Comparative Study of Dental Service Quality Between an Academic University Dental Clinic and a Private Dental Clinic in Tripoli, Libya

Abstract

Dental service quality influences patient satisfaction and healthcare utilization. In developing healthcare systems such as Libya, comparing dental care settings helps identify service gaps and inform quality improvement. This study was conducted to compare the quality of dental services between an academic university dental clinic (Altahadi Dental Medical University Clinic) and a private dental clinic (Abuselem Dental Clinic) in Tripoli, Libya. A comparative cross-sectional study was conducted among 200 participants, comprising 100 participants from each clinic (50 patients and 50 dental healthcare workers [DHCWs]). Two structured questionnaires assessed patient satisfaction, accessibility, clinic environment, clinical care, staff-reported service quality, and work environment. Descriptive statistics were used to compare service quality across domains. Patient satisfaction was higher at the university clinic, with 74% reporting satisfaction or high satisfaction compared with 54% at the private clinic. The university clinic also demonstrated better ratings for cleanliness (94% vs. 70%), infection-control practices (98% vs. 70%), pain management (94% vs. 66%), treatment explanations (84% vs. 62%), willingness to recommend (86% vs. 72%), and intention to return (86% vs. 68%). The private clinic had more experienced staff, with 54% reporting more than five years of experience compared with 20% at the university clinic, but staff reported greater workload pressures, including limited time per patient (62% vs. 24%) and working without dental assistants (100% vs. 76%). University-clinic staff reported better clinical supervision (94% vs. 56%) and training opportunities (88% vs. 46%). Both clinics provided generally satisfactory dental services, but organizational and staffing differences influenced service quality. Strengthening supervision, optimizing staffing, reducing workload, and improving operational efficiency may enhance dental service delivery in both settings.