Minute Clinic Presentation
Transcript of Minute Clinic Presentation
Ch. 12 Case Study G:
Minute Clinic1. Julianne Peters2. Leah Robideau3. Tricia Nielsen4. Evan Pearson5. Jeff Norton6. Lyndsey Peterson
History of Minute Clinic
1999: Rick Krieger’s brought his son in for a strep throat test and had to wait 2 hours
Realized need for quick, convenient health care2000: QuickMedx was founded
Focused on 7 common ailments2002: QuickMedx became MinuteClinic
History continued…2004: MinuteClinics opened up in Target storesCVS approached MinuteClinic seeking a partnership
2005: Opened 3 MinuteClinic’s in CVS stores2006: CVS announced its agreement to acquire MinuteClinicToday: More than 500 locations in 26 states
Survey reveals 95% customer satisfaction rating
4 Unique Service Characteristics
1. Intangibility• Services can’t be touched• Search quality• experience quality• Credence quality• Facilities very important (tangible)
2. Inseparability• Customers involved in services they are buying
Characteristics continued…3. Heterogeneity
• Variable inputs/outputs• Less standardized and uniform
4. Perishability• Cannot be stored, warehoused, or inventoried
Elements of Service Quality
5 major factors:ReliabilityResponsivenessAssurance EmpathyTangibles
ReliabilityPerforming the service dependably, accurately, and consistently• Extremely important to consumers!
Services clearly listed
Prices given straight-forward
The website also tells customers what to expect
ResponsivenessThe ability to provide prompt service
MinuteClinic specifically caters to busy individuals – no appointments necessary
Open evenings and weekends for convenience
Visits last about 15 minutes
2007 Bird Flu example
AssuranceKnowledge and courtesyof employees & their ability to convey trust
MinuteClinic adheres to the same principles of all other health care facilities First retail health care facility to be accredited by the Joint Commission (national evaluation and certifying agency)
EmpathyCaring, individualized attention to customers
MinuteClinic understands their customers’ concerns Quality AffordabilityConvenience
Service is valuable to everybody but especially those with lower incomes and busy schedules
TangiblesPhysical aspects of the service providedFacilitiesEquipment Employee Appearance
MinuteClinic uses:Same equipment Qualified clinicians• Nurse Practitioners and Physician Assistants