Dissatisfied patients at Thien Chuong Dental Clinic

Abstract

Thien Chuong Dental Clinic was established in 1999 with over 15 years experienced in healthcare industry. Recently, the revenue of clinic is decreasing and the patient’s transaction is also reduced from 2014 to 2016 specifically. This research is written to find possible problems lead to decrease patient then give solution in order to improve and enhance patient engagement. The face to face interview were conducted with three patients and the clinic manager. At the first interviews, explanations for reducing patients were dissatisfied which regarded weak communication between doctor-patient, lack of specialize machine and long time for waiting. Nowadays, health care is not only pay attention to quality of treatment by excellent diagnose, treatment process but also concerns about delivering professional customer service. Patient oriented is the mission that clinic aims to achieve. It can be said that satisfied patient’s needs will get patient’s appreciation, enhance patient engagement and patient loyalty. Patient satisfaction is one of the most priority of some clinics in general and TC in specific target to achieve. For the loss of patients since 2014, the central problem is dissatisfied patients that impact on returning decision of patient which cause by poor communication between dentist-patient. Thus, this research focuses on the solution to solve the poor dentist – patient communication.