Chapter 9
Janson Medical Clinic Case
Analysis of Complaint Data
Wait for doctor 18.06% 18.06% 13
Ease of appointment 16.67% 34.72% 12
Ease of phoning 13.89% 48.61% 10
Convenient hours 9.72% 58.33% 7
Courtesy of receptionist 9.72% 68.06% 7
Responsive care via phone 6.94% 81.94% 5
Comfortable waiting 5.56% 87.50% 4
Physician listens 4.17% 91.67% 3
Respectful physician 2.78% 94.44% 2
Time to register 1.39% 100.00% 1
Respect of nurses 0.00% 100.00% 0
8
10
12
14
Pareto Chart – Dissatisfied Patients
Series1
60.00%
80.00%
100.00%
120.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
20.00%
Janson Complaint Chart – %
Series2
Series1
TELEPHONE ANSWERING METHOD TELEPHONE EQUIPMENT
Lack of receptionist empowerment
Number of phone lines
Number of receptionists
Lack of telephone automation
Routine call handling same as emergencies
Inability to reach busy secretaries
Proposed Patient Registration Process
Patient signs in
Receptionist offers to
Receptionist finds
Copy of insurance
card made, if
Papers embedded in
Information
input