Measurement of clients' satisfaction on appointment assignment

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.