Title: The lived experiences of patients receiving dental treatments from service robots in Jharkhand: a phenomenological inquiry

Authors: Neha Choudhary; Anand Prasad Sinha; Mona Ratnesh; Julie Vardhan

Addresses: Department of Management, Birla Institute of Technology, Mesra, Ranchi, 835215, India; Amity School of Management and Commerce, Amity University, Jharkhand, 835303, India ' Department of Management, Birla Institute of Technology, Mesra, Ranchi, 835215, India ' Amity School of Management and Commerce, Amity University, Jharkhand, 835303, India ' Amity School of Management and Commerce, Amity University, Jharkhand, 835303, India

Abstract: This study explores patient experiences with robotic-assisted dental treatments in Jharkhand, India, using a sociotechnical systems lens to examine the interaction between technology, patients, and clinical environments. Data were collected from 22 patients and six staff members through interviews, observations, and discussions, ensuring diversity across age, education, and urban-rural backgrounds. Thematic analysis identified four core themes: awareness, anxiety, post-operative experiences, and patient-staff interactions. Findings show that informed patients often linked robotics to advanced care and reduced error, while less familiar patients experienced initial apprehension, highlighting the need for transparent communication. Although the precision and efficiency of robots were widely acknowledged, concerns remained about reduced emotional connection and human touch. The study concludes that robotic integration enhances accuracy but must be balanced with empathy and patient-centred care. These insights inform strategies for improving acceptance and patient satisfaction with robotic technologies in dentistry.

Keywords: robotic dentistry; patient perceptions; sociotechnical systems theory; phenomenological study; patient experience; healthcare technology in Jharkhand.

DOI: 10.1504/IJSOI.2025.152348

International Journal of Services Operations and Informatics, 2025 Vol.13 No.2/3/4, pp.242 - 263

Received: 30 Oct 2024
Accepted: 23 Aug 2025
Published online: 16 Mar 2026 *

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