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Case study 2: quality analysis

 

Case Study 2: Quality Analysis

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.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required assignment page length.

Table 14-5:

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 recieved

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 medical records

____________________________________________________________________

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