For some years, the clinic has received complaints from its patients that appointment times are not being met.
Read and answer questions
QUESTIONS
1. For some years, the clinic has received complaints from its patients that appointment times are not being met. Why has no action been taken to correct the situation?
2. You are a member of a QIT that was asked to evaluate the appointment/scheduling process. Are there some “assumptions” in the narrative that you question?
3. If data were sufficient for a Pareto diagram of problems with the appointment/scheduling process, what do you think the items would be? Please list them.
4. Draw a cause-and-effect (Ishikawa) diagram of causes for patient complaints.
5. What recommendations would you make to decrease patient waiting time?
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