Part 1
1. After you complete your PPT and the videos on it; read the following and watch the provided YouTube link:




2. Name 3 services (found in your reading) that relate to patient satisfaction. How can these services be tracked, monitored, and implemented in a practice with technology. Incorporate PCDA, six sigma, or other process improvement strategies in your response.

Part 2
After posting your submission, read and respond to the postings of at least two classmates.
Reply to TWO peer postings to get full grades on this assignment. Do not respond with “great job” or other generic phrases. Provide respectful insight that allows the poster to learn or grow.Jenny

Plan, Do, Check/Study, Act (PDCA) Cycle helps the healthcare organization plan how they will test the change (Plan), try the change on a small scale (Do), observe results of the change (Check/Study), and take action on what was learned by adapting, adopting, or abandoning the plan (Act). Another PDCA cycle can be created to implement the new changes on a small scale and over time, the change can be implemented on a large scale. Ensuring the implementations are tested on different staff, shifts, units, and seasons will help reduce breakdowns. Listening to those who are part of the small scale implementations also help prevent future errors or delays.
The Consumer Assessment of Healthcare Providers and Systems (CAHPS) ask patients what happened when they received care, rather than focusing on how they felt about it. CAHPS uses a standard set of questions, which enables healthcare organizations to compare their scores with others. This helps them pinpoint where improvements need to be made. Providers can use this information to look for trends in the scores over time and comparing the results with patient complaints.
The Press Ganey survey is made up of 20 questions and asks about a patient’s experience during their visit. Surveys are best asked while the patient is still admitted, the hospital staff is able rectify any concerns before the patients discharged. Surveys typically have a low response rate and the data that is received may be from a visit that happened 2-3 months ago. This causes lags in improvements.
AHRQ Patient Safety. (2019, April 4). 
Reasons to choose a CAHPS survey. YouTube. Retrieved November 2, 2022, from https://www.youtube.com/watch?v=Jhl_JVkqVf0

Khilnani, S. (2022). 
HCI 320: HCI Data Standards & Interoperability. 
Week 7 Patient Satisfaction. Bellevue College. Retrieved November 2, 2022.

Mastroma, M. (2016, August 30). 
Plan-do-study-act (PDSA) cycle. YouTube. Retrieved November 2, 2022, from


An office’s telephone service can immediately define a patient’s opinion and first thoughts of the practice, which can define their level of satisfaction. The quality of this service can be tracked by conducting online patient surveys and recording every call received/made to monitor the quality. A plan to have a weekly phone log audit and survey review could be made. While executing the plan, the reviewers could take notes on the positive and negatives things that they see reoccurring and have monthly meeting to go over everything they’ve collected. They could then assess if the plan works or if it needs to be redone.
Office cleanliness stands as one of the most crucial aspects of patient satisfaction, due to the fact that these are medical facilities. The cleanliness of a medical facility can define an office’s level of care as well as the patient’s level of comfort with the practicSam
Name 3 services (found in your reading) that relate to patient satisfaction.
Service Recovery/Communication– Engage the patient which promotes empathy.  Listening to what they want and what they expect will encourage trust. 
Press Ganey/Real Time Surveys – Give the patients a voice, it will create loyalty. 
Suggestion Box – If patients feel like they are a part of something they will want to create a culture of improvement.  They will feel more empowered knowing what they think or say matters. 
How can these services be tracked, monitored, and implemented in practice with technology. Incorporate PCDA, six sigma, or other process improvement strategies in your response.
PDCA or plan, do, check, act is a four-step cycle to implement change by solving problems and improving processes. 
Six Sigma using statistics and data analysis to analyze and reduce errors. 
Total Quality Management improves customer satisfaction by getting the entire organization on board with continuous process improvements. 
By tracking all the survey answers and submissions from the suggestion box a data dashboard can be created.  Then root cause analysis can be used to understand the underlying cause of the  issues.  After the issues are identified, PDCA can be utilized to implement change by solving problems and improving processes.  To finish it off, Top Quality Management could get everyone on board to benefit from success through customer satisfaction.
Eisenberg, A., MD. (2020, August 26). What is patient satisfaction and why does it matter? 
Links to an external site.

Prakash B. (2010). Patient satisfaction. Journal of cutaneous and aesthetic surgery, 3(3), 151–155. 
Links to an external site.


Lisa reply to

Awesome post! I really like your descriptions of six sigma and PDCA and how you connect them. Conducting an in-depth analysis and then proceeding to a PDCA would likely decrease the number of times a PDCA would need to be conducted. I also like your suggestion of the comment box. I totally forgot they exist! 


I think 3 services that relate to patient satisfaction are Telephone service, waiting time, and office appearance. Phone calls can be use to schedule, survey, or to ask for information/questions. They can be recorded and entered into a database to either review information or change it. Asking people or timing how long a patient waits before getting care can be used to measure the waiting time using camera, sign-in times, or motion tracked maybe. Then using that data can see if waiting time in general or specific events are too long and find ways to reduce it for next time. For office appearance, surveying people on their experience waiting or in the building on how the clean, organized the r

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