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MAT510 Case Study 1 (2016-05-05).docx

MAT510 Case Study 1 (2016-05-05).docx - Running head...

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Running head: STATISTICAL THINKING 1 Statistical Thinking in Health Care Strayer University Business 510 Professor: Hossein Firouzi May 5, 2016
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STATISTICAL THINKING 2 Statistical Thinking in Health Care Poisons and medicine are often the same substance given with different intents .” said Peter Mere Latham, the 19th-century English physician and educator. Pharmacy is one of the fastest growing businesses. It is important that we have the high quality service and products for the customer. In this case it is literally a matter of life and death in case something goes wrong with one of the steps taken by the pharmacist or other employees. It is important to have the best processes in place to ensure the best results. What do processes do? Processes are in place to define how a service or product is created, and to help employees understand their roles and responsibilities better to serve the customers. As a result of such understanding, it reduces the unnecessary costs and rework (Britz, Emerling, Hare, Hoerl, Shade, 1997). HMO pharmacy exists for the same reason others do; to provide high quality medicine for reasonable price while everything is legal and approved by FDA. FDA approves the medication that HMO pharmacy is authorized to carry and provides, but they have no control over individual business process for each pharmacy. As shown in the figure 1.0 below, (1) biggest factor in complaints against HMO pharmacy could be doctor’s hand written prescription; that could easily create misinterpretation of the medication name or dose, (2) another major problem HMO pharmacy is experiencing is the upper management’s involvement in daily operations. In the case study, Juan is the upper management, but has very little experience in how to resolve rising problems. He allows his assistant, Ben to fill up the prescription and do other high level work which Ben is not qualified to do. As a result, Juan had too many complaints against him as a pharmacist and is about to get fired from his position, and (3) mandatory training should be in place for Juan and other
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STATISTICAL THINKING 3 employees like him to make certain that they are well trained and qualified to take responsibility and deliver the results.
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