Reference no: EM131088144

Instructions:

Assume you are the manager of an outpatient clinic that is part of a larger health care system. The complaints about your clinic have been getting more frequent and more intense.  Some of you patients have complained about long wait time in the reception area.  Others have expressed dismay over the rudeness of clinic staff. You decide to talk to the staff about the problems.

The receptionists are very defensive and say that the secretaries in the back office will not help with the phone calls, so they have to take all the calls while trying to register patients. You talk to the secretaries and their story is just a negative. They say they have been asked to assume more responsibilities without additional help. The also complain that the receptionists keep transferring calls to them that the receptionist should handle.

The nurses are upset with the secretaries who will not find the charts for the patients and this causes longer waits for patients. The nurses are also annoyed with the receptionists who are always bothering them with questions. The physicians feel that they cannot do anything more as their days are chaotic and they are stressed. They believe that the clinic need more front office staff.

Answer the flowing questions:

1. What performance improvement tool(s) would you use to identify all the possible reasons why patient complaints are increasing?
2. What performance improvement tool or tools would you use to gather information to confirm the actual reasons for patient complaints?
3. You believe there may be more patient complaints on certain days of the week.  What quantitative performance improvement tool(s) would you use to analyze this theory?
4. The front office staff and nurses tally information about the causes of patient complaints. What quantitative performance improvement tool(s) would you use to select he problem areas to work on first?
5. After redesigning the patient registration process, you want to monitor the effectiveness of your actions. What performance improvements tool(s) would you use to measure whether the number of patient complaints actually decline in the future?
6. Please use APA format along with a Cover and Reference page.