Most people have experienced frustration when talking with
customer service at least once. Often, organizations provide satisfaction
surveys to customers in order to evaluate their experience. In the health care
field, accrediting agencies require providers to measure patient satisfaction
through surveys. You will be using the Customer Satisfaction Improvement Plan template document
to enter all of your information. Note: If you have responded substantively to
each of the content items within the template of the assignment, the template
document should be between three and four pages.
a.
Choose one of the customer
experience scenario options below:
1.
Customer contacted a Health
Plan Customer Service department but could not understand the representative.
2.
Customer scheduled an
appointment with a primary care physician for an acute illness and there were
no appointments available.
3.
Customer had an appointment
for lab testing or a diagnostic test (MRI, CT scan, etc.) and the facility
environment was disorderly and unclean.
4.
Customer visited the
Emergency Department (ED), also known as Emergency Room, but the wait time was
extensive (over three hours).
5.
Customer’s car repairs
estimate was $200.00, however, the actual bill was $900.00 when repairs were
completed.
6.
Customer contacted a cable
company to have an installation of internet and cable for their home. Installer
arrived and did not know how to do internet installations.
b. Respond to the questions listed in the Customer Satisfaction Improvement Plan template document.
Once you have responded to all of the questions in the template, your document
should be between three and four pages.
c.
Describe the patient
satisfaction scenario chosen. Include enough detail on what occurred to ensure
the reader has a full understanding of what occurred.
d.
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.
e.
Outline the CQI methods you
would utilize to develop your improvement plan. Then, explain your plan for
improvement. Provide a statement from a scholarly source that supports your
plan.
f.
Identify three stakeholders
on your team and discuss how the communication method differs for each (e.g.,
physician, administration/management, and health care staff). Include
information on the barriers that may be encountered in communicating
effectively within the team and when implementing the plan.
g.
Analyze how cost and
quality are linked based on your chosen scenario. Include information on the
potential impact to the organization if the issue is not resolved.
h.
Describe how you will be
evaluating the success or failure of the plan. Discuss the process. Provide a
minimum of one statement from a scholarly source that supports your evaluation
plan.
