Integrated issues in service operations, organizational behavior and applications of management science models such as simulation and queuing theory. A complete analysis of the case includes understanding processes, computing load and using models of stochastic arrival rate and service rates of the existing and proposed systems. In addition, the questions of corporate management keeps involved with the management of an outpatient center. The Primary Care Clinic (PCC) is the only clinically walk … Read more »

Integrated issues in service operations, organizational behavior and applications of management science models such as simulation and queuing theory. A complete analysis of the case includes understanding processes, computing load and using models of stochastic arrival rate and service rates of the existing and proposed systems. In addition, the questions of corporate management keeps involved with the management of an outpatient center. The Primary Care Clinic (PCC) is the only walk-in clinic on campus and is currently working under a triage system. The Student Health Services (with PCC) is to move to a new facility. The director of the PCC sees the move as a good opportunity to review and improve on the present service delivery process and system. Three major objectives for the new system were identified: reduction in waiting time for seeing a healthcare provider, transforming the perception of the hospital as an impersonal bureaucracy and improve student perceptions (particularly non-users) on the performance and effectiveness of the PCC. To achieve these goals, a new system of teams clinicians (physicians and nurse practitioners) has been proposed.
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from
David Wylie,
Ashok Rao,
Jay Rao,
Ivor Morgan
Source: Babson College
18 pages.
Release Date: 1 January 2000. Prod #: BAB034-PDF-ENG
West Coast University Student Health Services – Primary Care Clinic HBR case solution