Eastern Ontario Hospital Food Service Analysis

A large Ontario hospital conducted a survey from each patient that received a lunch and dinner meal served from Sept. 2nd till Sept. 18th 2023. Patients were asked to comment on the meal quality by filling out the back of the menu card. A food service staff member was responsible to collect and record the responses. The data is below.

Use EXCEL for analysis on this data and help you form your recommendations.

A) Complete Pareto Chart and Graph for the total number of complaints from each category. In a text box, comment on how this may help you improve the patient satisfaction at Eastern Hospital.

B) Complete run chart to track the daily complaints. Use one line for Lunch (L) and one line for dinner (D). Comment on any patterns that might assist you in solving complaints.

C) Complete Fishbone Diagram to suggest possible causes for these complaints.

D) Create text box and give TWO specific recommendations that you feel will help Eastern Hospital reduce complaints. These two should originate from your Fishbone diagram. Why did you choose these two specific recommendations?

E) Choose a teaching from one of the Quality Gurus and suggest how it might be helpful in this situation. Be sure to cite if you use any external sources.

Date	Meal	Flavour	Portion Small	temperature inadequate	Unappealing	missing item	early arrival	Other
02-Sep	L				1	1		1
02-Sep	D	3		2
03-Sep	L	2	2			1	1
03-Sep	D			3	1			2
04-Sep	L	1	1		2	1	1
04-Sep	D	1		1				1
05-Sep	L	2
05-Sep	D	2		5	2		1
06-Sep	L	1	1					1
06-Sep	D	3		5	1	1
07-Sep	L	1	3			1
07-Sep	D	4	1	3	1		1
08-Sep	L		2
08-Sep	D	2		2	2	1		1
09-Sep	L				1
09-Sep	D	1		3				1
10-Sep	L	4	2	4	4	3	1	1
10-Sep	D	2	4	4	4	2	2	2
11-Sep	L		1		1	3	1
11-Sep	D	3		3				1
12-Sep	L	5	1			1	1
12-Sep	D	4		4	2
13-Sep	L		1			2	1	1
13-Sep	D	4
14-Sep	L		1		1	1	2
14-Sep	D	2		3				1
15-Sep	L		1		3	1	1
15-Sep	D	3			1
16-Sep	L	2				1
16-Sep	D	2		3	2
17-Sep	L	3	1
17-Sep	D			2	4		1
18-Sep	L	5	1
18-Sep	D		1	3	2	1