C983
Quality Improvement in Healthcare
TASK 1
Initial Report Template
(Passed First Attempt)
Western Governors University
, C983 Task 1: Initial Report Template
A. Initial Response to the “Voice of the Customer” Survey.
Create an initial report in response to the VOC report found in the course, by doing the following:
1. Using the chart below, identify the areas in patient satisfaction from the VOC report that should be
targeted for improvement.
a. Explain why these areas should be targeted for improvement.
b. Discuss possible sources of process or performance deficiencies potentially contributing to
negative patient perceptions.
Voice of the Customer
Areas (at least 3) in 1.” Patients who reported that they ‘Always’
VOC that should be received help as soon as they wanted”
targeted for 2.” Patients who reported that their doctors
Improvement ‘Always’ communicated well”
3.” Patients who ‘strongly agree’ they
understood their care when they left the
hospital” (Voice-of-the-Consumer report 2019)
Rationale for selecting Rationale for Area 1- Survey question scored 6%
each of these areas lower than national average per patient
satisfaction survey.
Rationale for Area 2- Survey question scored 6%
lower than national average per patient
satisfaction survey.
Rationale for Area 3- Survey question scored 6%
lower than national average per patient
satisfaction survey.
Discussion of 1. There can be gaps in communication from patient
deficiencies to care giver when needs are being addressed. If
the patient communicates a need, it may take
multiple levels of communication before it
reaches the right person, causing a delay in
Quality Improvement in Healthcare
TASK 1
Initial Report Template
(Passed First Attempt)
Western Governors University
, C983 Task 1: Initial Report Template
A. Initial Response to the “Voice of the Customer” Survey.
Create an initial report in response to the VOC report found in the course, by doing the following:
1. Using the chart below, identify the areas in patient satisfaction from the VOC report that should be
targeted for improvement.
a. Explain why these areas should be targeted for improvement.
b. Discuss possible sources of process or performance deficiencies potentially contributing to
negative patient perceptions.
Voice of the Customer
Areas (at least 3) in 1.” Patients who reported that they ‘Always’
VOC that should be received help as soon as they wanted”
targeted for 2.” Patients who reported that their doctors
Improvement ‘Always’ communicated well”
3.” Patients who ‘strongly agree’ they
understood their care when they left the
hospital” (Voice-of-the-Consumer report 2019)
Rationale for selecting Rationale for Area 1- Survey question scored 6%
each of these areas lower than national average per patient
satisfaction survey.
Rationale for Area 2- Survey question scored 6%
lower than national average per patient
satisfaction survey.
Rationale for Area 3- Survey question scored 6%
lower than national average per patient
satisfaction survey.
Discussion of 1. There can be gaps in communication from patient
deficiencies to care giver when needs are being addressed. If
the patient communicates a need, it may take
multiple levels of communication before it
reaches the right person, causing a delay in
