WAYPOINT ASSIGNMENT. Customer Satisfaction Improvement Plan- LOOK AT ATTACHMENTS Most people have experienced frustration at least once when talking with customer service. Often, organizations provide satisfaction surveys to customers to evaluate their experience. In the health care field, accrediting agencies require providers to measure patient satisfaction through surveys. The purpose of this assignment is to apply the processes involved to develop an improvement plan that will prevent similar customer complaints. You must download and use the Customer Satisfaction Improvement Plan template to complete this assignment. Do not write a separate paper. Note: If you have responded substantively to each of the content items within the template of the assignment, the template document you submit should be between three and four pages in length.
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HCA 375 – WEEK 2 ASSIGNMENT
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 according to the Ashford Writing Center guidelines. Once you complete the template, upload the document to
the Week 2 Assignment section of the course.
CQI Team Members
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List your References in APA
format from the scholarly
sources you used to support the
information in the rows above.
You must include at least two
scholarly resources from the
Ashford University Library. Make
sure to include a citation within
the rows where you use the
Week 2 – Assignment
Customer Satisfaction Improvement Plan
Most people have experienced frustration at least once when talking with customer service.
Often, organizations provide satisfaction surveys to customers to evaluate their experience. In the
health care field, accrediting agencies require providers to measure patient satisfaction through
surveys. The purpose of this assignment is to apply the processes involved to develop an
improvement plan that will prevent similar customer complaints.
You must download and use the Customer Satisfaction Improvement Plan template to
complete this assignment. Do not write a separate paper. Note: If you have responded
substantively to each of the content items within the template of the assignment, the template
document you submit should be between three and four pages in length.
Choose one of the customer experience scenario options below:
o Customer contacted a health plan customer service department but could not
understand the representative.
o Customer scheduled an appointment with a primary care physician for an acute
illness, and there were no appointments available.
o Customer had an appointment for lab testing or a diagnostic test (e.g., MRI,
CT scan, etc.), and the facility environment was disorderly and unclean.
o Customer visited the Emergency Department (ED), also known as Emergency
Room, but the wait time was extensive (over three hours).
o A customer called the doctor after normal office hours ended. The primary
care doctor advised the patient to go to Urgent Care (UC). After paying the
$50 co-pay, the UC physician told the patient to go to the ER because the issue
was more severe than could be managed at the UC clinic.
o A knee-replacement patient was given discharge instructions upon discharge
that included taking a pain medication every four to six hours. However, when
the patient arrived home, the prescription was not in his discharge paperwork.
The hospital informed the patient he would have 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 Plan template, respond to the
required elements listed below and make sure to include detail for each element in
your improvement plan.
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 you would gather
to fully assess the situation and assist you with improving the 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 the
stakeholders based on their role in the organization when analyzing the
cause of the complaint.
? Discuss possible solutions and the development of an effective
Cost-Quality Impact: Analyze how cost and quality are linked based on your
? Identify the potential impact to the organization if the issue is not
Evaluation Plan: Describe how you will evaluate the success or failure of the
? Identify the steps would you take to determine if the plan is effective.
Include at least two scholarly sources from the Ashford University Library within the template
that supports your ideas or statements. The Research, Keywords, Databases: An Overview (Links
to an external site.)Links to an external site. video tutorial is available to help you become more
familiar with the library database search features and how to generate keywords. Cite all
referenced material according to APA style as outlined in the Ashford Writing Centers
Introduction to APA within each row where the referenced material was used.
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