Customer Satisfaction Improvement Plan

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Most people have experienced frustration at least once when talking
with customer service. Often, organizations provide satisfaction surveys
to customers to evaluate their experience. In the health care field,
accrediting agencies require providers to measure patient satisfaction
through surveys. The purpose of this assignment is to apply the
processes involved to develop an improvement plan that will prevent
similar customer complaints.

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You must download and use the Customer Satisfaction Improvement Plan
template to complete this assignment. Do not write a separate paper.
Note: If you have responded substantively to each of the content items
within the template of the assignment, the template document you submit
should be between three and four pages in length.

  • Choose one of the customer experience scenario options below:
    • Customer contacted a health plan customer service department but could not understand the representative.
    • Customer scheduled an appointment with a primary care physician for an acute illness, and there were no appointments available.
    • Customer had an appointment for lab testing or a diagnostic test
      (e.g., MRI, CT scan, etc.), and the facility environment was disorderly
      and unclean.
    • Customer visited the Emergency Department (ED), also known as
      Emergency Room, but the wait time was extensive (over three hours).
    • A customer called the doctor after normal office hours ended. The
      primary care doctor advised the patient to go to Urgent Care (UC). After
      paying the $50 co-pay, the UC physician told the patient to go to the
      ER because the issue was more severe than could be managed at the UC
    • A knee-replacement patient was given discharge instructions upon
      discharge that included taking a pain medication every four to six
      hours. However, when the patient arrived home, the prescription was not
      in his discharge paperwork. The hospital informed the patient he would
      have to come back to pick up the written prescription to get it filled,
      as it cannot be called in to the pharmacy.
  • Using the Customer Satisfaction Improvement Plan
    template, respond to the required elements listed below and make sure
    to include detail for each element in your improvement plan.

    Required Elements:

    • Scenario: Create your own detail to relate what may have occurred Once you have chosen a customer satisfaction scenario.

      • Describe in detail everything that occurred to ensure that the CQI team understands the complexity of the issue.)
    • Data Elements: Describe a minimum of three data elements you
      would gather to fully assess the situation and assist you with improving
      the customer satisfaction scenario you chose.
    • CQI Methods: Outline the CQI method (Pareto, Fishbone, or Flowchart) you would utilize to develop your improvement plan.

      • Explain your plan for improvement.
    • CQI Team Members: Identify three stakeholders within the organization you will include on your CQI team.

      • Identify the communication barriers that may occur between the
        stakeholders based on their role in the organization when analyzing the
        cause of the complaint.
      • Discuss possible solutions and the development of an effective improvement plan.
    • Cost-Quality Impact: Analyze how cost and quality are linked based on your chosen scenario.

      • Identify the potential impact to the organization if the issue is not resolved.
    • Evaluation Plan: Describe how you will evaluate the success or failure of the plan.

      • Identify the steps would you take to determine if the plan is effective.

Include at least two scholarly sources


Type Student Name here


INSTRUCTIONS: You should review Chapters 2 & 3 before completing the template. Refer to the Week 2 Assignment directions within the course to understand what is expected in each row of the table below. Detail for each section is required. If you include enough detail for each section, the template document will be between three to four pages in length, which meets the paper length requirements. Include APA citations within the Response column where appropriate. List your references in APA format on the last row of this template. All citations and references must be in APA style.




Data Elements

CQI Methods

CQI Team Members

Cost-Quality Impact

Evaluation Plan

List your References in APA format from the scholarly sources you used to support the information in the rows above. You must include at least two scholarly resources. Make sure to include a citation within the rows where you use the reference material.

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