Draw the fishbone diagram of billing errors for Example 1.3.

Example 1.3
EZ Access is a for-profit family medicine clinic that serves more than 100,000 patients annually. Recently, there has been a decrease in clinic revenue and the clinic administrators have decided to address this problem as their top priority. To begin the analysis and problem identification, the clinic administrators have identified key problem areas by interacting with the staff, physicians, and patients. Table 1.8 presents the record of problems faced by the clinic during the previous year. The problems are grouped into four major categories—no-shows, overtime days, medical errors, and billing errors. Any problem that does not fall into one of those four categories are listed under “Other.” No-shows represent patients, who make appointments but do not show up at the clinic. Overtime days represent situations when nurses and doctors have to stay longer to take care of all the patients in the waiting room. Medical errors result in actual revenue loss to the clinic and may potentially affect future business. Billing errors result in the rejection of claim payments by the insurance companies. This would result in more follow-up work and additional cost to the clinic.

TABLE 1.8:

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Month January February March April May June July August September October November December Total No-Shows 3 3 4 1 2 5 3 7 3 11 12 16 70 Overtime Days 16 4 10 6 2 10 14 18 12 10 8 12 19 131 Problem Area Medical Errors 3 1 2 0 2 2 4 3 3 1 3 3 27 Billing Errors 320 4 2 1 2 2 4 0 2 5 27 Other 1 1 0 0 1 2035 H W WO 0 3 3 1 15