Analyzing Low Patient Satisfaction at Herzog Memorial Hospital

Analyzing Low Patient Satisfaction at Herzog Memorial Hospital

Max Kachur

Looking at the Pareto charts for Herzog, there are a couple of conclusions that can be made. It seems that a major issue I the physical layout of the hospital or the state of the rooms. What was interesting was that after the rooms, the next worst category was visitors/family at 60%. I think that this correlates to the fact that on the negative room comments chart, noise and roommates were the two highest ranked categories at 95% and 60% respectively. These ratings on the charts point to the conclusion that patients are not enjoying their stay because of the size and amount of people in each room. This includes having too many visitors in each room. The actual service of the hospital seems ok considering the nurses receive a 95% rating on the positive charts. But after that the positive ratings drop off with meals at 60%, overall assessment at 55% and physicians at 50%.

I think that Tinsley has some solid steps that can made over the next four to eight weeks in order for her to make positive improvements on the patients experience. First, there should be designated quiet hours in each of the rooms set for an amount of time that allows the patient to rest properly. Since noise, roommates and visitors were are all major issues according to the patients, creating some sort of visitation system might be another viable alternative. If the patient has set visiting hours, then their roommates are less likely to be bothered for more time throughout the day. These are the best options for short term improvement, but there should also be long term planning made so that the hospital can have more single rooms for patients requiring a more extensive rest period. Since water was another major aesthetic issue for patients, offering free bottled water to drink from while they dig the deeper well might be a better alternative. Water is essential for any recovering patient and drinking water that is...