The Business Context
The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF.
Problem Description
Laura Jones, supervisor of the call centre, seeks to remedy
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This will result in a preferred alternative with supporting rational.
Detailed Analysis of the case
The current average utilization rate of the call centre is 30.48% (see appendix XXX). The average arrival rate, rate at which the patients call, is lower than the average service rate, rate at which the patients are serviced. However, both the arrival time and the service time contain moderate variability (see appendix XXX), negatively impacting the flow time during peak hours. There are two arrival rate variability issues: variability amongst the different days the calls are received and variability amongst the hours the calls are received. The problem is bigger than Laura anticipated. As per the ‘Appendix 5’ of the case, the average daily abandoned calls are 338 and not 35. This does not include the patients receiving a busy signal, therefore becoming lost throughputs. Thus given the low utilization rate it is clear that the problem the call centre faces is in managing variability and not capacity.
The total annual profit margin lost due to missed calls from the call centre is $380,813.33 or 104.62% of IMD's expected profits of $364,000 (see appendix XXX). The total annual profit margin lost due to missed calls between 10AM to 2PM is $190,406.67 or 52.31% of IMD's expected profits of $364,000 (see appendix XXX).
Therefore the scheduling and variability problems of IMD’s call centre are
“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient
Art Beaumont, the newly hired president of MediSys Corp, created a core team in August 2008 in order to accelerate the IntensCare project. Team consisted technically competent employee in six areas: research and development, engineering, software design, production, marketing and regulatory affairs. Jack Fogel, a senior production manager was assigned the project leader. IntensCare project was very important to the success of Medisys but the team had very tight schedule. However, differences started to emerge soon after which obfuscated the future of IntensCare project.
The acquisition and post-acquisition period for Mt. Mercy Hospital/Sister Mary Theresa’s purchase of Abbott Hospital experienced several organizational change issues. Within Dr. Belasen’s corporate communications model “CVFCC,” several quadrants became compromised. During the acquisition period, conflict arose within the realm of Investor Relations and Government Relations. Conflict continued to arise after the acquisition – specifically within the quadrant of Employee Relations.
#1 With no change in volume (utilization), is the clinic projected to make a profit?
HISTORY OF PRESENT ILLNESS: Patient is a candidate for a total right hip revision. She has 2 units of directed packed red blood cells. It is not autologous. She does had Hepatitis B. She has arthrogryposis. She had a right total hip replacement many years ago by Dr. Dodd at the University of Miami. She has had multiple other surgical procedures as follows. A: She had bilateral foot surgery In the remote past. B: She had left hip surgery a year ago. C: She had right foot
How would Ed’s blood help protect him from a foreign invader such as the one now in his system?
HISTORY AND PHYSICAL EXAMINATION_______________________ Patient Name: Chapman Robert Kinsey Patient ID: 110589 Room No.: 322-B Date of Admission: 23 February ---Admitting Physician: Martha C. Eaton, MD, Geriatrics Chief Complaint: Admitted from Dr. Max Hirsch’s office due to deep ulcer on left toe. Admitting Diagnoses 1. Severe peripheral vascular disease, status post deep ulcer on left toe. Rule out thrombolysis. The patient was admitted to a regular floor. Condition is serious. 2. ALLERGY TO PENICILLIN, which puts patient into anaphylactic shock. 3. Continue with home medications. DETAILS OF PRESENT ILLNESS: Mr. Kinsey is an 87-year-old white gentleman with history of (1) Chronic atrial fibrillation, on Coumadin. (2) Chronic deafness,
Big Bend Medical Center is a full-service, not-for-profit, acute care hospital with 325 beds located in Big Bend, Texas. The bulk of the hospital’s facilities are devoted to inpatient care and emergency services. (Gapenski, pg. 27) The outpatient services section of the hospital is used by the Outpatient Clinic, as well as the Dialysis Center. The Outpatient Clinic, which makes up about 80 percent of the outpatient services section, has recently grown in volume and has created a need for 25 percent more space than it currently has. Moving the Dialysis Center to a new building was decide to allow expansion of the Outpatient Clinic. A change and focus on the allocation of costs has some department heads angry and claiming of
On the 24th February 2000, Victoria was taken semi-conscious and suffering from; hypothermia, multiple organ failure and malnutrition, to a local church. The taxi driver that collected them from the church was so horrified at her condition, that he took them straight to A and E. Victoria died the following day.
from the doctor. The health information technician has to track down that doctor. Also, the Billing department may receive requests from unknown insurance companies. When this happens, the Billing department gets Medical Records to act on their behalf. The Medical Records then has to obtain an authorization form from the patient in order to fulfill the unknown insurance company needs.
Customers must use the internet to fill out an online form to address their complaints or service needs. These forms are processed by employees in your department. Currently the turnaround time on any given form is between four to eight hours. This creates a number of other customer complaints. Project Call Center is designed to reduce this turnaround time by 75% by creating and staffing a call center in Tampa. Building acquisition, building renovations, building fit out, IT system upgrades, and hiring and training of staff are estimated to cost $8.5 million dollars. This $8.5 million dollars can be paid evenly in any two quarters in the next year. In addition, seven new employees will need to be hired at $40,000 burdened labor costs per year to staff the call center. Management of this project could easily be done with the current in-house staff. Most of the work of this project would be outsourced and will have minimal impact on day-to-operations.
In this case, this patient has seen many providers which are: An Internist or Internal medical physician, a Radiologist, a general surgeon and a plastic surgeon, an Oncologist The patient sees her internal medicine physician or internist for annual care. Internal medicine physicians are primary care specialists who apply scientific knowledge and clinical expertise to the diagnosis, treatment, and compassionate care of adults across the spectrum from health to complex illness. Internist analyze records, reports, test results, or examination information to diagnose medical condition of patient , they analyze test data or images to inform diagnosis or treatment.
But sexual transmission was diagnosed in Ohio in a list of male sex coadjutor of one male who had experienced to Puerto Rico.27. In any accident, it 's decisive to give each man who has see with one instruction about lesbianism, bisexuality and the manifestation-out procedure, sexual traduce, sexual addiction, kindred-of-rise spring, and manner malady that could assist to the solicit to have sex with men. The New England Journal of Medicine described one division in San Francisco where 38 percent of the man who acknowledged any one contactor within the foregone five donkey’s years experiment positive for this virus while none of the exclusively heterosexual men standard positive. Most men who had used a trembler in the exceeding relate custom during onanism (86.2%). Men who epitomize HIV/AIDS through heterosexual coitus or drip stupefy necessity once in a while parade this malignancy. "Sex" is undefined. When they are, many of them habit refuge. Although their inner and excitable height compare that of the commencing tier of manifestation out, blithe and slang one go on to unfold a merry or a jocular likeness, whereas these one don 't.
1) Upon the story presented, necessary actions should be taken to overcome the hospital’s problems. St. Mary’s Hospital last year’s numbers showed the necessity of such actions. For the first time, since the hospital started operating, they presented deficit on its revenue. St. Mary’s hospital had some major problems in a few departments. During the last few years, the occupancy, or the number of patients in the hospital, has been declining. Such problem is explained by changes made to reimbursement policies, a larger emphasis on outpatient services, and an increase in local competition. Another major problem the hospital faces is the performance appraisal system. It seems inadequate for the system in
Subject line: Describe what went right and what went wrong with this venture. Add in how you would fix the identified problems, if this was your company.