Improving access and managing healthcare demand with walk-in clinic

Abstract

Purpose – Poor access to healthcare and increasing demand for services represent a management dilemma how to balance between needs and costs. Scrutinising the concept of demand management and using a case study from Finnish primary care, the purpose of this paper is to examine the complexities of managing demand for health services. Design/methodology/approach – Convenience has explained the popularity of walk-in clinics (WIC), making it an attractive demand management tool. By analysing the quantitative service utilisation data of frequent attenders at WIC, the paper exemplifies what enhanced access to care means for demand management of public welfare services. Findings – High user rates and satisfaction indicate demand for this type of service; however, the establishment of WIC provided supplementary care for the high users of health services, most suffering chronic diseases. Research limitations/implications – Better understanding of the structure of service demand is needed in order to develop a more coordinated service system and to manage demand for public welfare services. Practical implications – The study demonstrates the importance of identifying service utilisation patterns in managing demand. Instead of single solutions, a wider system-level perspective is essential. Originality/value – Managing demand and facilitating access are core primary care attributes but there is little evidence about the impact of demand management strategies. The paper ties together important healthcare management issues: how to control demand and improve the access? Moreover, few studies have examined the frequent attendance at WIC. This paper presents a practical illustration of demand management tool and indicates some demand management problems to be considered in healthcare management.

Impact of distance monitoring service in managing healthcare demand: a case study through the lens of cocreation

“…Our research has valuable implications for both academia and practice. This study addresses the need for empirical research on healthcare demand management, which has been raised by many [ 20 , 22 , 85 ] and met by very few (e.g., [ 86 , 87 ]). Questions have been raised about whether flexible and easier access to care, as offered by telecare services, and curbing demand for care can coexist [ 86 ].…”

“…This study addresses the need for empirical research on healthcare demand management, which has been raised by many [ 20 , 22 , 85 ] and met by very few (e.g., [ 86 , 87 ]). Questions have been raised about whether flexible and easier access to care, as offered by telecare services, and curbing demand for care can coexist [ 86 ]. This study offers an explanatory answer to these calls and questions by showing that services can better manage the healthcare demand while providing easy access to care.…”

Demand management approaches in services sector and influence on company performance

“…Murray and Berwick (2003) suggested applying advanced access in healthcare during occasional demand surges to reduce delays/waiting time with same day appointments. Kork and Valluri (2016) found high usage and satisfaction from advanced access among chronic patients with high usage. Reducing customer involvement in service process was suggested as increased involvement that could cause difficulties in managing service and result in lesser efficiencies (Jiang et al ., 2019; Chase, 1981).…”

Nurse staffing models in acute care: A descriptive study

“…In many industrialized countries, healthcare systems are facing a rising demand for hospital care (Australian Institute of Health & Welfare, 2013; Kork & Vakkuri, 2016; Ordre des infirmières et infirmiers du Québec [OIIQ], 2014a;OIIQ, 2014b;Papi, Pontecorvi, & Setola, 2016), while simultaneously dealing with a decrease in the number of nurses able to provide care (Kork & Vakkuri, 2016;Needleman, 2015;OIIQ, 2014a).…”