Feed-back.com: Blog

Service Discrepancies

Typically, successful franchises meet consumers’ expectations by providing a standard product or service mix in every location. Retail clinics share some operational characteristics with franchises: The “look and feel” of the facilities, immediate access to services, posted menus with prices, etc.

Feed-back.com’s visits to selected retail clinics in 2008 (so far) suggest there may be inconsistencies in the way services are delivered in different locations — even in facilities that are operated by a single company. As noted in the August 27th, 2007 blog, a senior citizen was unable to have diagnostic testing done at a California-based retail clinic. A follow-up visit (March 2008) at the same facility and another one indicates the policy hasn’t changed. The signs that cite Medicaid and Medicare restrictions are still present. According to one receptionist, if a patient lies and receives treatment, the clinic and patient are both at risk for penalty. At another facility, the receptionist stated that elderly patients are not treated, but a service provider at the same location said elderly patients who are not covered by Medicare can receive treatment.

Recently, another odd discovery was made at the same group of retail clinics regarding a specific type of diabetes test — glycosylated hemoglobin (A1c). A survey conducted with eleven clinics operated by the same company revealed that four facilities require an office visit for patients to receive the test. No visit is required for testing at the other seven clinics. When asked, clinic personnel could not explain why such a discrepancy exists. In addition to requiring extra time, it costs more. The final result is a service that’s not as convenient, quick, or cost-effective as patients might otherwise expect.