Service design for the complex customer: An empirical analysis of mental health integration at Intermountain Healthcare

Joseph Van Orden
In 1998 Intermountain Healthcare instituted a mental health integration program in its primary care clinics. Mental health patients typify complex customers: those who supply multiple inputs into service processes whose inputs can expand across multiple service providers or multiple service visits. In this study, customer complexity is measured on a continuum by the number of co-morbidities of the patient (customer). It is hypothesized that complex customers receive better service from integrated service offerings than modular...
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