stronger connection and better communication with their dental care providers are more likely to return for subsequent visits to the same center.^24,25

Although patient satisfaction and patient experience are closely related, they are conceptually distinct. ²⁶ Satisfaction reflects patients’ subjective evaluation of care, whereas experience refers to whether specific elements of care are delivered, such as clear communication, prompt scheduling, care coordination, and follow-up. ²⁶ This review emphasizes patient experience as the primary construct, with satisfaction considered as an important outcome that influences patients’ likelihood of returning for future dental visits.

To provide conceptual grounding, this review draws on Andersen's Behavioral Model of Health Services Use, which situates healthcare utilization within 3 main categories: predisposing factors (such as demographics, beliefs, and attitudes), enabling factors (such as access, resources, and service organization), and need-related factors (such as perceived or evaluated health needs). This framework helps explain how multiple influences interact to shape patient behavior in seeking and reusing dental services, complementing the thematic organization of findings into phases of the patient journey (before, during, and after the dental visit). ²⁷

The aim of this review was to synthesize existing evidence on patient experience in dental care and examine how it contributes to satisfaction and, ultimately, to dental service return visits, while highlighting strategies to improve continuity of care. Unlike previous reviews that have examined patient satisfaction broadly, this review uniquely synthesizes evidence on how patient experience across the care journey influences return visits and continuity of care, thereby offering a practical and theory-informed contribution to the literature.

Definitions

To ensure clarity, several key terms are defined as used in this review. Complaints refer to patient concerns or expressions of dissatisfaction with dental care, rather than clinical symptoms. ²⁸ Consultations denote clinical encounters between dentist and patient, including examination, diagnosis, treatment, and communication. ²⁹ Finally, return visits capture the likelihood of patients continuing care with the same dental provider or clinic in the future.

Methods

This review was conducted as a narrative review to examine how factors influencing patient experience affect access to and return visits for dental services. Although not designed as a systematic review, structured steps were followed to enhance transparency and reproducibility.

Search Strategy

A comprehensive search was conducted in PubMed and Scopus, covering all publications up to August 15, 2024. The search strategy combined key terms related to patient experience and dental care using Boolean operators. The main terms included: “patient satisfaction,” “dental satisfaction,” “patient experience,” “dental services,” “dental care utilization,” “dental access,” “dental revisit,” “return to dental clinic,” “dental attendance,” “service quality in dentistry,” and “oral health services.”

Search terms were combined with Boolean operators (AND, OR) and truncations where relevant (eg, utilization/utilisation). An example PubMed search string was:

(“patient satisfaction"[tiab] OR “dental satisfaction"[tiab]) AND (“dental services"[tiab] OR “oral health services"[tiab]) AND (“utilization"[tiab] OR “access"[tiab] OR “attendance"[tiab] OR “revisit"[tiab]). Reference lists of included articles were also screened to identify additional relevant studies.

Eligibility Criteria

Studies were eligible if they examined patient experience in dental care and its relationship to satisfaction, access to services, or the likelihood of return visits. Both quantitative and qualitative research designs were considered, provided they offered empirical insights into patient experience or dental service utilization. Only articles published in English in peer-reviewed journals were included. Exclusion criteria were studies focusing exclusively on nondental health services, as well as commentaries, conference abstracts, and editorials without original data.

Study Selection

The search identified 312 records (178 from PubMed and 134 from Scopus). After removal of duplicates, 268 unique records remained. Titles and abstracts were screened for relevance, leading to 84 articles selected for full-text review. Following application of the eligibility criteria, 42 studies were included in the final synthesis.

Data Synthesis

Given the heterogeneity of study designs, no quantitative pooling was attempted. Instead, findings were analyzed thematically. Three overarching phases of the patient journey—before the visit, during the visit, and after the visit—were identified based on recurring themes across the literature and informed by conceptual frameworks. Within each phase, evidence was synthesized on barriers, facilitators, and practical strategies that influence patient experience and the likelihood of return visits. As this was a narrative review, no formal risk of bias or quality appraisal tools were applied. This approach allowed for breadth and thematic integration, though it does not provide the level of methodological rigor associated with systematic reviews.

Results

Table 1 provides a summary of the key factors shaping patient experience, which contribute to satisfaction and ultimately influence return visits across the 3 phases of the dental care journey.

Table 1.

Factors Influencing Patient Experience, Satisfaction, and Return Visits Across the Dental Care Journey.

Phase of care	Key factors identified	Examples/key points
Preconsultation (before the visit)	Online access	Interactive websites and social media with contact info, reviews, and direct communication reduce stress and support decision-making
	Appointment scheduling	Flexible hours, online booking systems, clear insurance terms, and automated reminders to prevent missed appointments
During consultation (at the clinic)	Environment and ambiance	Clean, calm environment, comfortable waiting area, visible hygiene practices; enhances patient comfort and reduces anxiety
	Welcoming reception	Respectful greetings, clear explanations, and supportive staff foster positive first impressions
	Patient–dentist relationship and communication	Clear communication, empathy, shared decision-making, clinical competence, and adequate time/attention build trust and satisfaction
	Education and decision aids	Models, videos, VR improve understanding, reduce fear, and increase engagement
	Pain and anxiety management	Communication, music, gradual exposure reduces pain perception, and fear
Postconsultation (after the visit)	Posttreatment considerations	Verbal + written/digital instructions; anesthesia info, eating/drinking guidance, medications; audiovisual aids improve understanding
	Follow-ups	Proactive check-ins, online follow-ups improve reassurance, prompt problem resolution, and confidence
	Posttreatment education	Oral hygiene and dietary instructions increase self-care ability, reduce complications, and improve satisfaction
	Billing and payments	Transparent invoices, multiple payment options, flexible plans reduce frustration and build trust
	Continuity of care	Ongoing interaction and consistent care reinforce satisfaction and support long-term patient–provider relationships

Preconsultation

It encompasses all the influential elements that can form the foundation for building communication and initial trust before the patient's actual visit to the dental clinic. These factors include the following:

Online Access

Today, many individuals rely on online sources to find local dental services. ³⁰ Interactive websites and social media platforms that provide responsive contact information, service details, and patient reviews,^31,32 help patients decide whether to book a consultation. Social media also supports satisfaction ³³ by making information about dental procedures more accessible and by allowing patients to read peer feedback, which assists in informed decision-making.^34,35 Establishing an online platform before visiting the dentist can save time and money by reducing unnecessary travel and also easing patient stress through prior preparation.^36,37

Appointment Scheduling

Providing flexible appointment options that accommodate patients’ work schedules is crucial. Anagha et al ³⁸ reported that 14% of patients avoid dental visits because available times conflict with their working hours. Clear information about appointment details, necessary preparations, and insurance terms also supports a positive first impression and enhances the overall patient experience. The use of digital booking platforms, such as online scheduling, reduces waiting time and prevents scheduling errors by allowing sufficient time allocation for each patient.^39,40 Nilchian and Jamshidian ⁴¹ found that 46% of patients experienced difficulty booking appointments due to busy phone lines. Online appointment systems provide 24/7 accessibility, reduce human error, save on travel, and improve efficiency.^42–44 Research indicates that patients often miss routine check-ups because they forget the appointment scheduled months in advance. ⁴⁵ Utilizing online booking systems that sync appointment times with mobile calendars can effectively address this issue of forgetfulness by a reminder system. ⁴⁶

During Consultation

It encompasses all measures that contribute to a positive patient experience at the dental center, such as the initial interaction with treatment staff, the office environment, and the dentist's proficiency, which significantly influence patient comfort and experience.

Environment and Ambiance

The atmosphere of a dental office plays a crucial role in shaping patients’ experiences and perceptions. ⁴⁷ A tidy, cozy, and inviting atmosphere can soothe patients, positively influencing their experience. Conversely, crowded, noisy, and unclean environments heighten patient concerns and diminish the likelihood of return visits. ⁴⁸ Researches indicates that cleanliness and safety of the treatment area, beside the manner in which patients are welcomed, are primary factors influencing patients’ initial perceptions, conveying the value placed on their health and comfort.^49–51 Antoniadou et al ⁵² revealed that a calm setting with gentle music evokes positive feelings in patients and lowers stress levels before entering the surgical environment. Clean restroom facilities, comfortable seating in the waiting area, reading materials, Wi-Fi access, charging stations, and water dispensers can attract patients’ attention and demonstrate a commitment to their comfort and satisfaction.^53,54 Rao et al ⁵⁵ study on patient perceptions of dental centers revealed that patients who had a positive impression of their treatment environment were more likely to revisit the same center.

Welcoming Reception

The welcoming reception in a dental office is pivotal as it establishes the foundation for the entire patient experience, exerting a substantial influence on patient satisfaction. A warm greeting and friendly demeanor not only create a positive first impression but also help patients feel at ease and relaxed from the moment they step into the office. By fostering a personal connection, a friendly receptionist makes patients feel valued and respected, further enhancing their overall experience.^56,57 Maintaining a friendly behavior, speaking respectfully, addressing patient inquiries, and providing clear explanations about the treatment process before entering the treatment room can help relax patients and minimize anxiety. Siripipatthanakul ²¹ studies demonstrated that patients who perceive a supportive relationship with dental staff are more likely to return to the same center for additional services, primarily due to feeling respected and valued in their interactions.

Patient–Dentist Relationship

The patient–dentist relationship begins to form the moment the patient enters the treatment room. How the dentist greets and interacts with the patient initially sets the foundation for establishing a strong mutual relationship. ⁵⁸ This relationship affects the comfort level of patients during treatments, their confidence in the dentist's skills, and their overall dental office experience. ⁵⁹ The art of clear and effective communication, empathy and understanding towards patient concerns, tailoring treatment plans to individual patient needs, shared decision-making, providing adequate time and attention during appointments, and demonstrating high clinical proficiency and expertise are all factors that have been reported to be associated with stronger patient–dentist relationships.^60–62 These elements collectively contribute to reducing patient fear and anxiety, promoting a positive dental experience, and enhancing overall patient satisfaction. ⁶³

Patients desire to be informed by dentists about the available treatment options and include them in the decision-making process. ⁶⁴ Patient autonomy is a crucial factor closely linked to patient satisfaction. Moreover, evidence shows that dentists who dedicate sufficient time to effective communication are more successful in achieving patient satisfaction.^65,66 Utilizing educational aids such as models, videos, and virtual reality can enhance the perceived value of the treatment, boost patient confidence, alleviate stress and pain by familiarizing them with the treatment process, and finally promote the level of patient engagement in oral self-care.^67–69

Effective communication, distraction techniques like music, and gradual exposure to dental treatment are strategies that have been reported to increase patient satisfaction and are associated with reduced dental pain and fear, and making a good experience. ⁷⁰ Considering the same dental procedure, patients who experienced good communication with their dentist reported lower levels of pain, primarily due to the trust established through effective patient–dentist communication.^70,71

Postconsultation

It involves measures such as follow-up appointments, pain control management, patient education on oral care, and open communication to address potential problems and reassure the patient. These steps ensure effective treatment outcomes and maintain patient satisfaction.

Posttreatment Considerations

After dental treatment, patients should receive clear explanations about the procedures performed, the expected duration and effects of anesthesia, possible recovery challenges, dietary recommendations, sensitivity, and prescribed medications, including detailed guidance on how to take them. If further sessions are required, dentists should explain the reasons and outline the treatment schedule.^72,73 Posttreatment instructions are most effective when provided in multiple formats: verbal communication reinforced with written pamphlets or digital resources allows patients to revisit the information if questions arise. ⁷⁴ Akshaya and Chandrasekaran ⁷⁵ found that instructions delivered through audio-visual formats significantly improved patients’ comprehension and recall compared to written or oral forms alone.

Follow-Ups

Follow-up in dentistry is essential for ensuring the success of dental treatments and improving overall patient care. It allows patients to communicate with their dentist if any issues arise after the treatment, fostering their confidence in reaching out for support. This ongoing support helps address potential problems promptly and provides reassurance, sustaining the positive relationship built during the consultation.^76,77 A randomized controlled trial conducted by Zheng et al ⁷⁸ found that postoperative online follow-up significantly enhanced the quality of life for patients who had dental surgery.

Posttreatment Education

Oral health education followed by dental treatment is crucial for ensuring long-term success and preventing complications. It involves providing patients with clear instructions on how to care for their teeth and gums, empower their self-care ability.^79,80 This education typically includes guidance on how oral care, such as brushing and flossing techniques performed, as well as advice on dietary restrictions.^81,82 Effective education helps patients understand how to maintain their oral health, reduces the risk of posttreatment issues, and promotes better overall outcomes from dental procedures. Patients appreciate when dental staff take the time to educate them, leading those who receive such education to report feeling more confident and satisfied. ⁸³

Billing and Payments

Accurate and transparent billing is essential for helping patients clearly understand their treatment costs and ensuring they are billed correctly, which builds trust and minimizes confusion and frustration. ⁸⁴ Offering a variety of payment options, including credit/debit cards, insurance processing, and flexible payment plans, further smooths the payment process and enhances convenience.^85,86

Continuity of Care

When effective communication is upheld from the initial appointment through to posttreatment follow-ups, the value of maintaining this high standard for future visits becomes clear. Patients who experience consistent, clear, and satisfactory communication are more likely to return for routine check-ups and preventive care, even if their initial visit was for an emergency.^66,87 This ongoing, positive interaction sustains the relationship established during treatment and encourages patients to continue care with the same dentist, supporting a more stable and long-term patient–provider connection.^54,88

Discussion

This narrative review synthesized current evidence on how patient experience influences return visits to dental services. By structuring the findings across the phases of the patient journey—before, during, and after the dental visit—the review highlights practical strategies that build trust, enhance comfort, and support continuity of care. The synthesis emphasizes the critical role of service-level and interpersonal factors, such as appointment systems, communication, clinic environment, follow-up, and continuity of care, in shaping patient experiences and encouraging future utilization.

Taken together, these findings align with Andersen's Behavioral Model of Health Services Use, which situates healthcare utilization within predisposing, enabling, and need-related determinants. ²⁷ Figure 1 illustrates how the identified factors in this review map onto the model, showing their collective influence on patient experience, satisfaction, and return visits. Before-visit factors, such as fear of treatment, online scheduling, and ease of access, correspond to predisposing and enabling determinants. During-visit experiences, including communication, empathy, and clinical environment, reflect enabling resources and service quality. Postvisit elements, such as follow-up, billing clarity, and continuity of care, contribute to reinforcing and need-related determinants. Framing the results within this model underscores how different stages of the patient journey interact to influence satisfaction and return visits, linking practical service-level improvements with a broader conceptual understanding of healthcare utilization.

Figure 1.

Conceptual Framework Mapping Patient Experience in Dental Care to Andersen's Behavioral Model of Health Services Use.

At the same time, it is important to acknowledge that structural barriers exert a powerful influence on both satisfaction and return visits. ⁸⁹ Cost of treatment, insurance coverage, and systemic discrimination remain major determinants of access to dental services. ⁸⁹ Financial constraints are consistently cited as reasons for discontinuing care, especially among low-income populations, while perceived or experienced discrimination undermines trust in providers and diminishes the likelihood of returning, regardless of clinical quality. These factors extend beyond the immediate dental encounter but shape how patients evaluate their experiences and decide whether to seek further care. ³³

In addition, demographic characteristics significantly influence satisfaction and return rates. Age affects expectations and priorities, with younger patients often valuing convenience and digital solutions, while older adults tend to emphasize continuity and interpersonal trust. Race and ethnicity intersect with systemic inequities that contribute to disparities in perceived quality and access. ⁹⁰ Socioeconomic status and income determine affordability and adherence to treatment plans, while health literacy influences how patients understand instructions and navigate care. Geographic location further affects access, with rural patients often facing shortages of dental providers. Finally, disability status introduces additional barriers—physical, sensory, or cognitive—that impact both satisfaction and continuity of care.^90,91

It should be noted that this review was conducted as a narrative synthesis rather than a systematic review, and no formal quality appraisal of included studies was performed. This approach allowed for breadth and thematic integration but also represents a limitation in terms of methodological rigor. Nevertheless, the review contributes to the literature by organizing findings across the patient journey and framing them within Andersen's Behavioral Model. By highlighting how specific elements of care translate into improved experiences, greater satisfaction, and ultimately higher likelihood of return visits, the review provides both conceptual insight and practical strategies. Future research should expand the integration of structural and demographic determinants with interpersonal factors to provide a more holistic understanding of patient experience and dental service utilization.

Conclusion

In summary, strengthening patient experience is crucial for encouraging return visits to dental services. Patients who encounter positive experiences during their care are more likely to return for further treatment and preventive services. By addressing the factors outlined in this review, dental teams can enhance the overall patient journey, thereby boosting satisfaction and improving adherence to treatment. For practitioners, implementing strategies such as integrating patient feedback systems, leveraging digital tools like online scheduling and teledentistry, and creating supportive environments offers immediate opportunities to improve engagement and continuity of care. Together, these efforts can foster trust, enhance satisfaction, and promote sustainable oral health outcomes. To achieve this, dental care systems should prioritize patient-centered strategies as an essential component of quality improvement, ensuring that experience-driven approaches become integral to long-term oral health planning. For dental practices, adopting flexible scheduling systems, transparent billing, and structured digital follow-up can immediately improve patient experience. For researchers, further work is needed to evaluate the long-term effects of experience-based strategies on continuity of care. For policymakers, addressing systemic barriers such as cost, insurance coverage, and geographic inequities remains essential to ensuring equitable access.

Practical Implications

The factors analyzed in this review, combined with evidence-based recommendations, highlight the central role of patient experience in shaping routine dental visits and return behavior. By addressing these aspects, dentists can significantly improve patients’ perceptions and trust, thereby encouraging more regular appointments. In practical terms, this can be achieved through streamlined online scheduling platforms with automated reminders and clear communication of appointment and insurance details before the visit; fostering a welcoming environment, empathetic communication, and effective patient education during the consultation; and ensuring transparent billing, structured digital follow-up, and continuity of care after treatment.

In addition, dental practices can integrate patient feedback mechanisms such as postvisit surveys, QR-code review systems in clinics, and digital experience dashboards to continuously monitor and refine service delivery. Technologies such as patient portals, mobile health applications, and tele-dentistry platforms further exemplify how many of the strategies identified in this review are being operationalized in practice, from appointment booking and consultation reminders to remote follow-up and care coordination.

Together, these approaches provide clinicians, practice managers, and policymakers with actionable strategies to strengthen patient experience, enhance satisfaction, and promote long-term continuity of care.