Addressing patient's queueing time: An action research on promoting socially useful service through inter-professional teamwork

Date of Publication


Document Type

Master's Thesis

Degree Name

Master of Business Administration


Ramon V. Del Rosario College of Business


Decision Sciences and Innovation Dept

Thesis Adviser

Benito L. Teehankee

Defense Panel Chair

Maria Victoria P. Tibon

Defense Panel Member

Maria Paquita Diongon-Bonnet
Frances Jeanne L. Sarmiento
Maria Victoria P. Tibon
Brian C. Gozun


This Integrated Action Research addressed the issue of patients long queueing time in a dental clinic by identifying bottlenecks and improving the internal processes of the clinic. The ultimate goal is to shorten patients waiting time to 20 minutes through a reliable scheduling system guided by the interprofessional teamwork framework anchored to promoting socially useful services to serve human development. This paper serves as an avenue to instill a sense of vital commitment and sense of inclusion to each team members of the organization. It promotes the concept of collaboration and coordination of efforts of the team towards the goal to addresses the issue. More importantly, this action research enables the employees to have professional development, as to create greater contributions to the organization and to the society. The issue was identified through customer satisfaction survey, one-on-one interviews, formal and informal meetings, and action research tools such as ORJI, the ladder of inference, levels of inquiry, four parts of speech, left hand column and force field analysis. Guided by Reeves interprofessional teamwork, we were able to address the issue. In addition, Lewin's Unfreeze-Change-Refreeze Model was used to facilitate the changes done by the team through the completion of this project.

Abstract Format






Accession Number


Shelf Location

Archives, The Learning Commons, 12F Henry Sy Sr. Hall

Physical Description

1 computer disc ; 4 3/4 in.


Consumer satisfaction; Teams in the workplace; Production scheduling

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