Table 14-5 Number of Student Complaints by Complaint Type
|
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 received
- 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 my medical record
Case Study 2: 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.
Write a two to three (2-3) 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.
The specific course learning outcomes associated with this assignment are:
- Analyze projects using the tools of quantitative methods.
- Write clearly and concisely about quantitative methods for health services using proper writing mechanics.
1. Write a two to three (2-3) 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.
2. Construct a run and / or control chart using Excel. See Excel file: Table 14-5 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. Read the document file (Word file): Recommendation is given.