Title: Measurement of clients' satisfaction on appointment assignment

Authors: Yvel Javel, Diane Riopel, Blanca Perez-Gladish

Addresses: C.I.R.R.E.L.T. et Departement de mathematiques et de genie industriel, Ecole Polytechnique de Montreal, 6079 Succursale Centre-ville, Montreal (Quebec) H3C 3A7, Canada. ' C.I.R.R.E.L.T. et Departement de mathematiques et de genie industriel, Ecole Polytechnique de Montreal, 6079 Succursale Centre-ville, Montreal (Quebec) H3C 3A7, Canada. ' Departamento de Economia Cuantitativa, Facultad de CC. Economicas de la Universidad de Oviedo, Avenida del Cristo s/n, Oviedo (Asturias) 33006, Spain

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.

DOI: 10.1504/IJMOR.2010.034344

International Journal of Mathematics in Operational Research, 2010 Vol.2 No.5, pp.634 - 655

Published online: 01 Aug 2010 *

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