after reaching a group consensus on the problem

analysis and future state, submit one copy of the problem analysis and future state

document $($added to the previous Unit assignment$),$ based on the PBL case study

assigned to the group.

Problem Analysis:

Patients express discontent with the caliber and uniformity of care they are receiving from CTR in their residences. When patients require care for diverse health issues, they depend on CTR to deliver that care to them. CTR$\text{'}$s slogan, "Every Patient, Every Time," does not accurately reflect the current situation. This reality is substantiated by the adverse comments received directly from patients, the subpar HHCAPHS ratings, and the low net promoter scores. These problems, whether occurring together or separately, generate a substantial and complex issue that impacts all departments inside the business. CTR currently lacks a process that enables proactive control of patient experience scores.

Current State:

The current state of CTR$$ is represented by the Net Promoter Score $($NPS$)$ represented in Figure $1.$ The NPS chart below analyzes the patient experience percentile. $$An NPS score measures customer loyalty by looking at their likelihood of recommending a given business.$($Bunker$,$ n$.$d$).$ Based on the data provided there is a correlation between CTR$$s NPS and patient experience. The current state presents the patient experience percentile which ranges between $25-50$ percentile while the NPS score ranges between $80\%-85\%.$

The patient experience percentile ratings impact the NPS based on the results. $$A growing body of evidence shows that improving the patient experience and developing partnerships with patients are linked to improved health outcomes$.($Balik$,$ Conway, Zipperer, et al$.,2011).$ The NPS is favorable but there are areas for improvement. The NPS can improve if patient satisfaction improves.

My assignment must be $2-3$ pages and include in$-$text citqations.