MalikFProject#7

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Southern New Hampshire University *

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830

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Business

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Feb 20, 2024

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BUSI830 Project7 1 School of Business, Liberty University Faizan Malik DMAIC Case Study (FINAL) Assignment By submitting this assignment, I attest this submission represents my own work, and not that of another student, scholar, or internet source. I understand I am responsible for knowing and correctly utilizing referencing and bibliographical guidelines. I have not submitted this work for any other class. Abstract

BUSI830 Project7 2 The abstract will serve as an informative summary of the entire case study, with an overview of the key elements and findings. Introduction

BUSI830 Project7 3 The COVID-19 pandemic brought telehealth to the forefront of healthcare delivery and provided numerous benefits to both medical providers and patients, especially those in more rural areas. Despite the benefits of telehealth, challenges persist in making telehealth services efficient and effective in these regions. This case study outlines a DMAIC (Define, Measure, Analyze, Improve, Control) approach to address these challenges and enhance telehealth medicine in Loving County, Texas, one of the smallest countries in the United States with a population density of only 12.26 people per 100 square miles. Case Study ‘Plan’ The case study will focus on the OHSI Medical clinic in Mentone, Texas, the only healthcare facility in Loving County, that recently introduced telehealth offerings due to the Covid-19 pandemic. However, despite offering their patients a more convenient way to receive healthcare, OHSI is not seeing the utilization of their telehealth services as anticipated. The case study will utilize the DMAIC methodology to improve the utilization and effectiveness of OHSI Medical Clinic's telehealth services and address the challenges they are currently facing. Through the DMAIC methodology, the case study will aim to identify specific issues, analyze the root causes, propose and implement solutions, and establish control measures to ensure sustained improvement to improve patient access, satisfaction, and the overall quality of healthcare delivery by the medical providers at OHSI Medical Clinic. Define Phase The Define phase will involve understanding the case study’s purpose and scope, assessing its suitability for the DMAIC methodology, to understanding the issues with OHSI Medical Clinic’s current telehealth offering. The define phase will begin with identifying and defining the specific

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BUSI830 Project7 4 issues faced by OHSI Medical Clinic’s medical providers and patients in terms of the underutilization of their telehealth services to understand the impact on the clinic's operations and patient care. This will include conducting value stream mapping (VSM) to visualize the current telehealth process and workflow, seeking to identify inefficiencies and potential areas for improvement. Measure Phase In the Measure phase, researchers will illustrate a data collection plan that outlines the plan for collecting patient data from March 2020 during the peak of the pandemic up to the most recent data available. The goal will be to obtain a baseline for the processes identified in the Define phase, assessing areas such as types of telehealth services offered, patient adoption rate, and patient outcomes. The researchers will then move to collect data from OHSI Medical Clinic’s medical providers and patients through avenues such as surveys and interviews to gain insights into their views on the convenience, effectiveness, and challenges associated with telehealth. Analyze Phase Researchers will seek to identify the root cause of the underutilization of telehealth services by OHSI Medical Clinical’s patients in the Analyze phase. The focus will be on identifying key patterns, trends, and correlations that shed light on the potential root causes through examination of the collected data. Utilizing aids such as scatter plots, the research team will work to uncover the critical factors contributing to the observed underutilization, allowing them to proceed to the Improve phase with targeted strategies to address the causes effectively. Improve Phase

BUSI830 Project7 5 The Improve phase is where researchers hope to solve the issues leading to the underutilization of telehealth services by OHSI Medical Clinical’s patients through avenues such as process changes, new means of training or communication, or new technology. This phase will involve developing action plans, conducting pilot tests, and refining solutions based on data- driven feedback, with the ultimate goal of increasing telehealth utilization. Control Phase In the final phase, the Control phase, researchers will offer a sustainable framework for maintaining the improvements made throughout the case study to ensure OHSI Medical Clinic's telehealth services remain effective over the long term. This involves implementing key control measures and strategies, such as developing Standard Operating Procedures (SOPs) and Key Performance Indicators (KPIs) to ensure proper telehealth utilization. Conclusion The conclusion will summarize the identified problem, research objectives, and findings, and highlight how the challenges were addressed with opportunities for improvement. The conclusion will also offer potential areas for future research while integrating biblical worldviews. References

BUSI830 Project7 6 The study's references will be listed here.

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