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Engle, R. L., Lopez, E. R., Gormley, K. E., Chan, J. A., Charns, M. P., & Lukas, C. V. (2017). What Roles Do Middle Managers Play in Implementation of Innovative Practices? Health Care Management Review, 42, 14-27.
https://doi.org/10.1097/HMR.0000000000000090

has been cited by the following article:

• TITLE: Policies and Procedures in Providing Competent Customer Service in Urgent Care Centers

  AUTHORS: Marcus Caster

  KEYWORDS: Business Sustainability, Customer Care, Patient Satisfaction, Urgent Care Centers

  JOURNAL NAME: Open Journal of Business and Management, Vol.8 No.3, May 19, 2020

  ABSTRACT: The purpose of this case study was to explore customer care strategies that managers of urgent care businesses used to improve customer care services and patient satisfaction. The target population consisted of 1 urgent care manager from 3 separate urgent care clinics with the highest customer satisfaction ratings in Alabama. Semistructured interviews and patient survey forms were the data sources. Data were analyzed using thematic analysis, which identified similar codes, patterns, and themes. The 3 primary themes that emerged from the thematic analysis were patient-focused care, social media outreach, and employee engagement. Participants in the study indicated the importance of placing the needs of the patients first. In addition, the participants shared the motto that the customer is always right. The findings from the participants confirm that patient focused care increases patient satisfaction. Each participant expressed they had true loyal customers that spread their satisfaction experience about their clinic to other members of the community. Findings in the study supported the efforts of the UCMs’ strategies on improving customer care services and patient satisfaction. The findings of this study may be of value to business managers in terms of how UCMs can provide customer care services to improve patient satisfaction.