Assignment
Recently, your director of operations met with the entire leadership team to review the outcomes of a recent survey campaign within your organization. There were two surveys, one for patients and clients (external survey) and one for employees (internal survey). In general, it was revealed that the organization is doing well; however, on two metrics, the organization scored poorly.
The external survey showed that patients and other clients were satisfied or very satisfied with the care they received and the general operations of the organization. However, they were neutral or dissatisfied with billing services when they had questions about a charge (patients) or an invoice (clients). Issues were rarely resolved during the first communication and took, on average, one month to straighten out.
The internal survey showed that employees were satisfied or very satisfied with the facility, their manager, and the leadership; however, they were dissatisfied or very dissatisfied with the compensation and benefits that are offered, which may explain the higher than average turnover rate.
The director of operations has tasked you with collecting and analyzing additional data to pinpoint the possible issues that are causing lower than average scores for these two metrics. two recommendations for how you will use the data to improve satisfaction scores.
A. Discuss the importance of collecting follow-up data from internal and external stakeholders and who you will collect the data from.
B. Describe at least three types of follow-up data you will collect: quantitative (discrete or continuous) and/or qualitative (binomial, nominal, or ordinal).
C. Describe at least three potential methods you could use to collect follow-up data.
D. Discuss three ways you will use the additional data you have collected to formulate organizational action..