CASE STUDY
Assessing Parent Satisfaction with Pediatric Healthcare Services at CVS MinuteClinic
This research examines how parents perceive the trustworthiness and effectiveness of pediatric services at CVS MinuteClinic. It explores key factors shaping confidence and decision-making, including quality of care, convenience, staff professionalism, and the overall healthcare experience for children.
CLIENT
CVS MinuteClinic
DURATION
January-March 2025
ROLE
Design Research, Service Design
IMPACT AREA
Improving Healthcare Access and Patient Experience
Parents may hesitate to seek pediatric care at CVS MinuteClinic due to concerns about trust, quality, and staff professionalism, highlighting a gap in meeting families' needs.
Problem Statement
Objectives
Identify key factors influencing parents’ trust, satisfaction, and decision-making when using MinuteClinic’s pediatric services.
Understand Parent Perceptions
Uncover Barriers & Areas for Improvement
Pinpoint challenges in accessibility, quality of care, and service delivery to enhance the patient and caregiver experience.
Develop actionable recommendations to improve MinuteClinic’s pediatric care model, ensuring a more seamless, reliable, and patient-centered experience.
Inform Service Design Strategies
Design Process
Discover
Secondary Research – Exploring existing studies on pediatric care in retail clinics, parental trust factors, and industry standards.
Competitive Analysis – Assessing how other retail clinics provide pediatric care and build trust with parents.
Parent Surveys & Interviews – Gathering insights on parental concerns, expectations, and experiences with MinuteClinic.
Define
Synthesizing Research Findings – Identifying key themes and recurring concerns from data collected.
Persona Development – Crafting parent personas based on different attitudes, concerns, and decision-making factors.
Journey Mapping – Visualizing a parent’s experience with MinuteClinic pediatric services, pinpointing trust gaps and friction points.
Problem Statement Refinement – Clearly articulating the core issues affecting parental confidence in MinuteClinic’s pediatric services.
Develop
Thematic Analysis – Organizing qualitative and quantitative data to highlight pain points and areas of improvement.
Stakeholder Validation – Sharing research findings with MinuteClinic providers to ensure alignment and accuracy.
Opportunity Areas Identification – Defining potential ways to improve parental trust and the pediatric care experience at MinuteClinic.
Deliver
Insights & Key Findings – Presenting research-backed conclusions on parental trust, expectations, and experiences.
Service & Communication Recommendations – Suggesting actionable strategies for MinuteClinic to enhance pediatric care messaging, staff training, and service delivery.
Final Research Presentation & Documentation – Compiling the research process, insights, and recommendations into a structured report or presentation.
