Complete Text Page 293 Practice Exercise 5: Meeting Customer Expectations

Learning Goal: I’m working on a global health question and need guidance to help me learn.

q1)

Wk6 ECE10, End of Chapter Exercise: Ch 10

Instructions

1. Refer to text chapter 10, Exercise 10.2
2. Complete your work using a word processor.
3. Your summary should be 500 words or more.
4. Save your work in a pdf file format.
5. Submit your work in pdf file format, as an attachment.
6. Due by Sunday of this week at 11:59 pm CT.

2q)

Question

Imagine you are the supervisor of the health information management (HIM) department in a large outpatient clinic. This department manages patient records. Complaints about your department are becoming more frequent and intense. Some clinic employees have complained that the HIM department takes too long to retrieve patient records. Others have expressed dismay over the rudeness of HIM staff. You decide to talk about these problems with employees throughout the clinic. The clinic’s receptionists respond to you defensively. They tell you that the HIM staff won’t answer the phone and that they want some backup when they are busy with patients. You talk to the HIM staff and find their stories are just as negative. They say they are being charged with more responsibilities but have no additional help. They also complain that the receptionist’s transfer calls that they should behandling. The clinic’s nurses are also upset with the HIM staff; they claim the department does not help them locate patient charts, causing long wait times for patients. The clinic’s physicians say they cannot assume additional tasks to alleviate the situation because their days are already chaotic.

1. What quality improvement tool would you use to identify possible reasons for the increase in complaints about the HIM department?
2. What quality improvement tool would you use to gather information to confirm the reasons for the complaints about the HIM department?
3. You hypothesize that complaints spike on certain days of the week. What quality improvement tool would you use to analyze this theory?
4. The HIM staff tallies information about the causes of complaints. What quality improvement tool would you use to prioritize the problems?
5. What quality improvement tool would you use to define the current process for retrieving patient records?
6. You believe that cooperation between the clinic receptionists and HIM staff would im- prove if phone responsibilities were more clearly defined. To whom would you assign the task of defining roles and responsibilities?
7. After redesigning the record retrieval process, you want to monitor the effectiveness of your actions. What quality improvement tool would you use to determine whether the number of complaints has decreased?

Instructions

1. Answer and present questions 1-7 in a logical sequence with question #, statement, and answer

3q)

A)

1. Complete Text Page 293 Practice Exercise 5: Meeting Customer Expectations
2. Complete your work using a word processor. Save and submit your work in a pdf file.

B)

The following is the car repair shop data:

1. Prepare a check sheet for the above car repair shop data. (5 pt.)
2. Prepare a Pareto diagram with cumulative % as explained in Supplemental Reading Video. (10 pt).
3. Interpret your Pareto diagram and the cumulative %. (5 pt)

C)

1. In SPC, control charts fall into two categories: Variable and Attribute Control Charts. What are the variable control charts? What are the attribute control charts? (5 pt)
2. SPC control charts have been applied to improve the healthcare systems. Give an example where the variable control chart is used and an example where control the attribute control chart is used. (5 pt)
3. Control Charts Help Health Systems Visualize Existing Process Variation. How? Explain with a healthcare example. (10 pt)
4. Control Charts Guide Improvement Strategy in Health Systems. Explain with a healthcare example. (10 pt)

Instructions

1. Answer and present questions 1-4 above in a logical sequence with question #, statement, and answer