Reference no: EM133783693

Question

The executive team of Clear Lake Hospital reviewed the patient satisfaction scores over the previous two quarters. They noted a declining trend in patient satisfaction scores. The satisfaction surveys ask several questions about patient perceptions of their care. They are asked to rate everything from registration, admission, interactions with various staff members and physicians, outcomes of the interventions, and finally, the billing process. The interactions with registration and admissions were rated as low. The physician interactions were rated as average. The interactions with the clinical staff were rated as average, also. In the qualitative statements, the patients state that the staff seems stressed and in hurry to complete their tasks. Using the Lean concept of creating value for the customer, the executive team wants to know the best course of action to increase these scores and more importantly, they want to know the cause of these patients' low perceptions of their care. Part of the discussion was on whether the managers are involved in patient satisfaction and if they know where they can find information useful in planning how to address the problem. It was questioned if they review the report scores and know where to find the qualitative statements.