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2. Pareto Chart Create a pareto chart of the patient complaints using the Assignment 1_Pareto Chart excel document attached in blackboard. Paste an image of your pareto chart from excel below.

3. Kano Model List at least six key quality features of a routine medical visit in the first column below and categorize each feature as an expected basic feature, a performance requirement feature, or a delighter feature in the second column. In the highlighted rows, list potential delighter features that are not currently offered, but could be. Add rows if needed.

Feature	Need

4. Critical to Quality Tree Create a CTQ tree for a patient need associated with a routine medical visit. Use text boxes and arrows under the appropriate heading below.

Customer Need Quality Driver CTQ Performance Requirements

Appendix A-Patient Complaints 1. A friend and I received the same medical services, but paid very different prices. WHY? 2. Appointment reserved for 8:00 am, saw the doctor at 9:30. 3. Can't get away from work during available appointment times 4. Can't pay this absurd bill 5. Careless technician 6. Didn't know how much the bill would be 7. Didn't know I had to bring identification to have a baby. 8. Do you intentionally conceal prices for services? 9. Doctor wouldn't schedule me. 10. Everyone left after my surgery and I was still recovering in a waiting room. They started turning the lights out! 11. Had no idea what the cost would be for the services I would receive 12. Had to wait too long to get an appointment. 13. I drove an hour, waited an hour, saw the doctor for 8 minutes, then drove an hour back home. 14. I have had three appointments with three different doctors, all of which lasted less than 15 minutes each, and my condition has only gotten worse. 15. Wait too long 16. I was bleeding from my head, but no one came to check on me. 17. I was the first appointment of the day and the nurse practitioner was 30 minutes late. 18. I'm paying too much for 10 minutes with a doctor 19. I've already paid my bill. Why am I getting another? 20. If one member of my family has hit their deductible, why is insurance not paying a portion of the bill? 21. If the doctor cared about me, she would spend more time listening to my symptoms. 22. Waited hours for help 23. Ignorant physician 24. Mean nurse 25. My child is scared of shots and the nurse was impatient with her. 26. Needed a doctor now, not six months from now. 27. No appointment availability 28. No one told me my appointment was over and they forgot I was there until someone needed the room for another patient 29. The anesthetist gave my son the wrong medication and he almost died. 30. Other people arrived and left before I was ever seen 31. Rude receptionist 32. Schedule conflict 33. Stop stealing money from broke patients to line your pockets and build needless facilities. Offer services at a cost-basis to be ethical. 34. The doctor told me not to vomit or it might damage the stitches. How am I supposed to control that, and yes, I got sick. 35. Uncomfortable with so many people in room during my exam 36. Waited over an hour 37. Why can't you tell me what the cost of the procedure will be? I need to save up for this. 38. Why do I pay a monthly premium for insurance, then when I need medical attention, my insurance does not help until I also pay this ridiculous deductible? What other product do we buy and get zero benefit from, until we buy enough of it? 39. Why does a non-profit organization charge exorbitant prices? Appendix A-Patient Complaints 1. A friend and I received the same medical services, but paid very different prices. WHY? 2. Appointment reserved for 8:00 am, saw the doctor at 9:30. 3. Can't get away from work during available appointment times 4. Can't pay this absurd bill 5. Careless technician 6. Didn't know how much the bill would be 7. Didn't know I had to bring identification to have a baby. 8. Do you intentionally conceal prices for services? 9. Doctor wouldn't schedule me. 10. Everyone left after my surgery and I was still recovering in a waiting room. They started turning the lights out! 11. Had no idea what the cost would be for the services I would receive 12. Had to wait too long to get an appointment. 13. I drove an hour, waited an hour, saw the doctor for 8 minutes, then drove an hour back home. 14. I have had three appointments with three different doctors, all of which lasted less than 15 minutes each, and my condition has only gotten worse. 15. Wait too long 16. I was bleeding from my head, but no one came to check on me. 17. I was the first appointment of the day and the nurse practitioner was 30 minutes late. 18. I'm paying too much for 10 minutes with a doctor 19. I've already paid my bill. Why am I getting another? 20. If one member of my family has hit their deductible, why is insurance not paying a portion of the bill? 21. If the doctor cared about me, she would spend more time listening to my symptoms. 22. Waited hours for help 23. Ignorant physician 24. Mean nurse 25. My child is scared of shots and the nurse was impatient with her. 26. Needed a doctor now, not six months from now. 27. No appointment availability 28. No one told me my appointment was over and they forgot I was there until someone needed the room for another patient 29. The anesthetist gave my son the wrong medication and he almost died. 30. Other people arrived and left before I was ever seen 31. Rude receptionist 32. Schedule conflict 33. Stop stealing money from broke patients to line your pockets and build needless facilities. Offer services at a cost-basis to be ethical. 34. The doctor told me not to vomit or it might damage the stitches. How am I supposed to control that, and yes, I got sick. 35. Uncomfortable with so many people in room during my exam 36. Waited over an hour 37. Why can't you tell me what the cost of the procedure will be? I need to save up for this. 38. Why do I pay a monthly premium for insurance, then when I need medical attention, my insurance does not help until I also pay this ridiculous deductible? What other product do we buy and get zero benefit from, until we buy enough of it? 39. Why does a non-profit organization charge exorbitant prices

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