Capital Orthopedics is a group of surgeons who work together to help people in a medium-sized town who have broken bones. Most people have to wear a cast for four to six weeks. After that, many have to wear a removable brace for a few more weeks until the bone is strong. Capital Orthopedics recently signed a contract to take care of members of a local HMO, and they agreed that the HMO could do a survey to see how happy the patients were. The doctors were surprised to find that many of their patients gave them low ratings, mostly because getting braces put on is a pain. Hospitals in big cities always have a full range of braces on hand, but a small clinic with limited space can't do that. So, Capital Orthopedics orders braces from a wholesaler by phone on the day a patient's cast is taken off. The next day, after the wholesaler brings the brace, the patient makes another appointment to have it fitted.

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One potential solution to address the low ratings from patients regarding the process of getting bra... View the full answer