West Coast Healt University

BAB034

Revised June 17, 2004

West Coast University Student Health Services Primary Care Clinic

“We have a real opportunity to make some meaningful changes in the way things

are done around here. With the move to the new facility, we are looking at how

we can transform the process to make our patients much more satisfied with the

service they are getting. Now they are seeing the doctor they have chosen for

primary care more often than not, but the waiting times can be just too long. I

am hoping that this new team approach will do the trick!”

Joan Carwin

Director

Primary Care Clinic

WCU Student Health Services

The West Coast University Student Health Services

The West Coast University Student Health Service (SHS) served the medical needs of the

34,700 students who attended the West Coast University (WCU). All undergraduate students

(23,769) were required to be enrolled in the medical plan, while it was optional for, but usually

chosen by, graduate students. Almost half of the total student population used the SHS in any

given year.

The Student Health Services (SHS) offered care in a primary care clinic and several other

specialty clinics. SHS had its own laboratory and performed most routine lab procedures inhouse. In addition, the SHS had its own pharmacy and offered dental services, HIV testing, and a

broad menu of social services.

SHS was principally funded by registration fees, so many services were available at no

additional charge to registered students such as office visits, routine procedures, some lab tests, xrays performed in SHS and fitness exams.

Other services such as pharmaceuticals,

immunizations, more extensive physicals or more specialized lab tests were available for a

minimal fee.

David Wylie, Director of Babson College Case Publishing, worked with Professors Ashok Rao, Jay Rao and Ivor

Morgan, Babson College, to prepare this case as a basis for class discussion rather than to illustrate either effective or...