Operation and management of the dental clinic
As the clinic grows, what are the key decisions that go into the management systemic of the clinic?
Operation and management of dental clinics
Abstract
The management and operation of a clinic, to some extent, shares many similarities with a startup. In the early stages, both face various issues such as human resources, infection control, finance, insurance, marketing, customer relations, legal matters, business direction, and so on. Unlike typical businesses where the target customers are focused on products, a clinic’s main clients are patients, and the process is centered around medical services. This means there are additional considerations and learning points involved. Therefore, the management and operation of a dental clinic is a long-term, systematic process that requires constant adjustments.
Management Section
The operational model of most clinics is based on single-practice clinics, but joint or group clinics are the future trend (the definition of a joint clinic is actually quite broad, such as clinics established with other physicians, forming a shareholding system, or regional collaborative clinics). The quality of medical services in a joint clinic is significantly higher than that of solo practices for several possible reasons:
- Reduces clinical and financial risks
- Increases sharing of clinical experiences and improves diagnostic accuracy among doctors
- Shorter waiting times and enhanced work efficiency
- Ensures service quality and provides comprehensive care for patients
- Facilitates the promotion of preventive medicine and implementation of outpatient quality assurance programs
- Easier to audit the appropriateness of medical practices and provide better medical care
- Offers patients greater medical accessibility and access to a variety of specialist services
- Clinics always have staff on duty, giving patients more choices and flexibility to meet their needs.
Practical Operations
In terms of practical operations, there are many similarities with business management in general. Therefore, regardless of whether you are a dentist or not, it is essential to learn about this area.
Human Resources
In human resources, a small clinic can typically be operated with full-time/part-time doctors, full-time/part-time assistants, and a manager or administrator. However, as the clinic expands, more structured, tiered management becomes necessary in addition to the current staffing configuration. Deciding when and how much to expand or downsize the clinic is part of the decision-making process. But whether it’s a clinic or a business, ongoing recruitment is a necessary process. People tend to become bored or lazy if they stay in the same environment for too long. However, there should be no room for complacency in the management of a clinic. Furthermore, from my personal perspective, regardless of the stage of the clinic, a standardized employee manual, along with a system for rewards and penalties, must be established. This is like how a country needs laws to operate effectively.
Marketing
Marketing is a systematic process of packaging and promoting your services to make your target clients aware of your offerings. Healthcare, like any other business, also requires packaging (or can benefit from packaging). This includes how you approach treatment, your professionalism, your brand, and even your entrepreneurial story. “The blog I am writing right now is also a form of marketing for my company or for myself.”
Artificial Intelligence on dental clinics
Efficient management and diagnosis require information tools. These tools range from patient information upon entering the clinic, to X-ray images and clinical diagnoses, detailed records of periodontal diseases and conditions, and even AI-based systems. In fact, there are many clinic management systems worldwide that are digitalized, but in terms of niche areas, there are still plenty of opportunities.
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OriginTechX Artificial Intelligence DASHBOARD Patient Relations
Maximizing patient value and deepening patient relationships:
- Clinics typically hear complaints from only 4% of patients, but among the 96% of patients who don’t complain, 25% still have serious issues.
- Compared to the 96% of non-complaining patients, if the 4% of complaining patients receive proper explanations, apologies, and resolutions, they are more likely to continue their relationship with the clinic.
- Unsatisfied patients will tell their problems to 10-20 other people.
- After a problem is resolved, nearly 60% of complainants will continue to be patients ; if the problem is resolved quickly, nearly 95% of complainants will continue as loyal customers.
- Understanding why patients complain is also an important consideration.
Conclusion:
The practical operations mentioned above are only a small part of the overall picture. There are many other areas to consider, such as medical quality, insurance, equipment and materials, legal compliance, etc. In the actual operation of a clinic, you will face various challenges. Therefore, making adjustments and adapting according to your specific circumstances is the most important part of the process.