Scenario Continued

Your CEO has requested that you provide employee training on Quality Improvement. You have done an initial survey of patient satisfaction, and the CEO has asked you to explain how the data will be analyzed, using this initial data.

Given the variety of complaints coming from both employees and patients, it is critical for everyone to understand the importance of conducting the survey and obtaining solid data.

The list below shows the number of responses based on questions with ratings for Great, Good, OK, Fair, Poor, and No Response out of a total of 40.

Facility and Convenience

• Hours of Operations - 10, 17, 3, 0, 10, and 0
• Convenience of location - 10, 15, 5, 3, 3, and 4
• Cleanliness - 11, 14, 8, 4, 3, and 0
• Waiting time in reception area - 9, 16, 0, 4, 11, and 0
• Comfort while waiting - 20, 10, 5, 5, 0, and 0

Staff

• Explained procedure - 17, 9, 8, 0, 6, and 0
• Questions answered - 11, 15, 7, 2, 3, and 2
• Friendly and helpful - 21, 5, 5, 7, 2, and 0
• Knowledgeable and professional - 6, 21, 4, 3, 3, and 0
• Modesty respected - 12, 14, 8, 0, 6, and 0
• Confidentiality respected (HIPAA) - 10, 10, 14, 5, 1, and0

Overall Satisfaction

• Overall impression of visit - 30, 0, 5, 3, 2, and 0
• Willingness to return - 31, 0, 9, 0, 0, and 0
• Likelihood of referring to others - 32, 0, 4, 3, 1, and 0

Respondents were also asked about their wait times. Here is the data on wait times:

Number responding (Wait time before being checked in at Reception)

• 4 - 10 minutes
• 16 - 15 minutes
• 8 - 20 minutes
• 12 - 25 minutes

Number responding (Wait time before being seen by a healthcare professional)

• 2 - 10 minutes
• 6 - 15 minutes
• 10 - 20 minutes
• 22 - 25 minutes

Instructions

An agenda for the training and a memo with bullet points to present the statistical analysis of the initial data. The memo should include an explanation of each of the statistical results. In particular, you should be able to explain what the results mean to the facility.

Determine the percentages of the following:

• Percent who responded with a 5 (Great) on "Overall impression of the visit"
• Percent who responded with a 2 (Fair) or 1 (Poor) on "Overall impression of the visit"
• Percent who responded with a 5 (Great) on "Willingness to return"
• Percent who responded with less than 5 on "Willingness to return"
• In the area of "Facility and Convenience," which indicator had the highest percentage of 5 (Great) responses? Which had the lowest?
• In the area of "Staff," which indicator had the highest percentage of 5 (Great) responses? Which had the lowest?

What is the mean waiting time in the reception area?

What is the mean waiting time to see a healthcare professional?

Microsoft Word has many memo templates. In your memo, be sure to address each statistical analysis and what it means to the facility. Why ask these questions? How could the data be used for quality improvement?