Experience in managing the competitiveness of municipal dental clinics based on the application of a balanced system of indicators

Abstract

The purpose of the article is to highlight the results of an experiment in introducing management mechanisms using a balanced scorecard in urban dental medical institutions (using the example of the Penza region). The region is now seeing a revival in demand for dental services compared to the 2020 pandemic year, when total visits to municipal dentists fell by more than 15%, although the commercial sector reduced this figure by almost 32%. Currently, the growth rate of turnover of services from municipal clinics is also ahead of similar indicators in the commercial sector. A certain role in this priority of preferences was played by the experimental stimulation of improving the quality of dental services based on the introduction of a balanced scorecard, which, based on a set of monetary and non-monetary indicators of in-house management strategies, contributed to both improving the internal processes of clinics and improving the competencies of the personnel working in them, which ultimately had a positive impact on the competitiveness of medical institutions in local markets for dental services. This experiment took into account important aspects of the competitiveness of medical institutions based on modern challenges of the external environment and internal factors of organizations, the most important of which is the ability to attract clients under compulsory medical insurance policies and at the expense of the Compulsory Medical Insurance Fund. The research during the experiment involved monitoring changes in the motivation of employees of dental clinics and objective calculations of the efficiency of organizations using a specially developed system of measurable indicators. Based on the results of the experiment and the results of an expert assessment of competitiveness, we can assume the feasibility of introducing a balanced scorecard in medical institutions of various profiles, as an effective management tool that ensures a consistent solution to the problems of improving strategic and tactical management. The scientific novelty of the study lies in the creation of an adaptation of the balanced scorecard methodology to dental medical institutions that would satisfy the economic interests of all interested parties: the state, clinic management, and patients.

Keywords

• balanced scorecard
• municipal dental clinics
• competitiveness
• management