RESUMO
PURPOSE: To describe the use of work process modelling to optimise the organisation of the demand for oral health treatment in primary care units in Brazil. MATERIALS AND METHODS: The oral health care routine was at first described as the "AS IS" model, which was evaluated by the oral team professionals, rearranged, and further described as the "TO BE" model described using a business process management modelling tool. The significant increase in the demand of patients due to restrictions offered by the dental service in addition to non-urgent treatments being avoided by patients during COVID-19 pandemic was also considered. RESULTS: Structuring the work processes in a visual way using modelling tools was useful to picture the entire treatment process and adjust when needed. The use of the managerial tool was useful to understand and reorganise the workflow of organising the demand and ultimately improve the efficiency of the resources. The use of such managerial tools helped oral health professionals to efficiently rearrange their tasks and set priorities to meet their needs. CONCLUSIONS: With the use of management tools, each unit can readjust its structures and ways of working, aiming to improve the quality of public health care services provided to patients.