Competency

Apply statistics to different quality methods in healthcare.

Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room      services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic      services
• Some      rehabilitation therapies
• Inpatient      pharmacy services
• Geriatric      services and
• Consumer      physician referral services

Recently, the CEO has been hearing complaints from both patients and staff. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and satisfactorily resolve them.

Scenario Continued

Your CEO has requested that you provide employee training on Quality Improvement. You have done an initial survey of patient satisfaction, and the CEO has asked you to explain how the data will be analyzed, using this initial data.

Given the variety of complaints coming from both employees and patients, it is critical for everyone to understand the importance of conducting the survey and obtaining solid data. 

Question

Great   5

Good   4

OK   3

Fair   2

Poor   1

No   Response

Total

Facility and Convenience

Hours   of Operations

10

17

3

0

10

0

40

Convenience   of location

10

15

5

3

3

4

40

Cleanliness

11

14

8

4

3

0

40

Waiting   time in reception area

9

16

0

4

11

0

40

Comfort   while waiting

20

10

5

5

0

0

40

Staff

Explained   procedure

17

9

8

0

6

0

40

Questions   answered

11

15

7

2

3

2

40

Friendly   and helpful

21

5

5

7

2

0

40

Knowledgeable   and professional

6

21

4

3

3

0

40

Modesty   respected

12

14

8

0

6

0

40

Confidentiality   respected (HIPAA)

10

10

14

5

1

0

40

Overall Satisfaction

Overall   impression of visit

30

0

5

3

2

0

40

Willingness   to return

31

0

9

0

0

0

40

Likelihood   of referring to others

32

0

4

3

1

0

40

Respondents were also asked about their wait times. Here is the data on wait times:

Number responding

Wait time before being checked in   at Reception

4

10 minutes

16

15 minutes

8

20 minutes

12

25 minutes

Number responding

Wait time before being seen by a   healthcare professional

2

10 minutes

6

15 minutes

10

20 minutes

22

25 minutes

Instructions

You are to create an agenda for the training and a memo with bullet points to present the statistical analysis of the initial data. The memo should include an explanation of each of the statistical results. In particular, you should be able to explain what the results mean to the facility.

Determine the percentages of the following:

• Percent who      responded with a 5 (Great) on “Overall impression of the visit”
• Percent who      responded with a 2 (Fair) or 1 (Poor) on “Overall impression of the      visit”
• Percent who responded      with a 5 (Great) on “Willingness to return”
• Percent who      responded with less than 5 on “Willingness to return”
• In the area of      “Facility and Convenience,” which indicator had the highest      percentage of 5 (Great) responses? Which had the lowest?
• In the area of      “Staff,” which indicator had the highest percentage of 5 (Great)      responses? Which had the lowest?

What is the mean waiting time in the reception area?

What is the mean waiting time to see a healthcare professional?

Microsoft Word has many memo templates. In your memo, be sure to address each statistical analysis and what it means to the facility. Why ask these questions? How could the data be used for quality improvement?

NOTE – APA formatting, and proper grammar, punctuation, and form required.