Case Study: Data Analysis Primary Care Clinic
Alisha Chang, MBA is the new manager of a primary care practice which is owned by Hope
Regional Health Care (HRHC). Previously she had been a Business Analyst working for the
COO and this is a promotion into an operational position. But things have not been going great.
Patients are complaining about having to wait weeks for appointments and about long wait times
after they arrive for their appointments. Scheduling is a mess with both overbooking and under
booking frequent problems as the clinic wrestles with the need to accommodate urgent/same day
appointments.
To get a handle on the problems and decide where to focus her efforts, Alisha gathered historical
clinic volume and no show rates. She also pulled the staff together to find out what they
thought were the reasons that patients were delayed in the waiting room. The team brainstormed
a list of possible reasons for delay and Alisha turned their list into a check sheet data tool to
gather data. Data was collected every day for three weeks assigning one of the reasons for delay
when a patient was delayed taken to an exam room more than 30 minutes after their scheduled
appointment time.
Her data may be found in the accompanying Excel file.
Assignment Instructions
Using the data in the provided spread sheet, analyze what is going on. In your analysis, please
produce the following:
Run charts with medians for volume and no-shows.
A histogram and a pareto analysis of the attributable causes of patient waiting room
delay.
A Flow Chart for the clinic process (based on description of high-level flow steps)
Use PowerPoint to display your graphic analysis. On the final slide, opine where you would
focus efforts to improve clinic operations if you were Alisha.
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