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This article presents a method dedicated to the design of collaborative healthcare processes in the context of dental centres by combining qualitative and quantitative approaches. Collaboration is addressed as a way to improve process efficiency and as component of the design approach. This design approach articulates the use of modelling and simulation of patient flows, together with a participative and inclusive approach applied in the case study of a dental centre, with the aim to improve the patient pathway. The patient experience deeply depends on how the centre is organised. For this reason, Design Thinking tools were used to collaboratively involve professionals and patients in identifying areas for improvement: job descriptions, organisation of spaces, ergonomics of treatment rooms, etc., with the aim of designing the dental centre ‘of the future’. Several organisational models were then simulated, using FlexSim software to assess the impact of the various collaborative scenarios considered. This real case study led to the construction of a new centre at the end of 2024, partially based on these recommendations. This work shows how digitally-powered modelling tools, combined with participatory and collaborative design approaches, supports personalized, ethical, and inclusive service transformation.

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Co-Designing Digitally-Enhanced and Inclusive Patient Pathways in Dental Care: A Case Study Combining Modelling, Simulation and Collaborative Innovation

  • 会议论文

  • 发表日期：

    2026年

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  • Raksmey Phan,
  • Edlecio Moreno,
  • Xavier Boucher

摘要

This article presents a method dedicated to the design of collaborative healthcare processes in the context of dental centres by combining qualitative and quantitative approaches. Collaboration is addressed as a way to improve process efficiency and as component of the design approach. This design approach articulates the use of modelling and simulation of patient flows, together with a participative and inclusive approach applied in the case study of a dental centre, with the aim to improve the patient pathway. The patient experience deeply depends on how the centre is organised. For this reason, Design Thinking tools were used to collaboratively involve professionals and patients in identifying areas for improvement: job descriptions, organisation of spaces, ergonomics of treatment rooms, etc., with the aim of designing the dental centre ‘of the future’. Several organisational models were then simulated, using FlexSim software to assess the impact of the various collaborative scenarios considered. This real case study led to the construction of a new centre at the end of 2024, partially based on these recommendations. This work shows how digitally-powered modelling tools, combined with participatory and collaborative design approaches, supports personalized, ethical, and inclusive service transformation.