doiSerbia

Applying the model of excellence in dental healthcare

Tekić Jasmina (School of Dental Medicine, Belgrade)
Majstorović Vidosav D. (Faculty of Mechanical Engineering, Belgrade)
Marković Dejan (School of Dental Medicine, Belgrade)

Introduction. Models of excellence are considered a practical tool in the field of management that should help a variety of organizations, including dental, to carry out the measurement of the quality of provided services, and so define their position in relation to excellence. The quality of healthcare implies the degree within which the system of healthcare and health services increases the likelihood of positive treatment outcome. Objective. The aim of the present study was to define a model of excellence in the field of dental healthcare (DHC) in the Republic of Serbia and suggest the model of DHC whose services will have the characteristics of outstanding service in the dental practice. Methods. In this study a specially designed questionnaire was used for the assessment of the maturity level of applied management regarding quality in healthcare organizations of the Republic of Serbia. The questionnaire consists of 13 units and a total of 240 questions. Results. The results of the study were discussed involving four areas: (1) defining the main criteria and sub-criteria, (2) the elements of excellence of DHC in the Republic of Serbia, (3) the quality of DHC in the Republic of Serbia, and (4) defining the framework of the model of excellence for the DHC in the Republic of Serbia. The main criteria which defined the framework and implementation model of excellence in the field of DHC in Serbia were: leadership, management, human resources, policy and strategy, other resources, processes, patients’ satisfaction, employee’s satisfaction, impact on society and business results. The model had two main parts: the possibilities for the first five criteria and options for the other four criteria. Conclusion. Excellence in DHC business as well as the excellence of provided dental services are increasingly becoming the norm and good practice, and progressively less the exception.

Keywords: service, excellence, dental healthcare provision