Improving client satisfaction and clinic revenues through systems simulation: the case of a university nutrition clinic.
A client-responsive strategy was developed based upon input from nutrition clinic personnel, administrators, and clients. Systems simulation identified the strategy most likely to lead to client satisfaction while also meeting the needs of clinic personnel and administration. The strategy was subsequently introduced into the clinic and patient satisfaction and operating revenues were monitored following implementation. Both measures of impact demonstrated significant improvement.
Thompson
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RC
Washington State University, USA.
Scammon
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DL
D000554:Ambulatory Care Facilities / Q000191:economics / Q000458:organization & administration* / Q000592:standards; D004045:Dietary Services / Q000191:economics / Q000458:organization & administration* / Q000592:standards; D006801:Humans; D007182:Income; D008389:Marketing of Health Services; D017146:Models, Organizational; D052756:Nutritional Sciences / Q000193:education; D009937:Organizational Objectives; D017060:Patient Satisfaction; D015397:Program Evaluation; D014481:United States; D014495:Universities