Most people have experienced frustration at least once when talkingwith customer service. Often, organizations provide satisfaction surveysto customers to evaluate their experience. In the health care field,accrediting agencies require providers to measure patient satisfactionthrough surveys. The purpose of this assignment is to apply theprocesses involved to develop an improvement plan that will preventsimilar customer complaints.

You must download and use the Customer Satisfaction Improvement Plantemplate to complete this assignment. Do not write a separate paper.Note: If you have responded substantively to each of the content itemswithin the template of the assignment, the template document you submitshould be between three and four pages in length.

• Choose one of the customer experience scenario options below:
  • Customer contacted a health plan customer service department but could not understand the representative.
  • Customer scheduled an appointment with a primary care physician for an acute illness, and there were no appointments available.
  • Customer had an appointment for lab testing or a diagnostic test(e.g., MRI, CT scan, etc.), and the facility environment was disorderlyand unclean.
  • Customer visited the Emergency Department (ED), also known asEmergency Room, but the wait time was extensive (over three hours).
  • A customer called the doctor after normal office hours ended. Theprimary care doctor advised the patient to go to Urgent Care (UC). Afterpaying the $50 co-pay, the UC physician told the patient to go to theER because the issue was more severe than could be managed at the UCclinic.
  • A knee-replacement patient was given discharge instructions upondischarge that included taking a pain medication every four to sixhours. However, when the patient arrived home, the prescription was notin his discharge paperwork. The hospital informed the patient he wouldhave to come back to pick up the written prescription to get it filled,as it cannot be called in to the pharmacy.
• Using the Customer Satisfaction Improvement Plantemplate, respond to the required elements listed below and make sureto include detail for each element in your improvement plan.

  Required Elements:

  • Scenario: Create your own detail to relate what may have occurred Once you have chosen a customer satisfaction scenario.
    • Describe in detail everything that occurred to ensure that the CQI team understands the complexity of the issue.)
  • Data Elements: Describe a minimum of three data elements youwould gather to fully assess the situation and assist you with improvingthe customer satisfaction scenario you chose.
  • CQI Methods: Outline the CQI method (Pareto, Fishbone, or Flowchart) you would utilize to develop your improvement plan.
    • Explain your plan for improvement.
  • CQI Team Members: Identify three stakeholders within the organization you will include on your CQI team.
    • Identify the communication barriers that may occur between thestakeholders based on their role in the organization when analyzing thecause of the complaint.
    • Discuss possible solutions and the development of an effective improvement plan.
  • Cost-Quality Impact: Analyze how cost and quality are linked based on your chosen scenario.
    • Identify the potential impact to the organization if the issue is not resolved.
  • Evaluation Plan: Describe how you will evaluate the success or failure of the plan.
    • Identify the steps would you take to determine if the plan is effective.

Include at least two scholarly sources

HCA 375 – WEEK 2 ASSIGNMENT

Type Student Name here

CUSTOMER SATISFACTION IMPROVEMENT PLAN

INSTRUCTIONS: You should review Chapters 2 & 3 before completing the template. Refer to the Week 2 Assignment directions within the course to understand what is expected in each row of the table below. Detail for each section is required. If you include enough detail for each section, the template document will be between three to four pages in length, which meets the paper length requirements. Include APA citations within the Response column where appropriate. List your references in APA format on the last row of this template. All citations and references must be in APA style.