This is a sample of some data from a market research report. This clinic is situ
ID: 379073 • Letter: T
Question
This is a sample of some data from a market research report. This clinic is situated in a medium to high socioeconomic neighborhood.
There are four doctors in the clinic, two nurses and two administrative assistants. The administrative assistants schedule appointments and take care of checking in patients. The clinic uses text messaging to remind patients of their appointments and to follow up on any questions. The nurses convey any questions to the doctors and will report back to the administrative assistants on what to tell the patient.
The research question was:
How satisfied are patients with our clinic and what can we do to improve?
Here is a part of the collected data:
Very satisfied
Indifferent
Not satisfied
How satisfied are you with the technology used to communicate with patients?
42
30
22
How satisfied are you with the ease of scheduling an appointment?
36
22
42
How satisfied are you with the attention given to you by your doctor?
78
9
13
How satisfied are you with the reception when you arrive and the ease of checking in?
32
17
51
How satisfied are you with the facilities (cleanliness, comfort)?
81
11
8
How satisfied are you with the cost of our services?
70
12
18
Based on this information, what are some of the conclusions you can draw? What would you suggest needs improvement?
(There is no wrong or right answer - but try to justify your conclusions based on the data presented)
Please respond to two colleagues, agreeing or disagreeing and explain why.
Very satisfied
Indifferent
Not satisfied
How satisfied are you with the technology used to communicate with patients?
42
30
22
How satisfied are you with the ease of scheduling an appointment?
36
22
42
How satisfied are you with the attention given to you by your doctor?
78
9
13
How satisfied are you with the reception when you arrive and the ease of checking in?
32
17
51
How satisfied are you with the facilities (cleanliness, comfort)?
81
11
8
How satisfied are you with the cost of our services?
70
12
18
Explanation / Answer
Some of the conclusions that can be drawn from the above data:
1. More than 70% of the patients' who visit the clinic are very happy with the attention and care that they are receiving from the clinician and staff and feel that they are getiing value for their money.
2. More than 50% of the patients who are visiting the clinic experience difficulty for scheduling an appointment and are dissatisfied with the front end operations of the clinic including the method of communication used by the clinic.
3. The clinic and its staff are doing very well in terms of catering to patient needs but there are room for improvement in terms of incorporating better communication practices and front office experience.
4. About 15% of the patients visiting the clinic feel that the services are very expensive and needs to be enhanced in terms of value to the patient.
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