Please solve it complete in one hour i will upvote you

10. Strathblane Health Clinic has an excellent reputation for quality of patient care and for working with other professional bodies for the purpose of enhancing the care provided to the elderly and other vulnerable groups living within the local community. Over the last 5 years, the surgery has experienced significantly higher demands for a range of services due to a notable increase in patient numbers (post-COVID-19 pandemic) This is due to a growth in housing because of the popularity of the sea-side town it serves, several new large care homes-which cater for 350 new residents and a boost in birth rates following the Covid-19 lockdown. In consequence, Strathblane Health Clinic has expanded from a traditional GP surgery to incorporate a range of new services including antenatal (mother and baby) clinics, child health and immunisation, minor surgery, diabetes clinics, asthma clinics, warfarin, dementia and other clinics for the elderly, physiotherapy clinics, podiatrist services and family planning clinics as well as vaccination clinics. As Operations Director for the health clinic, you have received a letter of complaint from a patient, claiming that she waited for more than 1 hour for her GP appointment, only to be told that she had not been recorded by the administration staff as a 'non- show' - despite having sat in the waiting area for one full hour. She also claimed that she had been sitting in the wrong waiting area' as there were no signs to say which of the 3 waiting areas she should have gone to, in order to see her doctor ..... Concerns have also been raised by GP and nursing staff that the current workload is not achievable in the normal working day, a 'better organisation of activities' needs to be devised to ensure staff can see all patients and finish their jobs at a normal time. a. Explain how process-mapping might help the Operations Manager investigate the various operations and activities within the Strathblane Health Clinic to address some of areas of concerns raised (4 marks) b. What suggestions would you make to ensure GP staff and nurses can manage the different patient groups more effectivelv? (2 marks) Activate Windows 1 a. Caplan Tow Tuess-appy Time e peruunts manager Vestgate Tu various operatoris an activities WILITIIT the Strathblane Health Clinic to address some of areas of concerns raised(4 marks) b. What suggestions would you make to ensure GP staff and nurses can manage the different patient groups more effectively? (2 marks) C. What are the key differences between process-mapping and Value Stream Mapping? (3 marks) d. Complete the process map on the next page by assigning the correct symbols to each activity. Within the space below or in your Word document, write down the numbers from 1 to 12 and beside each number, put the correct symbol which correlates most closely to the activity undertaken. (11 marks) Process Mapping Activity: No. Symbol Strathblane Health Clinic (pre-Covid-19) Patient A enters the Strathblane Health Clinic Patient A walks through the internal glass porch doors, sees the receptionist is busy with another patient, looks around for instructions and signs - does not see any at all, so walks ahead until she sees 3 different side rooms, all filled with patients with some vacant chairs. She goes to one and sits down. Patient B (an elderly gentleman) sitting beside patient A starts chatting and informs her he has been sitting here for 45 minutes, and has still not been called in for his appointment. Patient C hands over several samples to the reception desk - the administration staff conveys "thank you - I'll keep these chilled and make sure they go off in the next package with the driver to the hospital labs for testing in 2 hours' time". A man comes into the waiting room carrying a small child (Patient D), whose hand is covered in a bloodied bandage and the young girl is screaming loudly in pain. A nurse Wi 2 3 4 5 Www 5 6 7 rrwryvornerywy covered in a bloodied bandage and the young girl is screaming loudly in pain. A nurse comes in and asks the little girl 'what have you done to your hand, my lovely? The man explains that she fell into a glass mirror and he thinks there is still glass embedded in her hand. The nurse tells him to quickly follow her into the emergency room, where she'll call a doctor to look at it right away. In the emergency room, the doctor removes the child's bandage, cleans up the wound and after a closer look with a magnifying glass, discovers that there is a small shard of glass lodged deep in her hand, The doctor asks the man and the assisting nurse to cuddle her closely for a few minutes until he takes tweezers and removes the glass from her hand. The man suggests putting a local anaesthetic on his daughter's hand first however, the doctor says "we don't have any here just now and I have another patient waiting" - so the doctor just goes ahead. The young girl screams the place down' during the whole procedure and both dad and little girl leave the emergency room very, very upset with the young girl still crying. Patient B calls the nurse and explains that he is embarrassed but has wet himself while waiting for his appointment... he didn't want to go to the toilet in case he missed his appointment. The nurse tells him to wait there until she fetches him fresh clothes as well as a wash cloth, then he can wash and change himself in the toilet before going into see the doctor. Patient A gets up and walks back to the reception area just to check that she is in the right waiting area, as she has been waiting now for 30 minutes and the other old man has been waiting for over 75 minutes .... 8 9 10 10 ITUJU MUUTTUVUUTTIVUITTurrumurrurry TOIMITTEE Veruru-yuwry into see the doctor. Patient A gets up and walks back to the reception area just to check that she is in the night waiting area, as she has been waiting now for 30 minutes and the other old man has been waiting for over 75 minutes .... - The reception desk staff tells Patient A that she has missed her appointment, she should have been waiting in one of the other waiting rooms, and she should have checked at the reception desk on arrival as to which waiting room to go to - and there are no more appointments today. Patient A responds angrily - 'where does it tell you to check in at the reception desk? Where does it tell you which waiting area to go to? Why did you not come and check on the patients who have not come out of the waiting areas after 30 minutes to see how they are? Is that the way to treat your sick patients??" Patient A and the father of Patient D leave the surgery together very angry and disappointed at the service received and both share their frustrations at the lack of care and consideration by staff at the Strathblane Health Clinic. 11 12 e. What recommendations would you make to the Operations Manager at Strathblane Health Clinic to improve business operations following an analysis of this process map? (5 marks) or the toolbar DITION