Healthcare Management

17. To reduce patient arrivals and wait times at the ED, BPH has implemented a Nurse 254 | II COMPETING ON QUALITY Hotline to give around-the-clock medical information and advice. A nurse can recommend if the patient must see a doctor, go to an urgent care clinic, or rush to the ED. Because of heavy call volume during certain times of the day, patients are often put on hold. Management has determined that a wait of 1 to 2 minutes is reasonable. Times on hold (in minutes) for samples of 10 callers over 20 days are shown in the following a. Develop the appropriate control chart(s). table. c. If the process mean is 1.56 minutes with an SD of 0.27 , is the process capable of b. Is the process in control? Why or why not? meeting management's expectations