Navigate 2 Scenario: Customer Service Scenario (Episode 3)

Episode 3 - Overview

The Chief Executive Officer of the Health Care System wants to improve patient care survey results in the urgent care facilities within the Health Care System. The perceived quality of service is the lowest rated area on the survey. As a Change and Process Management consultant, you will work with the Director of Quality Improvement of the Health Care System to analyze the current structure, process, and outcomes of the urgent care facilities.

Based on the information you gathered from your meetings, provide the current quality improvement data and make recommendations for improvement. Be sure to back up the recommendation with the analysis of the information gained from the staff. The recommendationpost should include analysis of results, prioritized improvements, and recommendations.

Learning Outcomes Addressed

• Explain the impact that policy, social, and financial forces have on health care access and quality of care in the United States
• Use technology and information resources to research issues in health services organization

LearnScape 3 Characters

*James Melbourne, Director of Urgent Care Facilities within the Bright Road Health Care System

James is a physician in his mid- to- late 30s. James, new to Bright Road, is normally very relaxed and open. But recently he's been very anxious about the customer survey results for the urgent care facilities. He's afraid he may lose his job if numbers don't improve, so he's very motivated to help the student gather any information and provide any feedback needed to improve results.

*Tamara Rogers, Director of Quality Improvement for Bright Road Health Care System

Tamara is in her early to mid-40s. Tamara is very analytical, organized, direct and outspoken. Tamara was previously Director of Customer Service for a large medical equipment manufacturing company. During her time there, the medical equipment manufacturer improved customer service scores by more than 50%. Tamara lives by numbers and won't make a move until she has data to support her decision. She sometimes confuses manufacturing customer satisfaction with patient satisfaction, which can be different.

*Jennifer Bates, Nurse Administrator of Urgent Care Facilities within the Bright Road Health Care System

Jennifer Bates is a nurse in her late 40s. She's been with Bright Road for more than 15 years and has been the Nurse Administrator for Urgent Care for more than 10 of them. Jen has seen many staff changes and process changes in the past few years and has many ideas of how to improve the quality of care in the centers.

*Charlie Moore, Director of Medical Records for Bright Road Health Care System

As part of the Medical Records staff, Charlie Moore is heavily involved in the analysis and improvement process to determine how the changes might impact his staff. Charlie Moore is near retirement, so it's sometimes difficult to keep him focused.

*Henry Johnson, Customer Service Manager for GreenFoods, Inc.

Henry is the student's mentor and a long-time family friend. He doesn't work at the consulting firm but is a Customer Service Manager for a local grocery chain. The student speaks with Henry occasionally to get an outside viewpoint