Learning Goal: I’m working on a mathematics case study and need an explanation and answer to help me learn.
Dr. William Jones has been the director of the health center clinic at East-Southern Kentucky Community College (ESKCC) for about six months. Having been a part of a much larger medical center in the past, he has seen the benefits of total quality management (TQM) and feels that it would help improve the operations at the ESKCC clinic. He has made some positive changes to the staffing of the clinic, but now feels that he must tackle making improvements to its operations. Consequently, he has created a TQM team (of which you are a part) and has made certain that they have received the necessary training to start examining the various processes within the health center’s operations.
The ambulatory health service department of the ESKCC health center clinic has received increased complaints from the ESKCC student body and staff concerning the services it offers in its walk-in urgent care clinic. Dr. Jones feels that this center would be an excellent starting point for the TQM team.
The team is presented with the following data regarding student/staff complaints:
|Month||Complaint Type 1||Complaint Type 2||Complaint Type 3||Complaint Type 4||Complaint Type 5||Complaint Type 6||Total Visits|
|Complaint Type||Complaint Description|
|1||The quality of service received.|
|2||Waiting time was too long.|
|3||Follow-up care was not available.|
|4||Clinic was hard to find in the health center.|
|5||The medical care/treatment took too long.|
|6||The medical center could not find the individual’s medical records.|
The process for a patient (either a student or a staff member) coming in because of a problem is as follows:
As a member of the ESKCC TQM team, you are asked to put together a report that recommends improvements to the overall patient process. Create a 4–6 page report in a Word document (copy and paste any charts created in Excel) addressing the following tasks:
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