title: Content analysis of critical incidents to redesign a university walk-in clinic.
abstract: The UCLA walk-in clinic was scheduled to move into a new building in late 1997. This prompted the reevaluation of its existing service delivery system. A study was conducted among patients to understand their expectations and perceptions of the clinic's performance. The study was successful in identifying trends and problems and it was instrumental in developing proposals for a new patient flow system to be implemented in the new facility.
authors.affiliation: Management Division, Babson College in Babson Park, Massachusetts, USA.
authors.forename: J
authors.initials: J
authors.lastname: Rao
mesh_terms: D000553:Ambulatory Care / Q000458:organization & administration*; D002140:California; D003256:Community Participation; D003258:Consumer Behavior; D003625:Data Collection; D005260:Female; D006272:Health Facility Environment; D006275:Health Facility Planning; D006301:Health Services Needs and Demand; D006801:Humans; D008297:Male; D013333:Student Health Services / Q000458:organization & administration*