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Herzog Memorial Hospital Case Study

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Herzog Memorial Hospital Case Study

Group Member:
Arifa Akhter Nitol: 260532844
Daniela Campo: 260462469
ShiPeng Chen: 260526665
Zhenzhou Wu: 260496298
Zhenxuan Zhou: 260510679

Question 1 Pareto diagram of the positive comments for all ten categories

Question 2 Pareto diagram of the negative comments for all ten categories

Question 3
The patients’ comments support the score of HCAHPS. Out of 75 negative comments, 33 of them address the issue of noisiness while only 1 out of 17 positive comments support the statement that area around the room is quiet at night. Therefore, it is evident that the HCAHPS claim on why Herzog Memorial Hospital has low satisfaction is valid.
Question 4
1. Facilities: includes all issues caused by:
•Room-sharing: Unsatisfied roommates/ Noises of roommates
•Design of the room
2. Noise at Night: All noise at night regardless sources of noises.
3. Air Conditioning System: includes all issues caused by uncomfortable room temperature.
4. Dirtiness: includes all issues related to dirtiness that are not caused by water.
5. Labor Issues: includes all issues caused by labor. (E.g. speak too loudly)
6. All Other Issues
7. Water Issues: issues caused by high iron content water

Affinity Chart: Numbers are row numbers in Excel

Question 5 Category | Frequency | Cumulative Frequency | Cumulative Percentage | Facilities | 42 | 42 | 44% | Noise at Night | 16 | 58 | 60% | Air Conditioning System | 12 | 70 | 73% | Dirtiness | 8 | 78 | 81% | Labor Issues | 7 | 85 | 89% | All Other Issues | 7 | 92 | 96% | Water Issues | 4 | 96 | 100% |

Question 6 From the Pareto diagram of negative comments it can be seen that room, visitors and family, and discharge are the most important issues and need to be addressed immediately. These three issues add up to around 50% of the negative comments, which is a

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