Health Care Plan Summary

In the paper, the authors detail an unnamed healthcare plan’s efforts to improve the customer satisfaction survey results of their call center. Similar to all quality improvement projects the performance improvement (PI) team collected data, established measures, set goals, and wrote the action plan. Upon implementation, the action plan enjoyed initial success. Unfortunately, things began to collapse shortly thereafter and the situation became worse. Consequently, a new leadership team was hired to navigate through the wreckage. Ultimately, their success allowed the health plan to keep its accreditation and improve its weakest area of customer service. As a result, the authors wanted to inform readers about certain aspects of process improvement. Therefore, part of their stated goals is to demonstrate the …show more content…
To design a better system the PI team collected information from its members and call center employees. Consequently, the new plan targeted four areas of concern. Answering customer calls faster, how long it took to give the customer an answer, to reduce the number of customers who hung up while waiting on hold, and lower the employee turnover rate. Conversely, for the first three months the plan was successful, however, the gains were unsustainable, problems escalated and it turned into a catastrophic event. Unfortunately, as a result, several key leadership members resigned their positions with the company. Additionally, the authors leave out a sizable amount of information why it happened. In the same clinical manner that pathologists perform autopsies on the deceased, the authors should have dissected this incident and provided some much-needed analysis. It is within this type of opportunity that teachable moments shine. Otherwise, a vast amount of personal experience is