Case Analysis

A small dental office waiting room fills with patients most afternoons. Patients tend to get restless and irritated because most must wait 45 to 60 minutes past their scheduled appointment times before seeing the dentist.

1. What might be some possible problems causing the symptoms described in this scenario?
2. Explain how you could use the five-step planning process (p. 171-173) to identify/define the problem, generate/evaluate possible courses of action, choose a preferred solution, implement the planned solution and evaluate the results.