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Dr. William Jones has been the director of the health center clinic at East-Southern Kentucky Community College (ESKCC) for about six months. Having been a part of a much larger medical center in the past, he has seen the benefits of total quality management (TQM) and feels that it would help improve the operations at the ESKCC clinic. He has made some positive changes to the staffing of the clinic, but now feels that he must tackle making improvements to its operations. Consequently, he has created a TQM team (of which you are a part) and has made certain that they have received the necessary training to start examining the various processes within the health center’s operations. The ambulatory health service department of the ESKCC health center clinic has received increased complaints from the ESKCC student body and staff concerning the services it offers in its walk-in urgent care clinic. Dr. Jones feels that this center would be an excellent starting point for the TQM team.
The team is presented with the following data regarding student/staff complaints: Patient Complaint DataMonthComplaint Type 1Complaint Type 2Complaint Type 3Complaint Type 4Complaint Type 5Complaint Type 6Total VisitsSeptember3141174813115841October21278411152971November1148112428311175December7144121738121042January153012141741671February21626128511631March27951623641512April4734313153781May421217182473Total248402872091543119097 Complaint Type DescriptionsComplaint TypeComplaint Description1The quality of service received.2Waiting time was too long.3Follow-up care was not available.4Clinic was hard to find in the health center.5The medical care/treatment took too long.6The medical center could not find the individual’s medical records.
The process for a patient (either a student or a staff member) coming in because of a problem is as follows:
As a member of the ESKCC TQM team, you are asked to put together a report that recommends improvements to the overall patient process. Create a 4–6 page report in a Word document (copy and paste any charts created in Excel) addressing the following tasks:
This course requires the use of Strayer Writing Standards. For assistance and information, please refer to the Strayer Writing Standards link in the left-hand menu of your course. Check with your professor for any additional instructions.The specific course learning outcome associated with this assignment is:
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