Department of Healthcare Administration, Trinity University, San Antonio, Texas, USA.
J Healthc Manag. 2013 Mar-Apr;58(2):143-53; discussion 154-5.
Retail clinics--while innovative--can no longer be considered a new model of healthcare delivery, as an increasing number of hospitals and health systems now own them. The purpose of this article is to explore the extent to which hospital systems are satisfied with their ownership of retail clinics. In terms of operational challenges, respondents to our survey, administered to representatives from 19 health systems, were relatively satisfied with clinic staffing and their relationship with the retailers regarding lease terms, store locations, and shopper demographics. They expressed mostly neutral levels of satisfaction with regulations and laws related to retail clinics and low satisfaction with insurance reimbursement and clinics' seasonal patterns. The two areas that received the lowest respondent satisfaction ratings were patient volume and response to marketing initiatives. When asked to share their perceptions of their organization's satisfaction with various strategic aspects of retail clinic ownership, respondents revealed that the clinics were achieving several important strategic goals, such as improved access, increased referrals, defense against competitors, and increased brand exposure. They indicated overall dissatisfaction with profitability and cost-reduction outcomes. We conclude that serious operational challenges and strategic threats must be overcome if retail clinics are to be a successful service line for hospitals and health systems.
零售诊所——尽管具有创新性——不再被视为一种新的医疗服务提供模式，因为越来越多的医院和医疗系统现在拥有它们。本文旨在探讨医院系统对其拥有零售诊所的满意度。在运营挑战方面，我们对 19 个医疗系统的代表进行了调查，受访者对诊所人员配备以及他们与零售商在租赁条款、店面位置和购物者人口统计方面的关系相对满意。他们对与零售诊所相关的法规和法律表示出中等水平的满意度，对保险报销和诊所的季节性模式表示出较低的满意度。受访者满意度最低的两个领域是患者量和对营销活动的反应。当被要求分享他们对组织在零售诊所所有权的各个战略方面的满意度时，受访者表示，这些诊所正在实现一些重要的战略目标，例如改善就诊机会、增加转诊、抵御竞争对手和提高品牌知名度。他们表示对盈利能力和成本降低的结果总体上不满意。我们的结论是，如果零售诊所要成为医院和医疗系统成功的服务项目，就必须克服严重的运营挑战和战略威胁。
