CASE STUDY: JMP005

Improving Patient Satisfaction

Health Care Case:
Endocrinology Group Patient Feedback

by Jane Oppenlander, Clarkson University
Mary Ann Shifflet, University of South Indiana
Shirley Shmerling, University of Massachusetts
Eric Stephens, Nashville General Hospital
Mia Stephens, JMP

Key Concepts: Frequency distribution, summary statistics, Pareto plot, tabulation, scatterplot, run chart, correlation

Dr. Jane Oppenlander
Clarkson University

Dr. Mary Ann Shifflet
University of South Indiana

Dr. Shirley Shmerling
University of Massachusetts

Eric Stephens
Nashville General Hospital

Mia Stephens
JMP

Objective

Analyze patient complaint data at a medical clinic to identify the issues resulting in customer dissatisfaction and determine potential causes of decreased patient volume.

Background

A regional endocrinology specialty office is experiencing a decrease in the number of patients seen on a weekly basis. The office consists of four doctors, a nurse practitioner, two registered nurses (RNs), four licensed practical nurses (LPNs), and five administrative staff members. Among the clinic staff, there is some concern that this decrease in volume is due to patient dissatisfaction.

The Task

A team is assembled from among the staff members to investigate potential causes of decreased patient volume. You are the internal consultant, brought in to assist the team with the analysis.