Publications
Publications
- December 1980 (Revised June 2006)
- HBS Case Collection
University Health Services: Walk-In Clinic
Abstract
The walk-in clinic for general outpatient care at a major university experiences complaints about excessive waiting times. The system is changed to provide for initial screening of arriving patients in order to route them to appropriate health care providers. The administrator of the clinic must appraise the new system and decide what further changes to make.
Keywords
Organizational Change and Adaptation; Service Delivery; Health Care and Treatment; Performance Evaluation; Health Industry
Citation
Maister, David H., Shauana Doyle, and Rocco Pigneri. "University Health Services: Walk-In Clinic." Harvard Business School Case 681-061, December 1980. (Revised June 2006.)