Based on this unit’s readings and the online presentations, analyze the “Case of the Belated Lab Test” using the 4-step model described in Chapter 2 and Part I of this unit’s online presentation. You will be creating the first steps of a performance improvement plan for this case study.
- The case is included below. The case study already describes the current flow of activities, so it may be helpful to make a list of the steps and who takes them. OPTIONAL: you can earn extra credit for including a flow chart of the steps, but the flow chart is not mandatory.
- Introduction: Introduce what your analysis will include and what topics you will cover. Include a preview of your findings of performance opportunities.
- Body: Be sure to address all of the following elements:
- Create a brief description of the performance measures that are involved in this problem: Distinguish whether they are systems measures, process measures, or outcome measures? This is your “problem statement”.
- Identify any internal and external customers that this situation affects.
- Evaluate how satisfied each customer is with the current performance:
- Construct a plan for how you would measure each customer’s expectations and whether they are satisfied with the current performance. Examine each customer’s requirements for the performance measure: what is each customer expecting? Describe at least two types of tools that you would use to determine their expectations and measure their satisfaction.
- Conclusion: Summarize your findings and conclude with a list of performance opportunities that will need to be addressed by future work teams.
- Your paper should be in APA style, with a minimum of three pages excluding cover and reference pages.
- Optional: You may want to add a flow chart of steps described the case study process.
- Include your textbook and any other references in proper APA style.
Expert Solution Preview
Introduction:
In this analysis, the “Case of the Belated Lab Test” will be examined using the 4-step model described in Chapter 2 and Part I of this unit’s online presentation. One of the main objectives of this analysis is to create the first steps of a performance improvement plan for this case study. This analysis will involve identifying the performance measures involved in the problem, determining whether they are systems measures, process measures, or outcome measures, and evaluating how satisfied each customer is with the current performance. A plan for measuring each customer’s expectations and satisfaction with the current performance will also be constructed. Finally, a summary of the findings and a list of performance opportunities that will need to be addressed by future work teams will be provided.
Body:
Performance measures involved in the problem:
The problem in the “Case of the Belated Lab Test” involves a delay in communicating the lab test results to the patient. The performance measures involved in this problem are process measures, as they relate to the process of communicating the lab test results to the patient. The delay in communicating the results is a problem that needs to be resolved to ensure a better patient experience and outcome.
Internal and external customers affected by the situation:
The internal customers in this situation are the medical staff, including the lab technician, the doctor, and the nurse who is responsible for communicating the results. The external customers are the patient and the patient’s family.
Evaluation of customer satisfaction with current performance:
The patient and the patient’s family may not be satisfied with the current performance as they have to wait for a long time to receive their lab test results. On the other hand, the medical staff may feel satisfied with their performance as they have completed their tasks as per their job description. However, they may not be aware of the patients’ concerns regarding the delay in the communication of the test results.
Plan for measuring customer expectations and satisfaction:
To measure each customer’s expectations and satisfaction with the current performance, two types of tools that can be used include surveys and interviews. Surveys are useful to understand what customers want and how satisfied they are with the current performance. Interviews are helpful in understanding the customers’ experiences and insights to improve the quality of communication and provide medical staff with opportunities to respond to any concerns they have.
Conclusion:
In conclusion, the “Case of the Belated Lab Test” involves a delay in communicating the lab test results to the patient. The performance measures involved in this problem are process measures, as they relate to the process of communicating the lab test results to the patient. The internal customers in this situation are the medical staff while the external customers are the patient and their family. The customers’ satisfaction level with current performance differs, with the patient and her family being dissatisfied while medical staff may be satisfied. Surveys and interviews are two invaluable tools to measure customer expectations and satisfaction and improve communication between the medical staff and the patient. Future work teams should prioritize improving communication with patients and providing customers with reliable and efficient service. Overall, there is a significant need to streamline and improve the lab test communication process, enhance customer satisfaction and boost patient outcomes.
References:
(Insert references here in proper APA style.)
