Case Study Analysis: Cleveland Hospital

Introduction

In this project, we were asked to find an issue and to try to find a solution using design thinking and empathy skills that we learned in the class.Therefore, created a group to implement this project with group members are Ahmed Alkhmeri, Khalid Askar, Saleh Almahri and Abdullah Alali.

We selected Cleveland Hospital for this project, the Stakeholders in this hospital are: - 1) Patient 2) Officer 3) Nurse 4) Doctor

We had to go and contact these stakeholders who have an interest in this issue while we take their own opinions of the reasons and the solutions from them, at the same time we created a Point Of View which is the position of the narrator in relation to the story, as indicated by the narrator's outlook from which

• What do you think about hospital services?

• Does this problem always happen?

• In your opinion what causes delays in Appointment time?

• How can this problem be resolved?

According to the patient's opinion, the hospital has better schedule and services but always everyone has to wait longtime. And he says that waiting time for the appointment in this hospital is long than other places. The delays happen because of many reasons. He thinks maybe problem due to lack of sufficient doctors in the hospital and less number of administrative officer in counters and some employees not working well. Logbook 2)

Khalid Askar – H00292515

Directly after the group discussion, we decided to take the first interview with appointment officer, once I enter the reception office they tell us that if we need to make an interview you should contact him by telephone number. During the call, I gave him some questions as follows:

Interview with Officer

My Questions: -

• How you are arranging appointments

• What causes delays in appointments?

• How much time you allowed for appointment?

• Does this delay occur continuously?

• In your point of view how to reduce this

• Have doctors any role in arranging the appointments of patients?

• What do you think is the main reason for this problem?

• What should be followed to solve this problem?

Doctor said, the main problem for delaying schedule is some patients need deep examination depending his disease. For that it will take more time to finish that patient. This will make delay to next customer. If there is emergency case like accident, doctor need to go there, it will also make some delay. And also doctor always has much work to do such as writing information in the computer also he says paper work makes slow because he has to record all things and another cause is less number of doctors in the hospital. Conclusion: -

Appointment scheduling systems are used by most of organization to manage access to service providers. The problem of delay on taking appointments in the hospital has many causes and factors, while population growth may also affect it because it may put some pressure on health services, but still there will be right for the customers for being Patient sometimes, and they must also be on time to follow, in order to follow the rules so, we should always keep calm and understand it in a simple way so that we can solve a problem Appointments that have become common in most