Reference no: EM131988491
Case Study Assignment: Quality Analysis
The ambulatory health service at a university is experiencing an increased number of student complaints concerning the services it offers in its walk-in urgent care clinic. Using the data in Table 14-5 on page 296 of the textbook, select a complaint for analysis. Your analysis must include a fish-bone chart, other appropriate charts (run and / or control), and any other techniques you deem necessary to analyze the data appropriately.
Table 14-5:
Complaint type 1 2 3 4 5 6 Total Visits
September 34 38 16 45 13 103 824
October 23 24 7 40 9 56 956
November 14 50 11 20 26 34 1167
December 67 40 12 17 34 9 1034
January 13 31 10 12 15 45 645
February 20 60 4 13 9 6 1645
March 23 97 18 23 4 3 1432
April 43 31 3 14 13 0 745
May 4 25 0 12 16 1 456
Total 241 396 81 196 139 257 8904
Complaint
1. The quality of service recieved
2. Waiting time was too long
3. Follow-up care was not available
4. Clinic was hard to find in the building
5. The medical care/treatment took too long
6. They could not find medical records
Write a three page paper in which you:
1. Construct a fish-bone chart using Word or MS Paint.
2. Construct a run and / or control chart using Excel.
3. Recommend to the ambulatory health service on how it can improve the services it offers in its walk-in urgent care clinic, based on your analysis. Provide a rationale for your recommendation.
Your assignment must follow these formatting requirements:
• Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
• Include a cover page containing the title of the assignment, the student's name, the professor's name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.