¶ … Janson Medical Clinic
Construct a Pareto diagram for dissatisfaction. What conclusions do you reach?
Creating a Pareto diagram of dissatisfaction shows how poor the overall patient experience is in the Janson Medical Clinic from a care and treatment perspective. As the case indicates that the process for making an appointment is streamlined and easily accomplished, it is not surprising that this aspect of the dissatisfaction metric scores the least. The top three areas that generate the highest levels of patient satisfaction include the ease of getting through on the phone, ease of getting a convenient appointment, and the length of time patients wait to see a physician. The following Pareto analysis illustrates the results.
What is alarming about the performance of the Jansen Medical Clinic from a patient satisfaction perspective is how low seven of the 14 attributes track score. The attributes so critical to delivering an excellent patient experience are ranking at an aggregate score of 3 or less. These include respect shown by nurses and assistants, amount of time to register, confidence in the physician's ability, respect shown by the physician, explanation of medical condition and treatment, how well the physician listened and comfort of registration waiting area. Taken together, these factors having...
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