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