Operations Management in Medical and Dental Offices (Strand 1: Business Operations/21st Century Skills)

Operations management

Day-to-day coordination of people, time, space, equipment, supplies, and processes to meet practice goals.

Performance analysis

Structured review of how well organizational activities are working compared to expectations.

Key performance indicators (KPIs)

Metrics that represent the work being done and connect to the office’s goals.

Resource reallocation

Shifting limited resources to areas where they can create more value.

Bottleneck

A point of congestion in a system that slows down overall performance.

Goal clarification

Defining what outcome matters and what “good” looks like.

Cycle time

The total time from check-in to checkout for a patient.

Just-in-Time (JIT) purchasing

An approach to keep lower on-hand inventory and replenish frequently.

FIFO (First In, First Out)

Inventory management method where the oldest stock is used first to reduce waste.

LIFO (Last In, First Out)

Method of using the newest stock first, which can lead to expired items if not managed.

LEAN thinking

An operations approach focused on delivering value by removing waste.

Quantitative data

Numerical data used to evaluate performance.

Qualitative data

Non-numerical data that represents opinions or experiences.

Variance analysis

Comparison of budgeted results to actual results to understand discrepancies.

Preventive maintenance

Routine work done to keep equipment functioning and prevent breakdowns.

Incident reporting

System for documenting safety incidents or near misses for improvement.

Competency assessment

Evaluating staff skills to ensure they meet job requirements.

Budget variance formula

$$\text{Variance}=\text{Actual}-\text{Budget}$$

Standardized workflows

Consistent processes used to improve efficiency and outcomes.

Cycle counts/audits

Periodic checks to ensure inventory records are accurate and that stock is not lost.

Patient satisfaction surveys

Tools used to collect feedback on patient experiences.

Root cause analysis

Process of identifying the underlying reasons for performance gaps.

Compliance issues

Problems that arise when regulations or standards are not met.

Training and development

Programs aimed at improving staff skills and knowledge.

Environmental management systems

Preventive measures and practices to manage environmental impact.

Health and safety systems

Procedures to maintain a safe working environment and reduce risks.