Q Instructions for Analyzing Low Patient Satisfaction at Herzog Hospital Analyzing Low Patient Satisfaction at Herzog Hospital - HBR Case Number: KEL740 The data to be used in your analysis is presented in the Excel file “Herzog Exhibit 1, Spreadsheet Supplement”, Product #: KEL869-XLS-ENG, that is provided in conjunction with the case study. In late 2012 Adeline Herzog Memorial Hospital in Castle Rock, Colorado, was facing a problem with patient satisfaction. The Press-Ganey scores for the third-floor nursing unit—the primary destination (70 percent) for patients admitted through the emergency department—were at the 15th percentile, and the key HCAHPS score for inpatients was well below the Colorado average. Over the past six months Jeri Tinsley, director of medical, surgical, and intensive care services, had made various changes to try to improve the patient satisfaction scores for her 32-bed unit, but the scores seemed stuck at an unacceptably low level. Tinsley worried that if improvements were not made soon, patients would start “voting with their feet” and take their business to competing hospitals. As a registered nurse, Tinsley’s expertise was helping people heal; it was not analyzing data. In particular, she was overwhelmed by the patient comments included in the surveys; she had no idea how to analyze them and could not decide which issues to address first. Your job is to provide an analysis of the given data (see supplementary material that comes with the purchase of the case) and make recommendations. Here are a couple of guideline questions that you should consider in your analysis. Be sure to address these issues in your report. 1. Create a Pareto chart that shows negative comments for the ten categories. Interpret your chart. 2. Create a Pareto chart that shows positive comments for the ten categories. Interpret your chart. 3. Create an affinity diagram from the negative patient comments in the Room category. Use the Excel worksheet "Room - Negative" in the spreadsheet supplement as a tool to develop your affinity diagram and submit the completed worksheet with the team report. 4. Create a Pareto diagram from the results of the affinity diagram you created for Question 3. Interpret your results. 5. Based on your analysis of the negative patient comments in the Room category in Question 4, what items (if any) need immediate attention? 6. What next steps would you recommend for the near term (four to eight weeks)? The team report should not be more than 10 pages. The title, reference, and appendix pages do NOT count towards this page length requirement. Organize your paper in sections and subsections using appropriate headings. I expect to see, at least, three main sections in the body of your report: 1) Introduction, 2) Analysis, and 3) Conclusions and Recommendations. Recommendations should be realistic, reasonable, and achievable, and most importantly supported by your analysis. Clearly explain in your report how your analysis supports your recommendation(s). Submit your team report in the "M1 Case Study Team Report" dropbox. One submission for each team is enough.