The impact of office design on orthodontic office production: a qualitative assessment of the opinions of doctors, staff, and patients

Abstract

According to a report by the American Society of Interior Designers (1998), there are three primary components of productivity: employee satisfaction, customer satisfaction and financial performance. Factors that affect productivity are many in a small business, such as an orthodontic office. One such factor is the office design. The objective of this study was to qualitatively assess the impact factor of office design on employee satisfaction, customer (or patient) satisfaction, and financial performance. Two types of interviews and one survey were used in this study. The first interview was with the orthodontist(s) and the second was with staff of the orthodontic practices. The survey was for patients and/or parents of patients. Out of the 270 orthodontists practicing in a 50-mile radius surrounding Philadelphia who were contacted by mail, 35 orthodontists agreed to participate, for a response rate of 13%. Give the limitations of the study, the first twenty orthodontists to respond and coordinate an office visit were identified as the sample for this study. A total of 66 staff members were interviewed throughout the 20 office visits. Each participating office was given 50 letters to pass out to patients informing them of the online survey. Of the 1000 letters left at offices, only 42 patients participated in the online survey, for a response rate of 4.2% Based on the results collected from this study, the following conclusions were drawn: 1. Age of the office does not correlate with efficiency or practice volume. 2. Staff members used more positive adjectives to describe newer offices and staff enthusiasm was greatest at newer offices. 3. A lack of space and issues with colliding bodies and crowding were the most common problems with orthodontic office design, reported by staff and doctors alike. 4. Staff members most often spend 15 minutes for an average adjustment appointment. The office layout or design does not seem to be a factor in appointment length. 5. Female doctors more often had offices that reflected their personal preferences. 6. Most doctors believe that their office layout contributes most to efficiency within their office. 7. Trends in orthodontic office design include: an open treatment bay, a stand-up consult area, and a multipurpose room. Additionally, most offices are embracing technology and placing sterilization within their treatment area.