Case Study 2: Quality Analysis
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Wk9assign.docx
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 14-5Number of Student Complaints by Complaint Type
|
Complaint Type |
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
Wk
9
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
fis
h
-
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
requi
red
assignment
page
length.
Ta
ble 14
-
5Number of Student Complaints by Complaint
Type
Wk 9
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 14-5Number of Student Complaints by Complaint
Type
