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Instructions

HMGT 335 Health Care Marketing Questions

If you could design the ideal patient experience for a primary care doctor’s office, what would it look like? Map each of the patient touch points beginning with the patient recognizing the need to visit a primary care doctor. Don’t forget important touch points in all three of the processes, people, place and process.   Take the patient all the way through follows up care and resolution of the payment for the health service. Bullet format for each touch point will help us follow your map.

Feel free to comment on other students’ patient experience maps. Did they miss something? Did they include something you forgot?

AND, most importantly – Remember the WHY! what does this mean to a patient and why a healthcare administrator cares about this.!

Also, can you describe Press Ganey and/or HCAHPS – What are they and what do they mean to you as a Healthcare Marketer (How would you use them)!?

Belated Lab Test Case Study

CASE OF THE BELATED LAB TESTS

PROCESS IMPROVEMENT OPPORTUNITY – PART 3

CAHIIM Competency Assessed:

Subdomain III.H. Information Integrity and Data Quality

3.  Apply quality management tools
4. Perform quality assessment including quality management, data quality, and identification of best practices for health information systems (Blooms 4)

The Team went back to the data collection forms and created this data table of Phlebotomy turnaround times.

KEY:

TAT – turnaround time

MF – Monday through Friday

SS – Saturday and Sunday

Assignment #1:

Put this data into an Excel spreadsheet and create multiple graphs that will show the relationship between TAT and the other factors. HELPFUL HINTS:  TAT should be your vertical side of the graph.  You will want a graph with Test, Shift, Day and Floor data displayed on the horizontal side of your graph.  You will create 4 separate graphs.

You want the graphs to actually tell you something – they should show exactly where there are issues.

The first graph is comparing the type of tests, so you need to separate the data out by Test.  You should find an average TAT for each type of test and put that in a table and graph it and see if it gives you some good information. So up the side you would have TAT and across the bottom you would just have 4 bars – one for each type of test.

Same thing for day of the week data. Average the TAT for MF and average the TAT for SS and put that into a table and graph it. So again the TAT will be up the side and then you will have two bars, just one for MF and one for SS. This way you can see if there is a difference in the TAT for these two. You will do the same with shift and floor.

There is an example with pretend numbers available to you

Describe what your graphs are showing you.

After viewing the graphs the team decides they need more information about the night shift……..

RUBRIC
Excellent Quality 95-100%	Introduction 45-41 points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.		Literature Support 91-84  points The background and significance of the problem and a clear statement of the research purpose is provided. The search history is mentioned.			Methodology 58-53 points Content is well-organized with headings for each slide and bulleted lists to group related material as needed. Use of font, color, graphics, effects, etc. to enhance readability and presentation content is excellent. Length requirements of 10 slides/pages or less is met.
Average Score 50-85%	40-38 points More depth/detail for the background and significance is needed, or the research detail is not clear. No search history information is provided.		83-76  points Review of relevant theoretical literature is evident, but there is little integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are included. Summary of information presented is included. Conclusion may not contain a biblical integration.			52-49  points Content is somewhat organized, but no structure is apparent. The use of font, color, graphics, effects, etc. is occasionally detracting to the presentation content. Length requirements may not be met.
Poor Quality 0-45%	37-1 points The background and/or significance are missing. No search history information is provided.		75-1 points Review of relevant theoretical literature is evident, but there is no integration of studies into concepts related to problem. Review is partially focused and organized. Supporting and opposing research are not included in the summary of information presented. Conclusion does not contain a biblical integration.			48-1 points There is no clear or logical organizational structure. No logical sequence is apparent. The use of font, color, graphics, effects etc. is often detracting to the presentation content. Length requirements may not be met
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