Analysis of Complaints and Survey Results from Three Medical Centres

This project analyzes complaints and survey results from three medical centres to identify the best medical care centre. The analysis includes a comparison of complaints received and survey responses to determine the performance of each centre.

Data Skills Portfolio
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Table of Contents
Introduction......................................................................................................................................3
Main Body.......................................................................................................................................3
Analysis of complaints received from three medical centres......................................................3
Resident Survey Result...............................................................................................................4
Comparison between complaints received and survey responses:..............................................6
Conclusion.......................................................................................................................................6
References........................................................................................................................................8
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Introduction
To arrive at a decision, it is important to analyse qualitative data of an organisation along
with quantitative data (Gan and Lin, 2015). This project is aimed at preparing a portfolio based
on the provided data set about three medical centres which are namely Dream Lodge, Silverside
and Bramble Lane. On the basis of the portfolio, best medical care centre has been identified.
Data provided below is divided into two parts – complaints received and survey results from
patients. This data is extracted in different types of tables to make portfolio easier to understand
for the readers.
Main Body
Analysis of complaints received from three medical centres
Three medical centres that will be analysed are Dream Lodge, Silverside and Bramble
Lane. Objectives of this section is to analyse complaints received from above-mentioned medical
centres to rank them according to the number of complaints they are receiving i.e. in order from
highest complaints received to lowest complaints received. Below mentioned is the summarised
table representing the results of the complaints received in each medical centre:
Medical Centres
Complaints and problems of survey Dream
Lodge
Silverside Bramble
Lane
Highest number
of complaints
Meals provided late 75 17 Records not
kept
Dream Lodge
Poor Quality meals 140 42 150 Bramble Lane
Bedroom cleaning at inconvenient time of
day
40 16 145 Bramble Lane
Poor quality of bedroom cleaning 58 17 160 Bramble Lane
Staff unavailable or unhelpful 60 22 120 Bramble Lane
Lack of Family visits 180 130 540 Bramble Lane
Room temperatures too cold 160 55 148 Dream Lodge
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Room temperatures too hot. 90 35 102 Bramble Lane
Common areas not cleaned 78 15 94 Bramble Lane
Dementia Care sessions quality 9 3 Not
Applicable
Dream Lodge
Medicines not available 25 12 98 Bramble Lane
Activities lacking interest. 130 32 Records not
kept
Dream Lodge
Interpretation
It can be seen from the above tabular representation, Bramble Lane medical centre is the
one which has received highest number of complaints followed by Dream Lodge while
Silverside medical centre has not received highest number of complaints in any segment. Going
by the results, it can be said that Silverside is the best option out of the three medical centres
provided. In the individual segment analysis, Bramble Lane has been able to perform better only
in the segment where meals were provided late, room temperatures were too cold, dementia care
sessions quality and activities lacking interest. But even in those case, it can be attributed to the
factor that Bramble Lane has not kept record for meals provided late and activities lacking
interest and dementia care sessions were not applicable in its case. Therefore, Bramble lane
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should either be asked to improve their services or the medical centre should be restricted to
operate (Guesmi and et.al., 2019).
Resident Survey Result
The report of the questions which are prepared from the patients are explained below:
Staff which is competent and resident.
Beds are homelike.
Provide an access to trained nurses and the doctors are good.
Decoration of the institute is must be modern.
Meals are in good quality and full diet balance are met.
The temperature of the rooms are comfortable.
The day to day activities are managed which are suitable for resident's need and demand.
The location of the care home is in well structured area with the shopping availability.
Care provided to dementia patients is good
Facilities provided to patients is clean and safe
Good value for money is provided as per the cost per week charged from residents
Overall experience at the medical centres can be described as good.
This questionnaire has questions which contains answers from guests as well as residents
of these three medical centres. Major concern of this study and result is the complexity in
comparing data of three given centres which have different sample group. To improve it, it has
been turned into common standard i.e. ratio or ranking. Further they are turned into strongly
disagree, disagree, agree and strongly agree which are transformed into percentages for easier
comparison (Hautsch and Voigt, 2019).
Medical Centre Strongly Disagree Disagree Agree Strongly Agree
Dream lodge 7% 21% 44% 27%
Silver side 21% 41% 29% 8%
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Bramble Lane 9% 24% 55% 12%
Interpretation
From the above, it can be noticed that Dream Lodge has highest response in the category
of strongly agree while Silverside has highest responses in the category of strongly disagree. It
also leads the other two categories. This means that Silverside has supposedly failed to convince
its customers with services. From the responses above analysed and recorded, it can be said that
Dream Lodge has best performance and is best suited in reviews of customers' survey. This can
be owed to good customer query handling at the centre or either other two have been render
ineffective in handling customer queries.
Comparison between complaints received and survey responses:
Both the complaints received as well as survey responses from customers shows
Silverside as the clear better performer. One of the possible reason could be that lesser numbers
of customers visit that medical centre in comparison to other two and therefore it receives lesser
number of complaints. Another reason could be better management at the Silverside which leads
to effective operations such as better food quality, room service, etc. It is possible that services in
other two medical centres might either be worse or their operations have not been able to match
expectations of the customers (Killen, Geraldi and Kock, 2020).
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Conclusion
From the above study, it can be observed that Silverside performs best and has received
least complaints in comparison to both Bramble Lane as well as Dream Lodge. Bramble Lane is
performing poorest as it received most complaints. Below mentioned is the definitive assessment
of study-dependent data in which higher number represents poor value and lower number
represents better value:
Rankings
Medical Centre Complaints received Survey responses Total
Dream lodge 2 1 3
Silverside 1 3 4
Bramble Lane 3 2 5
Interpretation:
As observed above, Silverside has least number of complaints and is suggested as better
medical centre in comparison to other two and the reason behind it can be owed to its better
management or effective handling of complaints. They also got best ratings in customer survey.
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References
Books and Journal
Gan, G. and Lin, X.S., 2015. Valuation of large variable annuity portfolios under nested
simulation: A functional data approach. Insurance: Mathematics and Economics. 62.
pp.138-150.
Guesmi, K. and et.al., 2019. Portfolio diversification with virtual currency: Evidence from
bitcoin. International Review of Financial Analysis. 63. pp.431-437.
Hautsch, N. and Voigt, S., 2019. Large-scale portfolio allocation under transaction costs and
model uncertainty. Journal of Econometrics. 212(1). pp.221-240.
Killen, C.P., Geraldi, J. and Kock, A., 2020. The role of decision makers’ use of visualizations in
project portfolio decision making. International Journal of Project Management. 38(5).
pp.267-277.
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