Customer Service Lapses Essay Example | Topics and Well Written Essays - 250 words

Customer Service Lapses - Essay Example Throughout, the patient was alone, and no help was provided to her to clear her prescription at the pharmacy. c. There was the lack of staff in the clinic for patient care. Only one physician was present, who had to take care of the patients in urgent care as well as in family medicine. Follow-up Questions a. How was the experience of the patient with respect to care provided by a physician? b. Was the medical staff including nurses, etc. helpful in giving medical assistance? c. What problems did the patient face on the visit related to (time, fees, care, medicine etc.)? Future Actions a. Hire the required staff necessary to facilitate the number of patients visiting each day to the clinic. Separate doctors should be there for attending patients in family medicine and urgent care. b. The staff has to make sure that no patient has to wait for long hours. Every task should be performed on time and must be organized. c. Curtail the excessive documentation; keep the system simple, manage able and effective. PDCA: (ASQ 20) Plan: Improve documentation process, reduce waiting time and get new staff hired. Track the changes by taking feedback from patients. Do: Bring immediate changes by assisting patients and reduce the waiting time. Check: Check the patients’ response on forms for checking system efficiency.