The reasons for seeking dental services from unqualified operators: A qualitative study

Dental services are widely available in Malaysia, but individuals are continuously reported seeking the services of non-dentist. This study was aimed at exploring the reasons for seeking dental services by individuals from unqualified operators. A qualitative study was carried out and recruited individuals who sought dental treatment from the operators. The participants were identified from the operators’ online advertisement, social media and using a snowball sampling method. Interviews were conducted face-to-face and through online meetings and recorded digitally. Structured, open-ended, and probing questions were asked using a list of topical guided questions. The recordings were transcribed, and thematic analysis was carried out using Atlas.ti Version 9. The eight participants included in this study had fitted orthodontic appliances and dental veneers, and tooth whitening services done by unqualified operators. The reasons were classified into two main themes. The dental aesthetic reasons are related to the dissatisfaction with teeth presentation including malocclusion, dental spacing and teeth whitening. The theme of non-dental related reasons is categorised into four subthemes: following the trend, cost of services, naïve and access to services. The reasons for seeking dental services from unqualified operators are multifactorial. Individuals who seek services from unqualified operators have a valid need for treatment, but their decision is strongly influenced by non-dental reasons, of which the high cost of treatment at private dental clinics and being naïve about dental services are likely the most important. More public campaigns should be done to educate and raise awareness on the issue to the public.