Dr. Martins Office

Dr. Martin’s Office

Case Study

Tyler Schulzke

MNGT 370-A

Executive Summary

Dr. Martin’s office recently had a failure to provide adequate service to one of their clients, a professor. Due to this professor being part of a larger client, his universities benefit program, his dissatisfaction could prove quite costly. In order to rectify the situation and make sure it doesn’t happen again the office must adopt new policies and better train their staff.

The Situation

During a recent interaction with Dr. Martin’s health care delivery system there were certain weaknesses shown in how the service was delivered. This occurred when a client, a professor from the University, called in after experiencing nausea and gastric discomfort. His initial contact was with Betty, whom informed him that Dr. Martin would not be able to accommodate him at this time. She then refused to provide a referral to the HealthCheck Clinic; instead providing him with a prescription at a local pharmacy to help with his symptoms. After calling back the following day to book an appointment the client was once again turned aside and referred to an emergency room instead of his preferred HealthCheck Clinic. Fed up with Betty’s lack of help the professor went to the HealthCheck Clinic where he was assisted by a Nurse Practitioner; leaving happy with his service and a proper medication for his ailment. This prompted the professor to call Betty once more the following day to ask for a referral to HealthCheck for insurance purposes. Betty once again stated that Dr. Martin would not do so. This ended the communication with said client.

Business Issues

This situation has provided many troublesome insights. First among them is that even though this is just one client interaction, the professor, that client is part of a much larger client, the university benefits program, and a situation like this could prove to lose quite a substantial amount of business. Due to the professor...