DELIVERABLE 5 – STATISTICS AND QUALITY METHODS

Competency
Apply statistics to different quality methods in healthcare.
Course Scenario
Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room      services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic      services
• Some      rehabilitation therapies
• Inpatient      pharmacy services
• Geriatric      services and
• Consumer      physician referral services

Recently, the CEO has been hearing complaints from both patients and staff. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and satisfactorily resolve them.
Scenario Continued
Your CEO has requested that you provide employee training on Quality Improvement. You have done an initial survey of patient satisfaction, and the CEO has asked you to explain how the data will be analyzed, using this initial data.
Given the variety of complaints coming from both employees and patients, it is critical for everyone to understand the importance of conducting the survey and obtaining solid data.
 
Question
Great
5
Good
4
OK
3
Fair
2
Poor
1
No   Response
Total
 
Facility and Convenience
 
Hours   of Operations
10
17
3
10
40
 
Convenience   of location
10
15
5
3
3
4
40
 
Cleanliness
11
14
8
4
3
40
 
Waiting   time in reception area
9
16
4
11
40
 
Comfort   while waiting
20
10
5
5
40
 
Staff
 
Explained   procedure
17
9
8
6
40
 
Questions   answered
11
15
7
2
3
2
40
 
Friendly   and helpful
21
5
5
7
2
40
 
Knowledgeable   and professional
6
21
4
3
3
40
 
Modesty   respected
12
14
8
6
40
 
Confidentiality   respected (HIPAA)
10
10
14
5
1
40
 
Overall Satisfaction
 
Overall   impression of visit
30
5
3
2
40
 
Willingness   to return
31
9
40
 
Likelihood   of referring to others
32
4
3
1
40
Respondents were also asked about their wait times. Here is the data on wait times:
 
Number responding
Wait time before being checked in   at Reception
 
4
10 minutes
 
16
15 minutes
 
8
20 minutes
 
12
25 minutes
 
Number responding
Wait time before being seen by a   healthcare professional
 
2
10 minutes
 
6
15 minutes
 
10
20 minutes
 
22
25 minutes
Instructions
You are to create an agenda for the training and a memo with bullet points to present the statistical analysis of the initial data. The memo should include an explanation of each of the statistical results. In particular, you should be able to explain what the results mean to the facility.
Determine the percentages of the following:

• Percent who      responded with a 5 (Great) on “Overall impression of the visit”
• Percent who      responded with a 2 (Fair) or 1 (Poor) on “Overall impression of the      visit”
• Percent who responded      with a 5 (Great) on “Willingness to return”
• Percent who      responded with less than 5 on “Willingness to return”
• In the area of      “Facility and Convenience,” which indicator had the highest      percentage of 5 (Great) responses? Which had the lowest?
• In the area of      “Staff,” which indicator had the highest percentage of 5 (Great)      responses? Which had the lowest?

What is the mean waiting time in the reception area?
What is the mean waiting time to see a healthcare professional?
Microsoft Word has many memo templates. In your memo, be sure to address each statistical analysis and what it means to the facility. Why ask these questions? How could the data be used for quality improvement?
NOTE – APA formatting, and proper grammar, punctuation, and form required.