Flow Management of First-Time Orders: A Dental Office Case Study

Author(s): Majewski A.1, Merkisz-Guranowska A.2, Czarnota K.2

Affiliation(s):
1 Analyst, Trainer at Oboda Consulting & Training Group, Krakow, Poland;
2 Faculty of Civil and Transport Engineering, Institute of Transport, Poznan University of Technology, 60-965 Poznan, Poland

*Corresponding Author’s Address: [email protected]

Issue: Volume 9, Issue 2 (2022)

Dates:
Submitted: September 19, 2022
Accepted for publication: December 8, 2022
Available online: December 12, 2022

Citation:
Majewski A., Merkisz-Guranowska A., Czarnota K. (2022). Flow management of first-time orders: a dental office case study. Journal of Engineering Sciences, Vol. 9(2), pp. B7-B16, doi: 10.21272/jes.2022.9(2).b2

DOI: 10.21272/jes.2022.9(2).b1

Research Area:  MANUFACTURING ENGINEERING: Technical Regulations and Metrological Support

Abstract. The article presents the importance of managing the flow of first-time patients in a dental practice. Three main areas of difference between the popular linear model of dental office operation on the market and the author’s model of an integrated multi-specialist dental team were analyzed. Performance indicators for working with first-time patients illustrating the ability to manage the flow of patients in the office, communicate with patients, build patient awareness of oral health conditions, and harness patients’ potential for treatment are presented and discussed. It was proven that with the fuller utilization of patients’ potential for treatment, a noticeable effect is a simultaneous increase in the profitability of the dental practice, which, with an entirely ethical process based solely on diagnosed dental problems, makes both profitable.

Keywords: quality assessment, performance measure, efficiency level, flow management, performance indicators.

References:

  1. Suchodolski, L. (2020). Endodoncja w czasach implantów. Forum Stomatologii Praktycznej, Vol. 57 [in Polish].
  2. Stoner, J.A.F., Freeman, R.E., Gilbert, D.R. (2001). Kierowanie. PWE, Warszawa, Poland [in Polish].
  3. Adamkiewicz-Drwiłło, H.G. (2002). Uwarunkowania Konkurencyjności Przedsiębiorstwa. Wydawnictwo Naukowe PWN, Warszawa, Poland [in Polish].
  4. Drucker, P.F. (1999). Managing Oneself. Harvard Business School Publishing, Massachusetts, USA.
  5. Kopaliński, W. (1994). Słownik Wyrazów Obcych i Zwrotów Obcojęzycznych z Almanachem. PWN, Warszawa, Poland [in Polish].
  6. Majewski, A., Czarnota, K., Oboda, M. (2022). The role of dental registration employees in the sale of medical services. PSI Implant Dentistry, Vol. 2(26).
  7. Min-Gyeong, J. (2017). Convergence analysis on the determinants of reuse intention in patients visiting a dentist. Journal of Convergence for Information Technology. Vol. 7(4).
  8. Rudawska, I. (2005). Jakość relacji pacjent-profesjonalista w sektorze usług medycznych. Problemy Jakości, Vol. 3 [in Polish].
  9. Fołtyn, H. (2013). Klasyczne i Nowoczesne Struktury Organizacji. Wydawnictwo Key Text, Warszawa, Poland [in Polish].
  10. Park, S., Kim, H.-K.., Choi, M., Lee, M. (2021). Factors affecting revisit intention for medical services at dental clinics. PLoS ONE. Vol. 16(5).
  11. Shah, S. (2021). Health Literacy and How to Communicate Effectively with Patients to Elicit a Long-Term Behavioural Change. Elsevier, Cardiff, UK.
  12. Dworzański, W., Dworzańska, A., Burdan, F. (2012). Istota relacji lekarz – pacjent w budowaniu wizerunku placówki medycznej. Polski Merkuriusz Lekarski, Vol. 187 [in Polish].
  13. Stankiewicz, M. J. (2005). Konkurencyjność Przedsiębiorstwa. Budowanie Konkurencyjności Przedsiębiorstwa w Warunkach Globalizacji. Dom Organizatora, Toruń [in Polish].
  14. Kęsy, M. (2008). Kompetencje Zawodowe Młodych. WUJ, Kraków, Poland [in Polish].
  15. Bukowska-Piestrzyńska, A. (2012). Jakość obsługi pacjenta a konkurencyjność gabinetu stomatologicznego. Przedsiębiorczość i Zarządzanie, Vol. 13 [in Polish].

Full Text