Resolve Dental Consultancy
Patient Satisfaction Survey & Results Guide 2026
Patient Satisfaction Survey & Results Guide 2026
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A Complete Patient Feedback System for Australian Dental Practices
- Section A — Booking and Arrival Experience: Ease of booking, appointment punctuality, greeting, waiting area, and reception team
- Section B — Clinical Experience: Dentist/hygienist manner, listening, treatment explanation, cost transparency, comfort, and oral health advice
- Section C — Overall Practice Experience: Practice presentation, privacy, fee communication, recall pre-booking, and overall satisfaction
- Section D — Net Promoter Score: The single most predictive indicator of practice growth — "how likely are you to recommend us?" on a 0–10 scale
- Section E — Open-Ended Comments: Four open questions covering what patients enjoyed, what could be improved, services they'd like to see, and any other feedback
- Collect and collate — paper, digital, or hybrid, with guidance on minimum sample sizes and review cycles
- Calculate your scores — average ratings per section with a clear action framework (4.5–5.0 = celebrate; 3.0–3.9 = improvement plan; below 3.0 = escalate immediately)
- Calculate your NPS — with a worked example and a benchmark scale (below 0 = urgent; 30–49 = fair; 50–69 = excellent; 70+ = world class)
- Identify your top priorities — a structured process for selecting the three lowest-scoring areas and turning them into 30-day improvement actions with assigned responsibility
- Share results with your team — guidance on how to present survey results in a way that motivates improvement rather than creating defensiveness
- Track trends over time — the quarterly metrics to record so you can show your Practice Owner a chart of genuine, measurable improvement over 12 months
- Practice Managers who want a systematic, evidence-based approach to patient experience improvement
- Practice Owners who want to understand how patients actually experience their practice — not just how the team thinks they do
- Dental practices preparing for accreditation or wanting to demonstrate a commitment to continuous improvement
- Any practice that currently has no formal patient feedback system in place
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This guide covers patient satisfaction measurement from survey design through to action planning. The question templates are well-crafted and the results framework is practical. We've been using it for two quarters and already have useful trend data. Good value for a practice wanting to formalise their patient feedback process.
This guide takes the guesswork out of patient satisfaction measurement. The survey questions are well-crafted and the scoring framework makes it easy to compare results over time. The section on sharing results with the team was something I hadn't thought about but has been really valuable for staff engagement. Good resource.
We'd run patient surveys before but never really known what to do with the results. This guide's section on analysing and acting on survey data was transformative. We now have a clear process for identifying themes, prioritising improvements, and communicating changes back to patients. Our last survey generated three specific improvements that patients have noticed and commented on.
I expected a simple survey template but this is so much more. The guide walks you through how to design the survey, how to distribute it, how to analyse the results, and — most importantly — how to act on what you find. The results interpretation section is particularly useful. We ran our first survey last month and already have three improvement priorities identified.
We now run a patient satisfaction survey every quarter using this guide as our framework. The survey design, the distribution approach, and the results review process are all covered clearly. The quarterly cadence has given us trend data that's been really valuable for understanding how patient experience is changing over time. Excellent resource.