C983
Quality Improvement in
Healthcare
TASK 1
Initial Report
Template (Passed
First Attempt)
Western Governors
University
, Initial Report Template
Create an initial report in response to the “Voice of the Customer“ (VOC) report found in the
course using this template.
A. Using the chart below, identify the areas in patient satisfaction from the VOC
report that should be targeted for improvement.
1. Explain why these areas should be targeted for improvement.
2. Discuss possible sources of process or performance deficiencies potentially
contributing to negative patient perceptions.
Voice of the Customer
Areas (at least three) in VOC 1. Reducing wait times at emergency rooms for those who
that should be targeted for aren't in a life-threatening situation
improvement 2. Communication between the patient and the doctor
3. Discharge instruction from the emergency room
Rationale for selecting each Rationale for Area 1 An inflow of patients causes a
of these areas bottleneck in overall treatment wait times.
Rationale for Area 2 Doctors are often harried and
annoyed by ineffective communication.
Rationale for Area 3 According to the VOC report,
Shelbyville ranks worse than the national average,
and patients may return to the ED due to a lack of
discharge information.
Discussion of deficiencies The Head of Shelbyville Medical Center has been informed
of the inadequacies by the VoC. If these patients have not
adequately treated comorbidities, a lack of
communication from doctors to patients after discharge
can be hazardous. This would raise the expense of
treating patients and lower revenue, not to mention the
patient's perception that their provider is not listening to
them.
B. Process Flowchart. Construct a current-state process flowchart that starts with a
patient registering at triage and ends with the patient receiving care from the attending
physician.
C. SIPOC Process. Complete the “Suppliers, Inputs, Process, Outputs, and Customers
Quality Improvement in
Healthcare
TASK 1
Initial Report
Template (Passed
First Attempt)
Western Governors
University
, Initial Report Template
Create an initial report in response to the “Voice of the Customer“ (VOC) report found in the
course using this template.
A. Using the chart below, identify the areas in patient satisfaction from the VOC
report that should be targeted for improvement.
1. Explain why these areas should be targeted for improvement.
2. Discuss possible sources of process or performance deficiencies potentially
contributing to negative patient perceptions.
Voice of the Customer
Areas (at least three) in VOC 1. Reducing wait times at emergency rooms for those who
that should be targeted for aren't in a life-threatening situation
improvement 2. Communication between the patient and the doctor
3. Discharge instruction from the emergency room
Rationale for selecting each Rationale for Area 1 An inflow of patients causes a
of these areas bottleneck in overall treatment wait times.
Rationale for Area 2 Doctors are often harried and
annoyed by ineffective communication.
Rationale for Area 3 According to the VOC report,
Shelbyville ranks worse than the national average,
and patients may return to the ED due to a lack of
discharge information.
Discussion of deficiencies The Head of Shelbyville Medical Center has been informed
of the inadequacies by the VoC. If these patients have not
adequately treated comorbidities, a lack of
communication from doctors to patients after discharge
can be hazardous. This would raise the expense of
treating patients and lower revenue, not to mention the
patient's perception that their provider is not listening to
them.
B. Process Flowchart. Construct a current-state process flowchart that starts with a
patient registering at triage and ends with the patient receiving care from the attending
physician.
C. SIPOC Process. Complete the “Suppliers, Inputs, Process, Outputs, and Customers
