中小型牙醫診所服務流程改善之研究—以C診所為例

Abstract

依據臺灣衛生福利部統計處針對2006 ~2019年底的醫療機構現況及服務統計量分析數據顯示，高於 85%的牙醫師在診所執業，進行牙科醫療服務，此比例遠高於醫院牙科的服務型態。然而，顧客選擇牙醫診所的想法趨於多元，診所開業及經營上也面臨新的挑戰，此時牙醫診所的服務流程及模式也日益重要，需透過更好的服務流程，搶占核心顧客，以擴大及維持牙醫診所的經營。本研究將以當前新北市Ｃ診所服務流程模式做為本研究背景與核心，找出優化牙醫診所服務及專業流程的關鍵策略，主要透過質化研究（專家焦點客群訪談），概念化服務流程概念，並以焦點團體訪談彙整出的概念，進一步利用量化的方式，統計出診所需要著重或改善的地方，為一創新的診所服務流程調查研究模式，研究結果與策略建議如下：(一) 顧客重視牙醫診所的整潔與整體舒適度以及即時親切專業諮詢服務。建議牙醫診所加重對於專業牙醫助理的培訓，並評估其工作績效。另外，可更有系統與規劃的控管診所整體環境上，使顧客可以將就診牙醫時，可感受到有如到美髮沙龍般的舒適體驗。(二) 建議醫生可藉由個人品牌形象及溝通能力打動顧客，增加其對於醫師與診所的熟悉度，建立長期且穩定的醫病關係。(三) 建議醫生著重在清晰說明顧客病狀的能力以及專業度，促使顧客對於診所產生信任，以維繫長期穩定且良好的醫病關係。(四) 建議C牙醫診所持續推動牙醫助理人員的教育訓練，給予顧客高度親切度、專業度以及即時反應顧客的高品質服務。且在牙醫診所整體環境，可以乾淨整潔且具有現代感的設備與擺設，提升顧客對於診所環境上的看診體驗。(五) 建議牙醫診所提升「G.牙醫診所整潔度」、「H.牙醫診所整體舒適度」、「D.縮短顧客等待時間」及「E.增加可預約時段多寡」等四項自費客群所著重之服務流程。(六) 建議C牙醫診所著重於自費客戶群，以區別客群。區別客群，可增加醫生看診時間彈性，以縮短顧客等待時間，甚至增加可自費客群之可預約時段。According to statistics from the Statistics Department of the Ministry of Health and Welfare of Taiwan for the current status of medical institutions and service statistics from the end of 2006 to 2019, more than 85% of dentists practice in clinics and provide dental medical services, which is much higher than that of hospital dentistry services. Type. However, customers' ideas for choosing dental clinics tend to be diversified, and clinics are also facing new challenges in opening and operating. At that time, the service process and mode of dental clinics are becoming more and more important. It is necessary to capture core customers through better service processes. To expand and maintain the operation of dental clinics. This research will use the current service process model of New Taipei City C clinic as the background and core of the research, and find key strategies to optimize the internal and external service processes of dental clinics, mainly through qualitative research （expert focus interviews） to conceptualize the service process concept , And based on the concept of focus group interviews, and further using quantitative methods to count the areas that clinics need to focus on or improve, for an innovative clinic service process investigation and research model, the research results and strategy recommendations are as follows:1. Customers value the cleanliness and overall comfort of the dental clinic, as well as immediate and friendly professional consultation services. It is recommended that dental clinics increase the training of professional dental assistants and evaluate their work performance. In addition, it can be more systematic and planned to control the overall environment of the clinic, so that customers can feel as comfortable as going to a hair salon when visiting a dentist.2. It is recommended that doctors can impress customers with their personal charm and communication skills, increase their familiarity with doctors and clinics, and establish a long-term and stable medical-patient relationship.3. It is recommended that doctors focus on the ability and professionalism to clearly explain the symptoms of customers, so as to encourage customers to have trust in the clinic, so as to maintain a long-term stable and good medical-patient relationship.4. It is recommended that C Dental Clinic continue to promote the education and training of dental assistants to provide customers with a high degree of kindness, professionalism and high-quality services that respond to customers immediately. And in the overall environment of the dentist clinic, clean, tidy and modern equipment and furnishings can be used to enhance customers' experience in the clinic environment. 5. It is recommended that the dentist clinic improve the four self-paying customers: "G. The overall cleanliness of the dental clinic", "H. The overall comfort of the dental clinic", "D. Changing the waiting time of customers" and "E. Increasing the number of appointment scheduling" The service process that the group focuses on. 6. It is recommended that C Dental Clinic focus on the self-funded client group to differentiate the client group. Differentiating the customer groups can increase the flexibility of doctors' consultation time, shorten the waiting time of customers, and even increase the appointment time for self-pay customers.