Professional Documents
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JANSON MEDICAL
CLINIC
A CASE STUDY IN QUALITY IMPROVEMENT
This case study analyzes administrative patient care processes at a
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.
Brian M Riggle
11/13/2012
Brian M. Riggle
Making An Appointment
14
12
10
8
6
4
2
0
Ease of getting a convenient
appointment
receptionist
Check-In/Check-Out
14
12
10
8
6
4
2
0
Length of w ait to see a
physician
Courtesy and
helpf ulness of the
receptionist
Mount of time to
register
Brian M. Riggle
Respect shown
by
nurses/assistants
Confidence in the
physician's ability
Explanation of
medical condition
and treatment
Respect shown
by the physician
Responsiveness
to phone calls
related to care
Doctors schedules
Doctors teach at local
Emergency surgeries
Take longer to perform
hospital
Ease of getting a
convenient appointment
Patients put on hold while messages
are hand-carried to secretary and
receptionists have to have someone
at the desk at all times
One or two
receptionists
for three departments
Receptionist issues
Receptionists responsible
for handling both inprocessing of patients and
answering phones
Receptionists have to
have someone at the
desk at all times
related to care
Brian M. Riggle
1. At computer kiosk
- Patient signs in electronically
- Computer offers parking validation
- Computer finds proper encounter
form
- Patients insurance cards are scanned
into system
- Encounter form is electronically
routed to nurse
- Patient electronically signs encounter
form
Call is received
Receptionist
answers call if
available
Answering
machine puts
patient on hold
Patient is
put on
hold
Brian M. Riggle
Call is
transferred
by
receptionist
Secretary
answers call
Secretary
returns call
REFERENCES:
Evans, J, & Lindsay, W (2005). The management and control of quality. Thompson, South-Western.
Brian M. Riggle