Study On The Improvement Of Service Design Of Dental Clinic

Owing to a series of national policy support and domestic and foreign capital investment,private dental clinics are in the golden phase of development,however,the increasing number of the clinics will soon leads to a stage of homogenization competition.Although the core competitiveness of the dental clinic is still the doctor's diagnosis and treatment technology,the improvement of the service level and the optimization of the medical experience has become a decisive factor affecting its competitiveness in the future with the development of the service economy and the experience economy.This study aims to explore the defects of the existing dental clinic service system,and improve the existing dental clinic service system from the perspective of patients,doctors and staff,by using the theory and method of service design.First,the relevant theories and research methods of service design were summarized,and then by using the shadow exercise,service travel,and interest diagrams in the service design,the existing service system of the clinic was investigated and the customer journey map was drawn.Second,the analysis of the touch point and pain point in the service process of the dental clinic service system were carried out.The demand of the dental clinic service system was summarized and the service blueprint was drawn.Finally,the scheme of improvement in the dental clinic service system was proposed with its feasibility analysis.The design practice started with the construction of an online small program system to optimize the guiding process in the dental clinic service system.Meanwhile,the clinic's department layout,diagnosis and treatment process and doctor-patient relationship were also designed and visualized,providing a reference direction for the service optimization upgrade of the dental clinic in the era of commercialized medicine.