¶ … Janson Medical Clinic
Construct a Pareto diagram for dissatisfaction. What conclusions do you reach?
Creating a Pareto diagram of dissatisfaction shows how poor the overall patient experience is in the Janson Medical Clinic from a care and treatment perspective. As the case indicates that the process for making an appointment is streamlined and easily accomplished, it is not surprising that this aspect of the dissatisfaction metric scores the least. The top three areas that generate the highest levels of patient satisfaction include the ease of getting through on the phone, ease of getting a convenient appointment, and the length of time patients wait to see a physician. The following Pareto analysis illustrates the results.
What is alarming about the performance of the Jansen Medical Clinic from a patient satisfaction perspective is how low seven of the 14 attributes track score. The attributes so critical to delivering an excellent patient experience are ranking at an aggregate score of 3 or less. These include respect shown by nurses and assistants, amount of time to register, confidence in the physician's...
Taken together, these factors having such a low score undermine the credibility of the physicians and the clinic itself.
2. Select the top three sources of patient dissatisfaction and propose cause-and-effect diagrams for the possible reasons behind them.
The top three sources of patient dissatisfaction is the respect shown by nurses and assistants (0), amount of time to register (1) and confidence in the physician's ability (1).
The following are the cause and effect diagrams of factors leading to these outcomes:
3. Propose some process improvements to the flowcharts in Figure 13.26 and develop redesigned processes along with new flowcharts. How will your suggestions address the sources of dissatisfaction in Table 13.5?
The process shown in 13.26 can be made more efficient by having an answering service take calls (by a real person not a machine) to replace the steps of having an answering machine putting a patient on hold. Worse, the process as it stands today is very inefficient and open to potential errors of having the calls not returned as well. The following workflow would simplify the entire process significantly:
Call is routed to patient appointment scheduling -- and patient is given options of dates and…
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