Authors
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.