Waiting time is one of the factors affecting patients' satisfaction with the quality of services, therefore, reducing the waiting time has an essential role in the improvement of services and clients' satisfaction. The present study was performed to study the client patients waiting time in referral restorative dentistry department of dental clinic using Six Sigma model.
In this descriptive study, 300 patients who referred to the restorative dentistry department of dental clinic, were included. Finally, 30 subjects were selected using random sampling method. Data were collected by waiting time measurement forms and researcher-made checklists. To determine the process quality, six sigma model was used. Finally, data were analyzed using SPSS version 16.
The highest mean waiting time belonged to the oral diseases department (mean=31 min) and the lowest one belonged to the examination unit of restorative dentistry department (mean=15 min). The most important factors extending the waiting time were simultaneous entrance of patients (mean=4.6 min), lack of medical students' skill and experience (mean=4.2 min), lack of employees and integration of reception unit with cash desk (mean=4 min), respectively.
Therefore, by analyzing reception process, appropriate management, and using Six Sigma model, waiting time will reduce, clients' satisfaction will increase, and the quality of services will improve.
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