Essay on Dr. Martin's Office

930 Words Mar 22nd, 2014 4 Pages
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Dr. Martin's Office

Intro
It began with the professor feeling distressed from an “illness” and decided to call his primary care physician, Dr. Martin. He spoke with Betty, a nurse who told him the doctor was booked all day. For this reason, he sought a referral to the HealthCheck clinic which was covered under the university insurance. Despite the professor’s sickness, he was not referred to the clinic. Afterwards, the professor called the Employee Benefits Office and his case was relayed to Candy, the director, who shared the professor’s frustration. He took the medicine prescribed by Betty, with minimal results, so again he called Dr. Martin’s office and found he was out of office.
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Also, identify the roles of the primary players.
From the health care provider perspective, the process is triggered by a patient’s visit to a health care center. Here, the hospital requires an array of patient information to progress further. Once done, medical examinations of the patient begin and have either resolved the issue and prescribe medicine or offer the patient further tests. Next, they’ll send a treatment summary and bills to the insurance for assessment. Dr. Martin is the main health care provider, then we have the employee benefits office acting as an insurance company and mediator between the patient and health provider. The employee benefits office is also as the primary player mainly due to the fact that they dictate what providers qualify as part of the “plan”. This brings us to the HealthCheck clinic, a substitute provider in case of Dr. Martin unavailability. Finally, there’s the pharmacy which acts as the clinic’s complementary service provider.
3. Knowing who the customer is, and considering present customer service levels, what are the implications for supply chain redesign and for optimization of good customer service while keeping costs in check?
There are two major service providers, the university benefit center and Dr. Martin’s office have conflicting goals. Each focuses on individual goals without consideration to the professor’s customer value. The utmost implication for redesigning of

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