Fig 1.
Coghlan and Brannick’ [10] four-step spiral model of Action Research.
Table 1.
Criteria for rating staff and clinic environment with corresponding behaviorally anchored items.
Table 2.
Description of mystery patient scenarios.
Table 3.
Descriptive statistics of MP visits to outpatient clinics.
Fig 2.
Front Liners’ Assessment as exhibiting behavioral standards of service excellence “most of the time” across clinics.
Fig 3.
Clinics’ assessment as exhibiting environmental standards of service excellence “most of the time” across clinics.
Fig 4.
MPP as a catalyst for value co-creation through patient experience using Coghlan and Brannick’ [10] four-step spiral model of action research.