Executive Master Degree in Health Care Service Management, INDEG- ISCTE, 2009;
Health Economics Theory about: “Determinant factors on the search for Oral Health Care Service – an application to Portugal”;
Executive team member of the Dental Assisting Technological Program in Egas Moniz – Coop. Ensino Superior, Crl.
Practice in Health Care Management and Dental Assisting at Public and Private Oral Health Service.
Summary of the presentation
The world crisis and mainly the Portuguese financial situation, leads invariably to a lower demand for products and service on different business sectors.
For many people, the Oral Health Care situates-itself in the category of the “non-critical” till reach the state of urgency and pain.
A new concept arises in answer to the new demands of the market – Marketing of the Relationship. This includes a new form of interaction between professionals and patients in a way of facing a highly competitive environment.
To maintain faithful patients and attract new ones without losing service quality is a guarantee for keep jobs and productivity.
Being this conference made for Dental Assistants, it is important to emphasize situations that can compromise the good “Patient’s Trajectory” because of simple faults that affect the “client” satisfaction.
Appealing multimedia elements will be used to show the key concepts that an assistant should fulfill to understand and satisfy the patient’s needs. Their tasks go away beyond supporting the doctor INSIDE the dental room.
The Dental Assistant also should guarantee a good articulation and communication between all the functional areas (reception-dental room-dental lab). As connection element, they will promote the good service quality and a positive clinical image.
The local and by phone attendance are the first contact that the patient has with the chosen dental office. When visiting the dentist the fear and vulnerability are important aspects that Dental Assistant must consider when handling with his “new” or (still) faithful patient.
The bigger rank of information and the stress felt by the users of health care service are also factors that lead to situations of conflict and complain.
To solve these issues, will be presented important rules, that Dental Assistant can use has a tool to manage these episodes, in different settings.