Most people have experienced frustration at least once when talking with customer service. Often, organizations provide satisfaction surveys to customers to evaluate their experience. In the health care field, accrediting agencies require providers to measure patient satisfaction through surveys. The purpose of this assignment is to apply the processes involved to develop an improvement plan that will prevent similar customer complaints.
You must download and use the template to complete this assignment. Do not write a separate paper. Note: If you have responded substantively to each of the content items within the template of the assignment, the template document you submit should be between three and four pages in length.
Customer Experience Scenario:
· Customer had an appointment for lab testing or a diagnostic test (e.g., MRI, CT scan, etc.), and the facility environment was disorderly and unclean.
Required Elements:
· Scenario: Create your own detail to relate what may have occurred Once you have chosen a customer satisfaction scenario.
· Describe in detail everything that occurred to ensure that the CQI team understands the complexity of the issue.
· Include details that address what happened, who was involved, why it occurred, when it happened, and the impact it had on the patient and health care organization.
· Data Elements: Describe a minimum of three data elements you would gather to fully assess the situation and assist you with improving the customer satisfaction scenario you chose.
· CQI Methods: Outline the CQI method (Pareto, Fishbone, or Flowchart) you would utilize to develop your improvement plan.
· Explain your plan for improvement.
· CQI Team Members: Identify three stakeholders within the organization you will include on your CQI team.
· Identify the communication barriers that may occur between the stakeholders based on their role in the organization when analyzing the cause of the complaint.
· Discuss possible solutions and the development of an effective improvement plan.
· Cost-Quality Impact: Analyze how cost and quality are linked based on your chosen scenario.
· Identify the potential impact to the organization if the issue is not resolved.
· Evaluation Plan: Describe how you will evaluate the success or failure of the plan.
· Identify the steps would you take to determine if the plan is effective.
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APA Formatting
