Care-All Hospital: The Process Modelling

Care-All Hospital has an enviable reputation for providing excellent services to patients. However, there are complaints from patients sometimes, about many issues such as cleanliness, delays at reception or waiting for an appointment, staff attitude etc. Till recently the complaints section had dealt with this work. In an attempt to address the issues the hospital have appointed Joy Evans as Patient Relationship Manager. Joy has experience of working in a customer relationship role in the retail trade. Patient Relations work now includes responding to complaints and the staff of complaints section has now joined the new Patient Relationship Division. Although there are many complaints (averaging about ten a day), most of these are dealt with quickly requiring little if any further action. Sometimes, all that is required is a telephone call by Joy or her staff to resolve matters. It is a more involved task sometimes, with a complaint resulting in a longer course of action, which may include a visit by staff to see the complainant. A complaint may result in interviewing people other than the complainant including hospital staff. A complaint may also result in feedback to staff, counselling and/or remedial training. Sometimes a complaint can result in a staff warning or disciplinary action. Occasionally, complaints can be malicious and an investigation may result in a member of staff being re-assured that there is nothing for them to worry about which is outside the scope of this system. Joy Evans says that she requires a complaint tracking system. The complaint and related documents are held on manual files. Joy finds it difficult to justify an expensive complaint management system. A complaint tracking system would only record a brief description of the complaint. However, it should record a summary of action taken, which include data on: A. Complaint receipt (manual record is opened/cross-referenced to the computer record) B. Initial action whether by telephone, visit, letter or E-mail. C. Reasons for any delay which could be a variety of factors (e.g. complainant or a member of staff being away, awaiting other sub-tasks etc.) D. Secondary action taken (e.g. letter either signed by Joy Evans or the Chief Executive Officer) E. Any further action taken F. Resolving of the complaint/Closing the record. A daily report is printed for Joy to help her keep track of progress and record review notes on a daily basis. The Chief Executive Officer and the Board of Directors require a monthly report.

The Work: Part 1

(a) Draw a Context DFD briefly stating any assumptions for and items that you might wish to clarify with Joy Evans or her deputy. (Your diagrams should represent a logical view of the system required by Joy.) 11 Marks (b) Expand your Context DFD into level one ensuring consistency with your Context Diagram. Provide a brief explanation of your diagram. 11 Marks (c) Could you have taken a prototyping approach to developing a system for Joy Evans? Your answer should include reasons for your decision and the steps that you would go through in developing a system.

Staff Management System: The Data Modelling

Personal Data relates to data about an individual. A Data Subject is an individual about whom personal data are held. An organisation may maintain a record or a register of sources of personal data (computer or manual systems). This record or register is essential for two main objectives: To compile statutory returns where there is such a requirement. To inform Data Subjects who may want to know what information is held about them. Data Subjects can be classified into types which include S100 Staff, S101- Customers/Clients, S102 Suppliers, S107 Patients etc. Consider an organisation that consists of a number Departments. Although an organisation may have a Data Protection Officer who takes overall responsibility, at department level there would be Liaison Officers. Also, take each Department to consist of Divisions. For example, a Personnel Department may include a Recruitment Division and a Payroll Division the people responsible for these providing any information required to the Liaison Officers. Each Division may have responsibility for many systems, which contains Personal Data (e.g. Personnel). The Personal Data could be name, address, and education and career details of Data Subjects and can include sensitive data (e.g. convictions) or groups of these, which can be referred to as Personal Data Items . Each Personal Data Item should be classified as one of a Data Class (e.g. C200 refers to Personal Details, C202 - Family, lifestyle and Social Circumstances, C202 Education and training etc.)

An organisation should have a reason or purpose for holding Personal Data. Standard Purpose Codes include P001 Staff Administration, P002 Advertising, marketing and public relations. Data may be held for more than one purpose. A record must also be kept about disclosures of Personal Data. There are standard Recipient codes such as R400 Data Subjects themselves, R401 - Relatives, R402 Employers. Such disclosures may be to more than one recipient.

The Work : Part 2

(a) For the data described above, draw a Logical Data Structure (LDS) removing any many-to-many relationships. 15 Marks (b) List possible attributes for all related linked entities resulting from the removal of one many-to-many relationship. Name or clearly indicate both primary and foreign key attributes. 10 Marks

J&J Builders: Entity Evolution with Time

J&J Builders offer a building maintenance service and customers usually telephone a receptionist at J&J as the first point of contact. J&J hold details of previous customers, whose details can be located by a combination of postcode and property number as an identification code. For new customers the name and address details are taken when contacting the receptionist for the first time. Once a customer s details are known, the next step is to note down the repair details, opening a Maintenance Works Order. A repair job can consist of items as follows: A. Emergency work charged at an enhanced hourly rate plus materials B. Work where the rates are known in advance and quoted to the customer (These are items of work which are contained in a Schedule of Rates - listing various repair jobs and the relevant charges.) C. Work that needs a visit by a tradesman to estimate the costs involved. D. None of above where J&J may not undertake the repair (sometimes suggesting to the customer other companies that might be able to undertake the work). A Personal Customer would usually pay a tradesman on the completion of a job. A Company or rental agency would receive an invoice. If an invoice is not settled within ten days J&J will not accept any further maintenance work at a property owned by a personal customer. For companies and rental agencies there are credit arrangements with an agreed maximum level of credit. Once this credit level maximum is exceeded the company would mark all relevant properties so that no further repair work is undertaken. If an account is not settled after 3 months the matter is referred for legal action.A Maintenance Works Order is closed when the account is settled, referred for legal action or the debt is written off.

The Work : Part 3

(a) Draw an Entity Life History for the entity Maintenance Works. 15 Marks (b) Identify all the actions with a list of the attributes affected by each action. 8 Marks (c) Discuss the relationship between the three modelling techniques (DFD, ELH and LDS) using examples. Your answer should include appropriate diagrams. 10 Marks

The Work

(a) Construct a Context Diagram to give an outline of the Fitness Centre System in the Case Study. Briefly state any assumptions that you make to clarify your diagram. 10 Marks (b) Expand your Context Diagram into a Level 1 Diagram ensuring consistency between these diagrams. Provide an explanation of your diagram by writing a brief description of each one of the processes. 10 Marks (c) Draw a Level 2 Data Flow Diagram for a suitable process from the previous section. State clearly why this level of detail may be essential for developing a new system. 5 marks (d) Draw an ERD clearly showing attributes, primary keys foreign keys etc for the case study.