Case Study:
According to data published by the Medical Group Management Association (MGMA), better performing medical practice follow 14 characteristics on page 60 of your textbook. Two of them are: The entire staff focuses on customer service and a culture of respect is in-place. Your investigation uncovers two problem areas in your office: customer service is poor to include patient "wait times" and culture has led to low retention (employee physician and staff). Discuss each question separately (use these HEADINGS ONLY - do not make-up your own words):
1. Discuss your efforts and steps to rectify these two situations.
2. How would you address it?
3. Discuss why these two problem areas are important
4. What systems, solutions or activities should be implemented to prevent or improve each problem area?
5. What and how do you monitor each area?
6. What changes would you make to each problem area, if initial solutions is not working?