BECKETT'S DENTAL CASE ANALYSIS 5

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Humanities

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Explanation & Answer

Attached.

Running Head: BECKETT’S DENTAL CASE ANALYSIS

Beckett’s Dental Case Analysis
Name
Instructor
Institutional Affiliation
Date

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BECKETT’S DENTAL CASE ANALYSIS

2

The problem
The main problem of the case is that Dr. Beckett failed to demonstrate high level of
quality care and service delivery despite the redesign she undertook on its dental healthcare
clinic to guarantee high-level customer satisfaction.
Situational Analysis
Customers are vital aspects of the business, and their needs must be integrated within the
core values of the organization. Demonstrating the value for customer satisfaction is a vital
aspect of the organization. Dr. Beckett’s practice had over 2000 active patients and much more
that came infrequently. This meant that the dental healthcare organization had to devise
techniques and strategies to guarantee quality and faster services to her patients. Redesigning of
the billing, ordering and lab work was aimed at standardizing the routine procedures so that
errors could be minimized and to improve the level of patient care.
Dr. Beckett’s practice was so busy that some patients had to wait 3-4 months for routine
cleaning and examination. On the same note, patients had to wait for long about 20 minutes
before they are attended to. Although communication was efficient, this may not be quiet
satisfying to patients who required immediate attention. Dr. Beckett tried to reinforce the notion
that quality care depended on the positive long-term relationship between the patients and the
dental team. This is not often the case because positive relationship may not automatically result
in positive healthcare outcome. Quality services that are tailored to the needs of dental patients
coupled with positive relationship ultimately result in quality dental care.
Customer satisfaction is essential to any business, and this requires the business owner to
consider establishing a framework that enhances high customer satisfaction. Many at times,
organizations fail to realize the overall goals because they fail to integrate the interest of clients
within the organizational operational procedures. In this case, customers develop a feeling of not
being part of the organization. Moreover, customers must be motivated to stay engaged with the
services of the organization. This requires the organizational management to develop a quality
improvement plan to assure clients of the quality provided by the organization. It is also
important to integrate the customer views within the operational framework of the organization.
Managing the relationship between clients and the organization is vital because
customers are a significant part of organizational success. In this regard, customer complaints
should be responded to ve...


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