Measurement of clients' satisfaction on appointment assignment

Yvel Javel, Diane Riopel and Blanca Perez-Gladish

International Journal of Mathematics in Operational Research, 2010, vol. 2, issue 5, 634-655

Abstract: This article proposes an evaluation method of the satisfaction when patients get an appointment. The case of a dental clinic is analysed. The article contribution consists of the giving of some rules to be followed by the receptionist. These rules have to permit maximisation of the patient wishes and to maximise the utilisation of resources taking into account the dynamic assignment of the dentist and the hygienists to the different activities. The developed simulation model evaluates different scenarios based on two criteria: satisfaction level of the patient and the utilisation ratio of the dental clinic staff.

Keywords: client satisfaction; customer satisfaction; assignment; simulation; patient appointments; dental service; scheduling; dental clinics; dental receptionists; resource utilisation; dentists; dental hygienists; simulation; modelling. (search for similar items in EconPapers)
Date: 2010
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=34344 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijmore:v:2:y:2010:i:5:p:634-655

Access Statistics for this article

More articles in International Journal of Mathematics in Operational Research from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().