Janson Medical Clinic
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
Friendliness of phone receptionist 6.94% 75.00% 5
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
Explanation of
Time to register 1.39% 100.00% 1
Respect of nurses 0.00% 100.00% 0
8
10
12
14
Reasons
Pareto Chart – Dissatisfied Patients
Series1
120.00%
18.00%
20.00%
Janson Complaint Chart – %
TELEPHONE ANSWERING METHOD TELEPHONE EQUIPMENT
Lack of receptionist empowerment
Number of phone lines
Proposed Patient Registration Process
Patient signs in