Deliverable 02 – Data Analysis of Patient-Focused Quality Me…

Explain the basic models of quality improvement in healthcare.

Student Success Criteria

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Scenario

Pediatrics ABCs leadership team has authorized the opening of two locations in Sun Palms City, FL. They authorized the purchase of the existing pediatric practice and securing a new lease in a shopping center to open a second location. The existing practice was sold to Pediatrics ABC. The purchased location will be named Pediatrics ABC West, and the new location will be named Pediatrics ABC East.

The Chief Operations Officer engaged the Patient Experience Manager and requested that she meet with the onsite clinical, support and administrative team at Pediatrics ABC West to learn about any patient complaints related to the providers, staff, clinical care received, access to care, and general office concerns. The Patient Experience Manager also wanted to learn about any positive feedback received.

An associate from the Pediatrics ABCs Marketing Department identified that current patients/parents from Pediatrics ABC West have been leaving reviews on Google, Yahoo, the locations Facebook page, and reported complaints on the Compliance/Ethics Hotline. The Patient Experience Manager requested that the Marketing Department associate prepare a summary of the types of reviews/complaints and the number in each category received over the previous six months. The practice has been open for 47 years and owned and operated by the same physician.

This practice has 425 patients. 85 people provided reviews in the past six months. Some reviews included more than one type of complaint. Review the attachment below before continuing.

Instructions

1. Create a summary report to share the above and following data and analysis with the Chief Operations Officer. The report should be in a Memo template using Microsoft Word. It is recommended you create a table to include the following statistical calculations.
2. How many complaints were received in the six-month period?
3. Calculate the percentage for each Description category in the complaint table.
4. What percentage of patients completed a review or a complaint?
5. How many positive feedback reviews were received in the six-month period? What percentage of all reviews were positive reviews?
6. How many negative feedback reviews were received in the six-month period? What percentage of all reviews were negative reviews?
7. Rank by the most serious types of complaints, from highest to lowest in the table. Separate the positive reviews from the negative reviews.
8. Data is the primary driving factor to assist with determining where a quality improvement plan is needed.
9. What is your opinion of Pediatrics ABC West from a quality-of-care perspective? Explain your analysis using data.
10. Using the above data, identify the most important concern that needs addressing and explain why this concern was selected. This concern will be the focus of the practice locations quality improvement plan.
11. A quality improvement team will be needed to assist with developing a quality improvement plan.
12. Explain the role of the quality improvement team.
13. Identify at least three department heads/associates who should participate in the team.
14. Explain your rationale for selecting these team members.