please could you answer the discassion questions please as much detail as possib

Question

please could you answer the discassion questions please as much detail as possible answer the following: Remember please show me how did u do it and could you do in in excle please, do not cut and paste from the textbook or any source.

JANSON MEDICAL CLINIC The Janson Medical Clinic recently conducted a patient satisfaction survey of 100 patients. Using a scale of 1–5, with 1 being“very dissatisfied”and 5 being“very satisfied,” the clinic compiled a check sheet for responses that were either 1 or 2, indicating dissatisfaction with the performance attributes. This check sheet is shown in Table 9.6. Doctors have extremely busy schedules. They have surgeries to perform, and many are teaching faculty at the local medical school. Many surgeries are emergencies or take longer than expected, resulting in delays in getting back to the clinic. In the clinic, one or two telephone receptionists answer calls for three different departments, which include 20 or more doctors. Their job is basically to schedule appointments, provide directions, and transfer calls to the proper secretaries, which generally requires putting the patient on hold. Often, the receptionist must take a handwritten message and personally deliver it to the secretary because the secretary’s phone line is busy. However, the receptionist cannot leave her desk without someone else to cover the phones. A student intern examined the processes for answering phone calls and registering patients. The flowcharts she developed are shown in Figures 9.28 and 9.29.

TABLE 9.6 Check Sheet of Dissatisfied Responses Making an Appointment Ease of getting through on the phone-10 Friendliness of the telephone receptionist-5 Convenience of office hours7 Ease of getting a convenient appointment -12 Check-in/Check-out Courtesy and helpfulness of the receptionist- Amount of time to register-1 Length of wait to see a physician-13 Comfort of registration waiting area-4 Care and Treatment Respect shown by nurses/assistants-0 Responsiveness to phone calls related to care 5 How well the physician listened-3 Respect shown by the physician 2 Confidence in the physician's ability 1 Explanation of medical condition and treatment -2

Explanation / Answer

So thetop 3 problems are:

Hence the actions should be taken to resolve them as soon as possible as the impact will be higher.

3.

In the figure 9.28

Have a bifurcation of issues before holding, if the issues are:

So more calls will be answered.

Less wait time and the queues will be distributed, so better efficient system of queues.

Problem Frequency Freq % Cumm Freq % Wait 13 18.06% 18.06% Ease of getting convenient appt 12 16.67% 34.72% Ease of getting on phone 10 13.89% 48.61% Convenience of Office hour 7 9.72% 58.33% Courtsey…receptionist 7 9.72% 68.06% Friendliness of telephone receptionist 5 6.94% 75.00% Responsiveness 5 6.94% 81.94% Comfort of Reg area 4 5.56% 87.50% How well Physician 3 4.17% 91.67% Respect shown by Physician 2 2.78% 94.44% Treatment 2 2.78% 97.22% Time to register 1 1.39% 98.61% Confidence in ability 1 1.39% 100.00% Respect shown by Nurse 0 0.00% 100.00% 72

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