A Design of Intervention for the Communication and Assistance Improvement in a Dental Public Cabinet

Authors

  • Maria Esther Rodriguez-Priego Andalusian Health Service, Spain
  • Dario Perez-Ortiz Andalusian Health Service, Spain
  • Nuria Rodriguez-Priego University of Granada, Spain

Abstract

In public dental cabinets patients often miss their appointments which may cause dead time, resulting in material and
personnel costs. The time lost estimated in a dental clinic from the Andalusian health service in Spain has an average of 27 minutes a
day. This time is often employed in the treatment of patients who attend without an appointment, categorized as an ‘emergency’ (70
patients per month in 2011, quoted time spent 38 minutes a day). 67% of these were patients who had not attended to their previous
appointments. We analyzed surveys concerning patients´ satisfaction and complaints carried out in public health centers, the reasons
why patients were attending without an appointment or for ‘emergencies’, as well as the communication channels between patient vs.
dental care professional, and patient vs. appointment administration personnel. As a result, the process designed involves all the
professionals, beginning at reception where patients will be reported concerning the way to cancel or postpone an appointment. The
increase of the consultation time scheduled, will achieve an acceptable waiting time less than a week. Posters designed give detailed
information with reference to office hours, how to cancel appointments, the ‘criteria’ and specific schedule for attending without an
appointment. Specific schedule to attend emergencies, will take advantage to educate patients on schedule adherence, providing them
with another appointment in the shortest time possible. A design for the implementation of the communication between patients and
professionals will improve the daily dynamics of the dental office.

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Published

2012-04-01

How to Cite

A Design of Intervention for the Communication and Assistance Improvement in a Dental Public Cabinet. (2012). Mediterranean Journal of Social Sciences, 3(9), 83. https://www.richtmann.org/journal/index.php/mjss/article/view/11286