The Hickory Medical Clinic recently conducted a patient satisfaction survey. Using a scale of 15, with 1

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The Hickory Medical Clinic recently conducted a patient satisfaction survey. Using a scale of 1–5, with 1 being “very dissatisfied” and 5 being “very satisfied,” the clinic compiled a check sheet for responses that were either 1 or 2, indicating dissatisfaction with the performance attributes. Exhibit 7.10 shows the count of patients that scored the process attribute as a 1 (very dissatisfied) or 2 (dissatisfied) out of 100 patients surveyed.image text in transcribed

Doctors have extremely busy schedules. They have surgeries to perform, and many are teaching faculty at the local medical school. Many surgeries are emergencies or take longer than expected, resulting in delays of getting back to the clinic. In the clinic, one or two telephone receptionists answer calls for three different surgical departments, which include 20 or more doctors. The receptionist’s job is to schedule appointments, provide directions, and transfer calls to the proper doctor’s administrative (department) scheduler. This generally requires putting the patient on hold. Often, the receptionist must take a hand-written message and personally deliver it to the department’s scheduler because the phone line is always busy. However, the receptionist cannot leave his or her desk without someone else to cover the phones. A student intern examined the processes for answering phone calls and registering patients. The flowcharts she developed are shown in Exhibits 7.11. (An encounter form captures the patient check-in information.)image text in transcribed

Case Questions for Discussion:
1. What conclusions do you reach from the satisfaction survey results? What implications would this have for a better process design?
2. Propose some process improvements to the flowcharts and develop new flowchart(s) of the redesigned process(es). Cite key advantages and disadvantages of your flowchart(s).
3. How should the organization implement the new process plans?

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