1. Affinity Diagram - You're working on a lean six sigma team to boost patient satisfaction at a local medical center. The group started with a feedback survey, from which they selected a few patient complaints at random to use in an affinity diagram.

a. Evaluate the patient concerns in Appendix A, located at the bottom of this paper.

b. Classify the patients' grievances into one of five (5) broad groups defined by recurring themes.

c. Assign meaningful titles to each grouping that reflect the overarching concept.

d. In the "Patient Complaints" column of the following table, please paste the patient complaints that correspond with each category from Appendix A.

e. To indicate which patient complaints you grouped together, combine the cells in the "Categories" column and then enter the category name in the resulting cell.

What are the primary impediments to patient satisfaction in our hospital?

Categories	Patient Complaints
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	39.

Appendix A - Patient Complaints

1. My friend and I paid drastically different sums for the same medical treatments. WHY?

2. 8:00 am appointment, 9:30 am doctor visit. It's unethical. Joke facility.

3. Can't leave work for appointments.

4. Unpayable. Why are physician and facility charges separate? for 15 minutes in a 10x10 room. No return.

5. Careless technician

6. Since I'm on a budget, I wanted to know how much the services will cost before the appointment. The office manager, billing department, physician, and nurse couldn't inform me. Healthcare scams.

7. Didn't aware I needed ID to conceive a baby.

8. Do you hide service prices?

9. Doctor refused appointment.

10. Everyone left after my procedure, leaving me vomiting in a waiting room under anesthesia. They shut the doors and turned out the lights!

11. Had no notion what my services would cost. I questioned if paying cash would be cheaper since I have a high-deductible insurance plan, but no one could say.

12. Long appointment wait.

13. I travelled an hour, waited an hour, saw the doctor for 8 minutes, then drove an hour home.

14. My illness has worsened after three 15-minute medical visits.

15. Procrastinate

16. No one checked on me when my head was bleeding.

17. Nurse practitioner was 30 minutes late.My appointment started the day.

18. A 10-minute doctor's visit costs too much.

19. Paid my bill. Why another?

20. Why doesn't insurance pay if one family member has met their deductible?

21. The doctor would listen to my symptoms more if she cared.

22. Awaited assistance.

Ignorant doctor

Mean nurse

25. The nurse seemed annoyed with my child's shot phobia.

26. Needed a doctor immediately.

27. No appointment.

28. They forgot I was there until another patient required the room.

29. My son almost died from the improper anesthetic.

30. Rude receptionist 31.

32. Schedule clash

33. Stop robbing poor patients to develop unnecessary facilities. To be ethical as a "non-profit," offer services at cost.

34. The doctor advised me not to vomit. How do I manage that? I puked.

35. Exam room too crowded.

36. Waited over an hour

37. Why can't you tell me what the cost of the procedure will be? I need to save up for this.

38. Why do I pay a monthly premium for insurance, then when I need medical attention, my insurance does not help until I also pay this ridiculous deductible? What other product do we buy and get zero benefit from, until we buy enough of it?

39. Why does a non-profit organization charge exorbitant prices?

40. how best can we operate

2. Pareto Chart - Make a pareto chart with the different sorts of complaints. Simply copy and paste a screenshot of your pareto chart into the chart.

3. Kano Model - List at least six essential quality characteristics of a routine medical visit in the first column and classify each characteristic as an expected basic characteristic, a performance requirement characteristic, or a delighter characteristic in the second column. In the highlighted rows, provide a list of potential delighter features that are not currently available but could be. Add rows if required. This question may be answered based solely on your personal life experiences, unrelated to your responses to questions 1 and 2.

Feature	Need

4. Critical to quality tree - Make a CTQ tree for a patient's need during a regular visit to the doctor. Use the text boxes and lines below to get to the right place. This question's answer doesn't have to be connected to what you said in questions 1 and 2, but it could be based on your own life. Please make sure that your answers aren't the same as those in the book or presentation.

5. a. The categories you made in the first question of this task have to do with questions 5a and 5b. Insert text boxes into the below project selection grid to organize your project categories (not each complaint) based on how you think the problem can be solved and how it might affect your business or customers. Keep in mind that the "good options" should be categories that would be good choices for DMAIC process analysis, not solutions to problems you've already found. Since this is just an example, assume:

i. Your first group has a big effect on business and customers, but you don't know how to solve it.

ii. Your last category has a high level of understanding of how to solve the problem and a high effect on business and customers.

iii. One of the groups left is low on both measures.

iv. The rest of the groups are in the middle on both measures.

Business or Customer Impact High Low Understanding of how to solve the problem High