Analyze the Janson Medical Clinic case study and apply the knowledge that you’ve acquired throughout this module and write a 1–2 page narrative with an introduction and conclusion in the quality improvement of a medical facility.
This paper analyzes the administrative patient care processes at the Jason medical clinic. Customer survey results serve as the basis
for the analysis, they focus on three areas; making an appointment, care and treatment, and checking in and out of the clinic.
This study uses Six Sigma tools to determine causes of patient dissatisfaction and the factors that led to the dissatisfaction. The
study concludes with quality improvement suggestions and how these improvements tie back to the initial survey areas.
Doctors working at the Janson medical clinic are also attached in nearby hospitals where they perform emergency surgeries and
also teach at the hospital teaching department.
The clinic has 3 departments each with 20 doctors and 2 receptionist per department to handle the telephone and walk in inquiries,
offer directions and schedule appointments .
Due to the demanding nature of the tasks performed by the receptionists, they end up putting the patients on hold (Evans &
Lindsey, 2005, p682).
Data used in this case study was collected from a customer survey that saw 100 patients respond to a customer service survey whereby they rated the services offered at Janson Medical clinic on a scale of 1-5.
The three main areas of dissatisfaction were rated based on the metrics below;
a. Ease of getting a convenient appointment
b. Ease of getting through on the phone
c. Convenience of the office hours
d. Friendliness of the telephone receptionist
a. Length of wait to see a physician
b. Courtesy and helpfulness of the receptionist
c. Comfort of registration waiting area
d. Amount of time to register
a. Responsiveness to phone calls related to care
b. How well the physician listened.
c. Respect shown by the physician
d. Explanation of medical condition and care
e. Confidence in the physicians ability
f. respect shown by nurses and assistants
The survey established that customers were most dissatisfied with causes and effects such as emergency surgeries taking longer
than expected, one two receptionists being responsible foe the three departments caused delays.
In the survey, an assumption was made that there are deliberate efforts to expedite the length of time takes for emergency surgeries
to conducted. There were however noticeable efforts to manage the workflow at the reception desk.
These efforts were geared to directly reduce the amount of time a patient spends waiting to be attended to by a physician.
To improve this, there is the introduction of an automated self registration kiosk that allows the patient to select the type of service
they require and queue in the system using a ticket number. The other automation process will handle the phone queries
responsiveness rate through computer automation for phone and text responses.
This automation allows the receptionist to have more time to handle phone inquiries since they spend less time in patient
registrations. In the self registration kiosks, the patients can access the hospitals systems by logging in using a self access number
that only access their medical records and with that they can queues and by pass the reception area heading straight to the Triage
nurse section which reduced waiting time.