Go to the hospital for outpatient general in a major university experience complaints about excessive expectations. System was changed to provide initial screening of incoming patients to refer them to appropriate medical facilities. Clinic administrator must evaluate the new system and decide what further changes to make. "Hide
by David H. Maister, Sean Doyle, Rocco Pigneri Source: HBS Premier Case Collection 13 pages. Publication Date: December 1, 1980. Prod. # 681 061-PDF-ENG
Related Case Solutions & Analyses:
Surfside Leisurescapes
UltraRichMatch.com: Online Matrimony in India
National Cranberry Cooperative
Unearthing the Roots of the Global Financial Crisis
IDIEM-Catalogo Verde
Zopa.com: From a Hot Idea to an Established Market Player?
The Nintendo Wii: Lessons Learned from Noncustomers
West teleservice valuation
The American Express Card, Chinese Version
Baycol/Lipobay: A Prescription for Trial
