Introduction
The dental business is one of the most complex and costly areas, as the way to start and develop it is not simple and thorny. However, at the same time, if it is possible to organize the work properly and attract clients, this idea is guaranteed success and quick profitability. It is certain that dentistry has become the first business in private hands. Competition in this area is quite high, as there are often several dentists in one building. However, due to the fact that municipal institutions cannot provide these services of good quality due to low funding from the state, people tend to find professional doctors in private clinics.
At all times, dental services have always been in high demand. Irrespective of the economic or political situation in the country, individuals have been and will continue to visit dentists. Healthy and beautiful teeth are the hallmark of any successful person, but in addition to the aesthetic component, the condition of the teeth also affects the general condition of the human body. Through regular visits to the clinic and following all the doctor’s recommendations, many diseases can be avoided. Therefore, creating a high-tech dental clinic that can satisfy the population’s demand is a task that will not only bring high income to the owner of the clinic but also make a positive contribution to public health. Thus, it is essential to present a plan for creating a “DentalCare” dental clinic.
Mission Vision and Values
In a broad sense, an organization’s mission is its philosophy, purpose, and reason for existence. Moreover, in a narrow meaning, the mission is the motto of the organization, which reveals its ideology and allows one to distinguish this organization from its similar ones. Hence, “DentalCare’s” mission is to elevate dentistry to a new level, where patient care is the primary goal. Meanwhile, the vision statement for achieving the mission includes the basic principles of the “DentalCare” clinic. These include painless treatment of high quality because the doctors of the “DentalCare” dental clinic use the best anesthetics. Moreover, the clinic adheres to the principle of individualism, respectively, all the means dentists select individually, according to the characteristics of the patient’s body, the degree of pain, and the duration of the procedure.
Similarly, an individual approach to each patient of the “DentalCare” dental clinic is based on the fact that doctors and nurses treat their patients with understanding and mutual respect. The following principle is that stomatology is not a place for templates. “DentalCare” specialists consider both the patient’s overall physical and emotional health. Therefore, the psychological comfort of clients is essential for dental professionals. The third principle concerns the use of modern equipment and materials. All the tools and devices at “DentalCare” are constantly updated in line with the progress in the industry. Dental science is developing extremely fast, and doctors monitor all the new developments to provide the best services to their clients.
Furthermore, the clinic’s fourth principle is service delivery professionalism. Accordingly, dentists attend all the most critical world dental conferences, congresses, and forums. Additionally, DentalCare employees exchange experience with colleagues from abroad and work closely with leading British dentists. The next principle is to ensure the sterility of working instruments and dental places (Pälvärinne et al., 2018). Therefore, the staff members pay special attention to the cleanliness of the office and all instruments. Before and after each patient appointment, they treat the chair and equipment with sterilizing chemicals. This also supports compliance with programs that protect against HIV and AIDS. In summary, the five principles are constantly being implemented by “DentalCare” employees to provide the best possible service to patients.
Accordingly, DentalCare is an innovative, reliable clinic faithful to its clients and traditions, and its mission is to become a leader in the provision of high-quality dental services. Thus, the clinic’s friendly and highly professional team cordially invites people to individual preventive treatment. That is why the primary objective of “DentalCare” is to help each client quickly and in the best way for them. In addition, it allows customers to discover a healthy lifestyle because DentalCare’s deep belief is that healthy teeth and oral cavities are a sign of good health.
Furthermore, the employees of DentalCare have a shared value of listening to the patients. This value enables staff to use critical listening quality to benefit patients effectively. Everyone knows that understanding and rapport between patient and doctor comes when dentists listen carefully to their patients to make the right diagnosis and treatment. The aim of the dentists at the clinic is to demonstrate more than just professionalism and knowledge. Doctors of the dental clinic not only perfectly own their profession but perfectly know the case they engage in. However, they can also help each patient understand the causes of oral health problems and choose an optimum method of treatment and improvement for each client. Hence, consultations with specialists are an essential part of successful oral health care for patients.
The following purpose of “DentalCare” is to execute its duties independently of external and internal circumstances. Force majeure occurs in life, both for individuals and large companies. The most significant aspect is that such cases are rare exceptions and, in no case, become the rule. The chief physician supervises the deadlines and quality of work of any complexity at “DentalCare,” which ensures the minimization of risks and timely completion of work. In addition, dentistry constantly maintains a positive thinking attitude (Pälvärinne et al., 2018). This value stimulates action and the desire to achieve the best results in terms of quality. It assists people in eliminating such bad habits as slowness, indifference, and laziness. Furthermore, responsibility is directly correlated with this goal, so the clinic’s employees provide a guarantee for their labor. Even after the guarantee period expires, they feel responsible for their work. Thus, “DentalCare’s” mission, vision, and overall goals are designed to ensure the success of dentistry.
Rights and Obligations of Patients
Rights and Responsibilities
In order to avoid conflicts, “DentalCare” first of all adheres to the laws that regulate the relationship between patients, dental clinic, and dentist, arising from the moment of contacting the clinic. Accordingly, “DentalCare” informs patients of their rights on their first dental clinic visit.
Thus, they include the right to be treated by the dentist of their choice at the time reserved by them. Moreover, clients have the right to ask the dentist about alternative treatment methods explained in a way that patients can understand, as well as the advantages and disadvantages of each method (Pälvärinne et al., 2018). Obviously, patients have the right to know about the level of education and professional training of dentists and nurses at “DentalCare”. Additionally, before starting treatment, patients have the right to know the cost and scope of treatment.
Besides, the client’s rights include the right to know that they are served and cared for by a team of specialists who fully comply with infection and sterilization control. Furthermore, patients can ask dentists about possible complications during and after treatment and prevention methods. Moreover, consumers should be confident that the medical staff at “DentalCare” adheres to professional and ethical standards of behavior. Accordingly, patients have the right to demand that their general rights and freedoms, such as the right to life, dignity, and choice, are respected (Pälvärinne et al., 2018). The medical staff is also required to ensure equal and fair treatment of each client, regardless of race, gender, or religious beliefs.
Furthermore, patients at “DentalCare” receive separate consultations about the treatment guarantee. Therefore, issues related to the establishment of warranty in dentistry have some peculiarities compared to other types of services. For instance, the dental clinic can independently establish warranty periods and service life for the dental service provided or for a dental construction (denture, crown). It should be understood that the decision to establish warranty periods is based on the patient’s general health and other factors. For example, sometimes, in dentistry, there is a dual question: to remove the tooth with subsequent prosthetics or try to restore the tooth with light-curing materials (Pälvärinne et al., 2018). In other words, the dentist and the patient have to choose between the more expensive treatment and the cheaper option of restoring the tooth with a filling without a warranty. In the latter case, the reason for denying the warranty is the high risk of losing and re-damaging the restored tooth.
In addition to this, “DentalCare” offers a shorter warranty period. The shorter warranty periods than stipulated in the warranty might be due to the patient’s chronic disease, which does not allow for achieving the necessary therapeutic effect. It should be emphasized that a patient’s consent to a medical intervention means only the exercise of their right to be informed in order to make a decision about the intervention. This does not mean that the medical service provider is relieved of responsibility for the improper provision of the service. Therefore, in other words, if the patient consented to the intervention, it does not mean that from that moment on, the medical institution is not responsible for the consequences of the treatment. In this case, the general rules on liability for inappropriate treatment are applicable.
Otherwise, “DentalCare” provides patients with a service contract specifying the rights and obligations of the parties to the agreement. Each party’s presence, rights, and responsibilities are due to the impossibility of fully implementing one party’s rights to the transaction without performing the obligatory actions under the contract. For example, to provide quality dental services, the patient must follow the doctor’s recommendations, such as using special toothpaste or ointment and avoiding certain foods. One part of the dental care contract is usually an agreement for the patient to inform the dentist or the dental hygienist as completely about their health condition. This is demonstrated by “DentalCare’s” health record, which is available at the clinic.
The questionnaire asks the patient to answer questions about the presence or absence of chronic diseases, allergies, and certain special health conditions. However, even a carefully completed questionnaire only partially solves the problem of informing the doctor about all the relevant factors for the treatment. Therefore, the accurate and responsible fulfillment of the patient’s obligations under DentalCare dental contracts is not only a condition of the agreement but also a duty that every patient owes to themselves. Accordingly, “DentalCare” has a contract to provide quality care to its patients that regulates their rights and obligations.
Patient-Centered Care Concept
In addition, dental clinic has a patient-centered care concept that focuses on the individual needs of patients. Thus, the focus of the specialists at DentalCare is on the overall health, well-being, comfort and satisfaction, resulting in a positive experience between doctor and patient (Pälvärinne et al., 2018). For this purpose, each patient is provided with the necessary attention and support by the medical staff and given preventive recommendations even after the treatment of oral problems.
Planning
Location
It is significant to notice that before opening a dental practice, the area in which the dental practice was to be opened was researched. Thus, it was possible to determine whether there are similar services in the neighborhood, what is in demand and what is lacking, and who are the most frequent visitors to dentistry in this particular location. However, the district was chosen based on its accessibility for future patients; respectively, essential elements were transport interchanges, bus stops, and traffic on the neighborhood street. Therefore, a location was chosen at the intersection of densely populated streets, allowing the local population to visit the “DentalCare” clinic. Accordingly, if required, they can apply for services at DentalCare, as they often drive by this location on their way to work. Moreover, the dental clinic is near a bus stop, enabling people from different parts of the city to arrive by public transport. In addition, the absence of large dental clinics nearby creates more value for “DentalCare” and increases the number of clients.
Size
Moreover, the clinic’s premises are large enough to accommodate the entire staff and provide space for their activities. Nevertheless, at this stage, the possibility of future business expansion was foreseen. In order to maintain the customer base during the move, a large building was chosen, where only some of the space was initially used for dental services. Thus, a two-story building with a 3000 square footage range was leased for “DentalCare”, which corresponds to the dental clinic’s needs and future development plans.
Layout and Design
The layout and design of the dental clinic is based on the needs of people in the modern world. Hence, the ground floor houses the administration, a patient area, restrooms and a staff room. Meanwhile, the second floor houses the primary offices where dental services and surgeries are performed. Accordingly, patients will be allowed to wait for a dental consultation in a separate space with Wi-Fi and water vending machines.
Traffic
“DentalCare” is located in a densely populated area, which ensures a large number of clients from the local community. In addition to the well-developed infrastructure, there are shopping centers and business centers nearby, which people visit when they pass the dental clinic. Therefore, they constantly pay attention to the signboard and advertising. Hence, the area has a lot of traffic not only due to local housing, but also due to the location of business and shopping centers nearby. This will ensure a constant flow of new customers to the dental clinic and the formation of a regular patient base.
Physical Accessbility
It is essential to mention that the facility can be accessed through the primary entrance, which has a large door and signage. This prevents situations where people need to enter the dental clinic through other buildings, leading to poorer healthcare access. Additionally, the staircase in front of the “DentalCare” front door is equipped with special facilities to allow people with disabilities to receive dental services. There is also an elevator inside the building, making it possible to reach the second floor and receive treatment quickly.
Design
Reception Area
In order to guarantee a friendly welcome to every customer, a bell rings as they enter the building, attracting the attention of the person working at the reception desk. The customer is then invited to come to the receptionist’s desk to clarify the purpose of their visit and offer them documents to complete. Meanwhile, the receptionist counter is optimally sized to ensure a comfortable conversation and to maintain the confidentiality of other patients’ data on the table (Pälvärinne et al., 2018). The color scheme of the reception area is based on light colors that create a calm and peaceful environment. However, bright color accents are also added to the soft shades of the unified color scheme to help distract young patients or redirect their attention if they are feeling fearful.
In addition, the reception area has access to natural light to make patients feel relaxed. Accordingly, there are a large number of windows on the ground floor, which creates a welcoming atmosphere. Further, artificial soft lighting provides comfort for patients and staff. This is combined with the style of the clinic, which combines wooden elements with glass, resulting in clean lines and shapes that are not overloaded with decorative elements.
The furniture is arranged to prevent patients from interfering with each other’s privacy. Accordingly, there is a lot of space between the chairs, where there are magazine racks and flowers. Meanwhile, inspirational decor, paintings, artwork, or live plants in the corridors and waiting areas will make the waiting time more pleasant. Such elements will revitalize the dental office space, relieve it of the hospital feel, add freshness, and present patients with an uplifting mood (Pälvärinne et al., 2018). Even though the reception area is always clean and disinfected, there is no smell of anesthesia and medications in “DentalCare”; on the contrary, patients can smell the natural scent of numerous flowers. Moreover, the “DentalCare” clinic has soft music that helps patients relax and does not disturb them simultaneously. The music is essential because it makes conversations about payment or health issues at the reception area private (Pälvärinne et al., 2018). The building has an additional sound insulation system to prevent the sounds of medical instruments and technology from being heard all the time.
Business Office
“DentalCare” has a business office on the first floor to make it convenient for clients to discuss issues related to payment, health status, or other aspects of treatment. This is a separate corner between the reception area and the waiting area, where patients can go and consult with the dental clinic administrator (Pälvärinne et al., 2018). This part of the clinic has the same design as the reception area and is equipped with a comfortable desk and chair for the administrator and a large cabinet where documents are stored. In addition, for the patient’s comfort, two chairs with an ergonomic design support the body near the table.
Waiting Area
It is essential to mention that the waiting room at “DentalCare” borders the reception area through a glass partition. Therefore, the design of the waiting room is also made in light colors, but with a combination of green, which positively affects the nervous system of customers. Moreover, the furniture was chosen according to the principles of comfortability and the possibility of ensuring its cleanliness since many visitors use it (Pälvärinne et al., 2018). Accordingly, the armchairs and sofas are located at a short distance from each other to make patients feel welcome. They can also use Wi-Fi, and free coffee or water, located on the open table.
Dental Operatory Design
The second floor of “DentalCare” consists of four dental offices for adults and one for children. The second floor’s design is white, and the materials comply with high hygienic requirements. Therefore, the furniture has smooth and durable surfaces that will not accumulate dust and germs and resist chemical, thermal, and mechanical stress. Dentists have a large workspace in each office to ensure the comfortable performance of complex operations with assistants. In addition, there are two dental chairs in the offices, which occupy 10 feet (Pälvärinne et al., 2018). The chairs are turned into a blank wall to ensure patient privacy and private communication with the dentist before the examination.
Meanwhile, the floor of the dental office is spacious and free of unnecessary devices in order not to restrict the movements of the medical staff. Moreover, all the required pipes for water supply and drainage are hidden under the floor and are brought out with the help of small devices near the dental chairs. Lighting is provided by natural and artificial light, allowing dentists to examine the patient’s oral cavity with high quality. In addition, a large cabinet is located near one pillar, which is designed in such a way that the necessary tools and supplies are easily accessible to the assistant.
Patient’s Special Needs
“DentalCare” has developed special equipment to provide quality care to patients with special needs. The parking lot near the dental clinic has designated parking spaces marked for people with special needs. Furthermore, a special ramp has been installed to ensure that people with disabilities can climb a small flight of stairs to access the building. Meanwhile, braille language symbols are used so that people with poor hearing or vision can read the terms of treatment (Pälvärinne et al., 2018). The floor and walls at “DentalCare” are also adapted for people with special needs. Accordingly, there is no carpeting on the floor, and the walls have special buttons to call the administrator in case of problems. Patients are taken to the second floor by a large elevator to ensure that the wheelchair can be lifted. The writing on the elevator is also duplicated using braille language symbols to enable people to use it independently. Accordingly, the dental clinic is focused on providing high-quality and comfortable patient care depending on their specific needs.
Dental Clinic Documents
Clinical Records
It is essential to emphasize that a medical record is a history of patient visits and illnesses that are stored in paper and electronic form in the healthcare system. Access to the patient’s electronic medical record is available to the dental practice, the dentist, and the patient (Pälvärinne et al., 2018). Clinical records contain dated, accurate, and complete descriptions of the patient’s visits to dentists and measures taken by dentists to improve the person’s health. Moreover, clinical records contain basic information about the patient, such as age, gender, medical conditions, and allergies. In “DentalCare,” all patients have their own clinical records, which are signed and filled in by the treating dentist. Thus, the dentist additionally provides remarks on the treatment and indicates the procedures performed. The clinical records also include X-rays, test results and samples, medals and pictures, and images of the intraoral camera that are necessary for treatment (Pälvärinne et al., 2018). Patient records are retained for five years after their last visit or three years after their death. Therefore, “DentalCare” can guarantee that patients will have access to their data if they change dental clinics.
Financial Record
Financial records are essential for any business, and “DentalCare” maintains accurate records of all income and expenses in order to establish the exact profitability of the company. Accordingly, all income received by the dental clinic is taxable, which requires submitting the necessary information to the government authorities. Furthermore, payments for services made by patients are documented in case of force majeure or misunderstandings. Moreover, financial records are an effective tool for business analysis of “DentalCare’s” activities, they help to establish the profitability of the dental clinic and assess the financial capacity for practice reorganization or modernization of technological devices. It is crucial to emphasize that these records are preserved for 5 years and can be provided to clients or governmental authorities in response to their official request.
Risk Management in Dental Practice
It is essential to stress that risk management is an essential element in the operation of a dental clinic. Dental service managers should confirm that the oral health program complies with all Health Center regulations. In order to inform patients about the need for certain procedures and the risks that may arise, a consent form is mandatory. In addition, there is also an informed refusal, if the patient refuses the proposed treatment, the dentist will inform the patient about the consequences of not accepting the treatment and obtain their signature (Stewart & Bagby, 2020). The next type of documentation is the incident report, which is a necessary element for insuring the clinic against negative consequences and is an effective result of risk management. The incident report can be used in case of adverse incidents that have occurred with patients or will occur in the future (Stewart & Bagby, 2020). Hence, the incident report includes the circumstances of the incident and the patient’s condition and a description of the problems that arose in the provision or rejection of specific dental services.
Forms of Consent
Consent to Preliminary Examination and Consultation
For medical care at DentalCare, patients sign the following consent form.
I voluntarily seek treatment at “DentalCare”, and give full information about my medical condition as it is currently available. I also consent to oral examination, manipulation and examination (including x-rays) to get the most complete picture of my dentition in general and individual teeth in particular. I agree to the appointment of a preliminary treatment plan. I have read the price list.
Patient _______________________________ (__________________)
Physician ________________________________ (__________________)
Consent to Treatment
I confirm that I have been informed by the doctor about the results of the preliminary examination in a form that I can understand, and I have received information about the results of the diagnostic examination, the presence of the disease, the diagnosis, and the prognosis. I was justified in my need for treatment, explained the treatment methods and the risks associated with the chosen method.
I have been informed about the pathology identified: :__________________________.
I am advised that the condition is chronic and may improve with medical care, but a full recovery cannot be guaranteed. I have been informed about the proposed treatment plan, the existing methods of treatment and the medicines used, and I have asked all the questions necessary to completely understand the nature and methods of treatment, and I have received complete answers. I am well informed that in the course of the medical intervention it may be necessary to change the treatment originally prescribed due to the clinical necessity, and additional examinations and procedures that I will have to undergo during the treatment process.
All such changes and additions will be made and prescribed for me in advance. I have received and understand the physician’s recommendations regarding diet, physical activity, and other restrictions related to my outpatient treatment. I have been informed of the need for appointments for monitoring examinations and tests. I understand that failure to comply with these recommendations may result in a deterioration of my health and the effectiveness of treatment through my own fault. Therefore, the clinic will not be able to provide me with a guarantee of recovery, and I will have no recourse against the doctor or the clinic in this case.
I understand that the reaction of each body, and mine too, to medical intervention is unpredictable and individual, and various complications are possible. I am informed of the following possible complications: during and after the therapeutic appointment: bruising after the injection of anaesthetic; biting pain after the filling of teeth and root canals; swelling of soft tissues or increase of existing swelling after the therapeutic intervention. I confirm that I have read the text of the informed consent and understand the meaning and purpose of this document. I consent to the medical intervention and treatment under the proposed conditions.
Patient _______________________________ (_________________)
Physician ________________________________ (__________________)
Informed Refusal
Patients sign the following statement of agreement to refuse medical care at “DentalCare”.
The dentist_____________________________________ gave me enough information about my teeth and recommended a treatment plan. The dentist also described the first steps and disadvantages of treatment, which include:
________________________________________________________________________________
________________________________________________________________________________
In addition, I was informed about the consequences and disadvantages of treatment:
______________________________________________________________________________
______________________________________________________________________________
I understand that there may be complications to my condition if I refuse treatment. I have read the document and agree with the information listed. I also understand and accept the potential risks, complications and side effects. I have decided not to continue with the recommended dental treatment after considering the risks, and I accept responsibility if my health deteriorates.
Signature_________________________________________________
Patient________________________________________________
Date:___________________________________________________
Doctor’s signature: __________________________________________________________
Date: ___________________________________________________________________________
Dental Teams Management
Strategy is an essential element of any company’s operations. Without strategic planning, it is challenging to act productively and purposefully. It is crucial to state that the dental clinic employs two administrators, nine dentists, and a cleaning staff. At the same time, the team is led by a general manager to ensure that the “DentalCare” clinic meets its goals. In general, strategic HR management of an organization is the management of the formation of the competitive labor potential of the organization, considering the ongoing and upcoming changes in its external and internal environment. This allows the company to survive, develop and achieve its goals in the long term.
For the management of “DentalCare,” the profitability strategy is used. The clinic’s key goal is to maintain its current level of profit. Therefore, minimal efforts are made here that will not entail an increase in production costs. “DentalCare” has a well-developed management system, which implies a wide range of rules for each employee. The focus is on the size of the team and its performance (Zelt et al., 2019). Therefore, this strategy ensures that the work is done in a timely manner. This is a prerequisite for satisfying clients who want to undergo dental treatment during a vacation or a short period of time.
It is also significant to mention that the profitability strategy involves controlling the activities of the staff and especially the quality of the work performed. This is because the clients of a dental clinic are interested in receiving high-quality services. Accordingly, the salary depends on the position held and the employee’s merits, and “DentalCare” introduces additional payments if people continue to cooperate with the dentist who has already treated them. This is because it demonstrates the high quality of staff work and effective communication with clients. Personality development takes into account competence in the field of tasks (Zelt et al., 2019). In addition, according to this strategy, motivation involves carefully considered conditions related to the achievement of specific performance objectives. Consequently, in addition to monetary rewards, the dental clinic uses praise at staff meetings as a motivational element.
Staff Communication
The ability to properly communicate with subordinates and establish high-quality communication has long been one of the most critical professional managerial competencies. Thus, the manager at “DentalCare” correctly formulates goals to structure the conversation correctly. At the same time, this makes it possible to establish contact with the staff, and the dental clinic goals become the employees’ goals. In addition, the manager also promotes the principle of equality in the team. Accordingly, it encourages the involvement of employees in the discussion. For the staff of “DentalCare”, it is vital to be needed, valued, and heard (Zelt et al., 2019). Hence, the manager empowers them to express their opinions. It is also a valuable approach to encourage employee autonomy and responsibility for the decisions they adopt in the course of their dental practice.
Furthermore, the manager uses the principle that praise should be given in public and criticism should be given only in a personal conversation with employees. First, public criticism is extremely humiliating and demotivating for an employee. Secondly, if one staff member is criticized publicly, others will immediately be wary of that management style (Zelt et al., 2019). Hence,
“DentalCare” stimulates positive communication in the team, which is ensured by praising employees in the presence of the whole team. Meanwhile, negative moments are discussed separately to allow staff to correct them rather than publicly humiliate workers.
Staff Meetings
Management meetings are one of the most influential business management tools. The primary objective of such a meeting is to coordinate the actions of individual staff members and departments, which enables the efficient use of company resources. In “DentalCare,” the manager holds meetings regularly, and if the dental clinic is testing a new technological system or management strategy, it occurs daily (Zelt et al., 2019). In current operations, the “DentalCare” staff assembles once a week to discuss the successes and difficulties faced by each individual employee. Meanwhile, in a dental clinic, as a rule, the meeting is intended for something other than making plans. Each participant should be prepared with a work plan for the next week, and the schedule should include tasks in terms of priorities (Zelt et al., 2019). They should be realistic and achievable to ensure an innovative and progressive approach to dental treatment and oral problems.
Moreover, meetings in the “DentalCare” are a way to measure the results for each staff member. Accordingly, at the meetings, dentists present their work for the week and then discuss interesting clinical cases that occurred in practice. The manager also organizes additional meetings when a problem is raised at a meeting that needs to be resolved quickly. For instance, it is required to address an issue with a dissatisfied client, but the experts are divided and need time to study the medical case and the dentist’s actions (Zelt et al., 2019). Hence, in DentalCare, if properly organized, the meeting lasts about 30-40 minutes and begins with brief reports on the previous week’s results. Then plans and quantitative goals for each subordinate for the next week are reviewed and approved.
Appointment Management System
It is essential to note that the “DentalCare” dental clinic has an electronic system for recording clients. This program for a dental clinic is needed to simplify the business. Accordingly, the administrator enters customer data into the client base, indicating the patient’s contact information: social networks and e-mail. The program saves information about treatment on the client’s card: tests, X-rays, appointments, and disease characteristics. It also provides the ability to organize notifications for doctors and patients in various ways via SMS and e-mail (Zelt et al., 2019). Notifications can remind people about an appointment or the need to perform a preventive visit to the dentist, tell them about promotions and discounts for treatment, congratulate them on a birthday, and a lot more. Thus, depending on the notification required, the “DentalCare” client customizes the message options itself.
In addition, the administrator can use the program to work with finances to facilitate accounting. Moreover, it makes it possible to establish an online appointment with a dentist. These features of the program help to systematize the work of dentists, analyze weaknesses and take action. However, most importantly, the service automates some of the tasks, facilitating the activities of employees (Zelt et al., 2019). Hence, it avoids the repetition of time recording appointments for several clients for one patient. Meanwhile, this program is used only for scheduled appointments.
Emergency Patient
Furthermore, there is always one available hour per day in a dental clinic to accommodate a patient with severe dental pain. Accordingly, an emergency patient can apply through the contact information and ask for an appointment or arrive at the clinics themselves and determine whether the dentists have availability (Zelt et al., 2019). The administrator enters such patients’ data into the system independently, and mass mailings that clients receive are not sent to urgent patients.
Marketing
Marketing strategy is a long-term plan for the realization of the company’s commercial and corporate goals. As part of these challenges marketers are engaged in brand promotion, sales of goods and services, pricing processes, in addition it is work with customers and staff. Marketing strategy in “DentalCare” is an official document, which is fixed in the policy of the clinic (Griffin, 2021). It describes the real state of the brand in the market, including assessment of future prospects, availability or absence of required resources for development. Moreover, for the development of the marketing plan for the clinic “DentalCare” were involved specialists from companies that offer services in the field of marketing and advertising. Therefore, the experts helped to address the strategy and pricing policy of the services in the market, methods of positioning, objectives of advertising campaigns and other aspects.
The strategy aims to enhance the profitability of the DentalCare medical clinic. Accordingly, the growth in the number of patients directly affects the profitability of the dental clinic. The company’s marketing strategy affects the liquidity of the business. Furthermore, a marketing strategy is required for brand positioning. It is necessary to be properly positioned in a niche to offer services at a market price (Griffin, 2021). The target audience must understand the value of the product and associate these qualities with the brand. Therefore, marketing is the connection between DentalCare services and the consciousness of a potential client. For these objectives, it is imperative to study the target audience of the dental clinic in order to launch appropriate advertising.
It is significant to emphasize that DentalCare’s marketing strategy is analytics. Thus, specialists study market characteristics, company possibilities and characteristics of merchandise. They also research activity of competitors and needs of target audience in definite niche (Griffin, 2021). During the analysis they take into account external and internal factors of the SWOT model, where S is strengths of the brand, W is weaknesses. Additionally O is opportunities/resources of the enterprise, and T is external threats, which cannot be influenced (Griffin, 2021). Thus, on this basis the dental clinic adjusts its marketing strategy in order to be competitive in the dental sector and meet the basic desires of the customers.
“DentalCare” is actively involved into the social networks. This is because today social media is not only a place for communication, but also a way to find information, choose a seller or service provider, and make a purchase. All this makes social media an effective marketing platform where virtually any service can be successfully promoted and delivered (Griffin, 2021). Different formats and types of advertising on social media help businesses increase the number of customers and revenues. Therefore, the social pages of a dental clinic publish high-quality content about the services and benefits of “DentalCare”. Additionally, it provides an opportunity for administrators and managers of the dental clinic to communicate with clients to gain feedback (Griffin, 2021). As a result, social media is not only a way to improve clients’ awareness of the services, but also to get recommendations for further development.
Additionally, the dental clinic uses contextual advertising to promote its services. This is a type of Internet advertising, with the help of which it is possible to demonstrate its banners and text messages as a result of search results or on the page of specific resources. This advertising tool is not similar to its analogs, as it is directly linked to the user search queries or corresponds to the theme of the visited site. Therefore, this tool attracts potential customers who can make decisions about the need for dental services. With context, it is possible to monitor the results and costs because the customer of such advertising pays only for the transition through the commercials. Thus, a large number of visitors learn about “DentalCare”, which will improve the number of patients and may contribute to the expansion of the dental clinic in the future.
Moreover, this tool is used to improve the image of the dentist’s practice. In addition, this advertising instrument can be used to create a stable brand association with a particular service. Therefore it is possible to increase awareness and recognition of “DentalCare,” to form loyalty and strengthen the status and image. The effectiveness of this technique is required to invest financial resources for multiple advertising (Griffin, 2021). Otherwise, such advertising can not be productive. Hence, media advertising ensures the intensive and systematic presentation of the brand in the information field of the residents of the district where the dental clinic is located.
Pediatric
“DentalCare” employs a pediatric dentist, which means a general dentist who has completed an additional course to gain specialized skills in pediatric dentistry. The dentist specializes in children’s oral health from birth to the end of adolescence. The treatment is performed using pedagogical methods in order not to frighten the child and make the treatment as less traumatic as possible (Stewart & Bagby, 2020). During the first consultation, the dentist establishes a trusting relationship with young patients. The goal of pediatric dentistry at “DentalCare” is also to prevent and teach oral hygiene. Therefore, the dentist instills good hygiene and nutrition habits, contributing to the formation and maintenance of healthy and beautiful teeth.
Nevertheless, it is challenging to treat children when they are afraid of the dentist and the dental clinic. The interior design of the children’s department of DentalCare is full of kind animals, and it is possible to wait in line in the playroom. This is designed to make patients feel comfortable (Stewart & Bagby, 2020). There are also life-size contours of trees and animals on the glass screen, and the combination of light wood and light green color calms children.
Moreover, the dentist’s office itself is also equipped to meet the needs of children. In front of the chair, a monitor hangs high on the wall, its position designed in such a way that it is convenient for young patients to watch cartoons that are constantly shown. Additional lighting in the form of powerful lamps is mounted on a high adjustable tripod. This allows the light to be adjusted to the growth and sensations of children in the dental chair. Furthermore, for the convenience of the youngest patients, a glass partition is arranged in the office, then children can see their waiting mothers and feel more confident. Furthermore, the dental clinic uses the latest equipment and experienced pediatric doctors with an understanding of children’s fears and the ability to work with them. In addition to new equipment for children, the waiting room also has a large aquarium and various types of toys.
“DentalCare” pediatric dentistry focuses on the treatment of major dental diseases. That is, the services include treatment of caries and its complications, periodontal diseases, and diseases of the oral mucosa. This is because it is known that caries and periodontal pathologies are the leading causes of tooth loss and the development of diseases of internal organs and organ systems, the so-called chronic oral sepsis. Doctors also treat diseases of the oral mucosa (Stewart & Bagby, 2020). They are the first signs of a violation of the general condition of the child’s body, reflecting pathologies of the gastrointestinal tract, cardiovascular system, endocrine system, and a number of other disorders.
Conclusion
Therefore, “Dental Care” dental clinic uses management and promotion strategies to popularize the services among the population. Furthermore, in addition to providing dental treatment for adults, the dental clinic also employs doctors who treat children’s oral cavities. At the same time, the overall interior of “Dental Care” is made in a white and light style to have a peaceful atmosphere. The physicians’ offices are also equipped with professional facilities and contain minimalist furniture to enhance the maneuvering space of the dentists. In the children’s office, the interior is designed according to the preferences of the clinic’s youngest clients. Appointments for procedures are also made electronically or at the hospital reception desk. In addition, it is also possible to make appointments for urgent patients suffering from a toothache, and they can wait for the nearest available time. Accordingly, Dental Care is constantly expanding to conform to basic standards of dental practice and to satisfy the needs of clients.
References
Griffin, R. W. (2021). Management. Cengage Learning.
Pälvärinne, R., Birkhed, D., & Widström, E. (2018). The public dental Service in Sweden: an interview study of chief dental officers. Journal of International Society of Preventive and Community Dentistry, 8(3), 205-211. Web.
Stewart, M. G., & Bagby, M. (2020). Clinical aspects of dental materials. Jones & Bartlett Learning.
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