Poor Customer Service Ratings In Healthcare Organizations: A Case Study

Quality of care is the fundamental goal of health care, yet it is difficult to define. It is a concept that health care policy and programming strives for, and that many have attempted to elucidate. Given its many components and manifestations, defining and quantifying

Quality Improvement (QI) is an organizational approach leading to the quality of patient care and patient services through use of specific guidelines, principles, and methods to ensure quality of care for every patient and health care facility throughout the world. Quality outcomes focus on the principles of quality management. These measurements investigate the quality of care, patient outcomes and consumer needs, through being part of the participant group. This quality improvement discussion will review the foundational frameworks of QI and explanation of each framework in detail. Included in this QI report will be

Assume that you are a quality officer who is responsible for one (1) of the state’s largest healthcare organizations. You have been told that the quality of patient care has decreased, and you have been assigned a project that is geared toward increasing quality of care for the patients. Your Chief Executive Officer has requested a six to eight page (6-8) summary of your recommended initiatives.

NHS quality improvement programs main purpose is to collect and review data entered in order to recognize the opportunities to improve business operations in healthcare. To bring changes in quality, it is necessary to respond to patient’s ideas and implement them for the better results. The key issues that are to be considered for quality-improvement NHS program, as it moves forward are the needs for the patients, necessity of the funds for quality improvements, needs of the service providers and expectations of the community. Outcomes for people and also change expertise. And to improve business operations in healthcare and also recognize opportunities.

Healthcare is the single largest business around the world and plays a vital role in society today. The desire to enhance quality of care in healthcare delivery has increased tremendously.

The Johns Hopkins Hospital, located in Baltimore, MD, is one of the greatest institutions in modern medicine. Established in 1889 from the donation of philanthropist Johns Hopkins, the hospital and university serve millions of patients annually for emergency, inpatient, and outpatient visits. Patient care is the focus of Johns Hopkins vision. The hospital uses quality care and innovation to enhance patient care. It is the hospital’s goal to have great precision, safety, comfort, coordination, and improved workflow to achieve an outstanding customer experience. An added feature to the customer experience are the design elements that can be found flowing throughout their newest facilities which helps foster healing and stress free environments. From the dramatic art collections that fill the walls and windows of patients rooms, to its 20-year reign as U.S. News and World Report’s “Best Hospital”, Johns Hopkins has made its mark on society. At some point, however, every great dynasty loses its ranks. Unfortunately, Johns Hopkins is no different. With the creation of a federally-mandated patient satisfaction survey for Medicare and Medicaid reimbursement, the stakes for high ratings is of fiscal importance. In an effort to increase its patient satisfaction ratings, the hospital created performance measurements to highlight strengths and areas of improvement with patient outcomes. The implementation of this new initiative, the Patient Toolbox, considers the fundamental reasons

Healthcare is a complex adaptive system which keeps on changing and transformational leaders are in constant work to improve the quality care of the patients. Healthcare professional is to do no more harm; despite all the effort, there are still adverse events caused by system failure. “Conservative estimates are that hospitalized patients experience 380,000 to 450,000 preventable adverse drug events each year” (Joshi, Ransom, Nash, & Ransom, 2014, p.393). Leaders understand the urgency of quality improvement and used a mix quality improvement tool to Plan, Do, Study and Act (PDSA) to achieve it.

There has been much progress to support better quality healthcare in recent years. Focus is around the development of quality measures, thanks to private organizations such as the National Committee for Quality Assurance (NCQA). The NCQA developed what is called the patient-centered medical home model. This is a model of care that emphasizes care coordination and communication to transform primary care into what patients want and need. “The NCQA Patient-Centered Medical Home (PCMH) Recognition is the most widely adopted model for transforming primary care practices into medical homes (NCQA Patient-Centered Medical Home, 2015).” Following the

Healthcare organizations want to leave a positive influence with their patients. Leaving a positive influence on the patients will make them want to return to your health care facility in the future and utilize your services. A healthcare organization needs to build loyalty within their patients. “Reflecting a broader trend in business metrics, healthcare organizations are increasingly building customer loyalty (in their case, patient loyalty measures) into their existing satisfaction surveys (Blizzard, 2002).” A customers’/patients’ loyalty is very essential when it comes down to describing a health care organization’s outcomes for their financial means. Actually, health care organizations that are not observant to loyalty could possibly endanger

In the reading I noted that The Institute of Medicine(IOM), found that patients were not satisfied with the quality of care that they received (Joel, 2013) I feel that the healthcare services for a patient should be that not only of a good quality but it should be cost effective, and make improvements for better outcomes with their overall health We have many organizations out there like NQF, NCQA, and TJC to help us with achieving this goal and maintaining a better quality of health with our patients and their needs.

Quality is something that every health care agency strives to achieve. The Institute of Medicine (IOM) suggests that health care organizations develop a culture of safety such that an organization's care processes and workforce are focused on improving the reliability and safety of care for patients (Groves, Meisenbach, & Scott-Cawiezell, 2011). In order to address an issue related to health care quality, it is important to look at the frameworks that will analyze an organization and identify opportunities to improve performance. The purpose of this paper is to provide a description of an organization and an analysis of the following: mission, vision and values, strategic plan, goals,

Fixing problems that face health care in many health facilities demand a system wide set of solutions. The systems used in these facilities must be assessed and redesigned to identify factors that will aid in the achievement of the set goals. The enormous task of achieving the goals should be undertaken collaboratively by all the key stakeholders, who include, health care professionals, planners and policy makers, administrators, payers, and patients and their families. These partnerships must begin with a common understanding of the problems together with a shared commitment to cooperate and work together to eliminate the problems. With this knowledge, therefore, an action plan for redesigning the health care system can be developed and later implemented. For a successful health care service to be realized, there are various factors which should be employed and which are not found in the traditional business setting. These include unique economic processes, proper regulatory requirements and the perfect quality indicators. This creates a need for every leader within the healthcare industry to create or develop unique skill sets that will harmonize both organizational leadership and the inter-professional team development. It is, therefore, important to understand the comprehensive approach to the management of patient care and also how the concepts of team development and organizational leadership support healthcare leaders in creation of a patient-centric

This ensures that the patient participates in the surveys and that they answer honestly to the questions that were deemed important by the quality improvement team. I believe that an exit survey has results by having staff trained in conducting professional interviews that the patient can be honest and feel comfortable talking to about the care the facility provided to them. I like the exit surveys because there are no HIPAA violations to worry about and as long as the exit surveys are completed in an efficient manner then the information collected will be viable to utilize in making improvements for the facility. These surveys should be used utilized only periodically during the year so the patients don’t feel that they are asked to complete surveys to frequently. This will ensure that the patients are filling out the surveys and the surveys are being utilized at their max efficiency (California,

Safe, effective, patient-centered care delivered in a timely and efficient manner is the goal of quality healthcare. Unfortunately, the delivery of such quality faces serious concerns. The Institute of Medicine (2001) describes the quality gap in healthcare as having three types of problems, “overuse, underuse, and misuse” (p. 23). In recent years, emphasis on improving the quality of care has increased (IOM, 2001). Quality improvement methods, such as plan-do-study-act (PDSA), have successfully enabled health care providers to address the quality gap. The purpose of this paper is to identify a quality healthcare problem, discuss the quality improvement plan, and describe the strategy for implementing effective change using the PDSA method.

A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,