Access the Scenario “Customer Satisfaction”

The Chief Executive Officer of Bright Road Health Care System wants to improve patient care survey results in the urgent care facilities within the Health Care System. The perceived quality of service is the lowest rated area on the survey. As a Change and Process Management consultant, you will work with the Director of Quality Improvement of the Health Care System to analyze the current structure, process, and outcomes of the urgent care facilities. Based on the information gathered, you will provide current quality improvement data and make a recommendation for improvements.
You will work through the scenario, submit your recommendation and then upload it to this assignment as a word document. Remember, you can use the notes you’ve taken throughout your interviews. Be sure to back up your recommendation with the analysis of the information gained from the staff.

Scenario Overview:

Your work for this assessment is based on a interactive scenario. The Chief Executive Officer of the Health Care System wants to improve patient care survey results in the urgent care facilities within the Health Care System. The perceived quality of service is the lowest rated area on the survey. As a Change and Process Management consultant, you will work with the Director of Quality Improvement of the Health Care System to analyze the current structure, process, and outcomes of the urgent care facilities. You will provide current quality improvement data, and make a recommendation for improvements. As part of your role, you will design a recommendation for improvement. Your recommendation must be submitted as a paper with APA format. See the key concepts to include below and this APA sample template for this paper: aHSA1117Module1APATemplate.docx aHSA1117Module1APATemplate.docx – Alternative Formats

Directions:

Access the Scenario “Customer Satisfaction”. Progress through scenes 1-6 and respond to all prompts. Based on the information you gathered from the meetings in the scenario and your outside research using academic and credible sources, provide the current quality improvement data and make recommendations for improvement. You can use the notes you have taken throughout your interviews. It is important to back up your recommendation with the analysis of the information gained from the staff. Your recommendation will be submitted in an APA paper format. Your sources should back credible and academic ones and up or support your points. Your recommendation should be written at a high level.
Review the rubric so you know the expectations for this project. Your recommendation should be comprehensive and include the specific areas found in the rubric.

Address the following key concepts as you write your recommendation:

Write an overview of the scenario and include your problem statement. (See the Glossary for information about a problem statement)
Describe your role as a consultant in this scenario. Include information from interviews conducted with all personnel in the scenario.
Provide a clear definition of TQM and its benefits when adapted to healthcare. For example, what are the requirements for TQM? What role does management play? How does TQM address internal customers and who are they in healthcare?
What recommendations do you have for the three key areas that need improvement based on the Customer Service scenario\’s patient survey? Describe the 4 key areas found in the Customer Service scenario. How does one of the 4 c\’s \”correctness\” address medical errors? Define the Donabedian model and its relevance to the urgent care facility. What are care outcomes and what types of standards must be met to ensure quality care? What role does TQM play in patient safety?
What recommendations do you have for the three key areas that need improvement based on the Customer Service scenario\’s patient survey? What are your recommendations to reduce the patient waiting time? How is data collected in TQM?
Describe the connections between policy and social forces and access to healthcare. Include an assessment of the given scenario and the Iron Triangle. How does the rising cost of healthcare affect patient satisfaction? What recommendations can be made to address these costs? Describe at least one regulatory body or policy that affects access to healthcare.
What are your recommendations to reduce the patient wait time? What are care outcomes and what types of standards must be met to ensure quality care?
What role does TQM play in patient safety?
Describe the 4 key areas found in the Customer Service scenario. How does one of the 4 C\’s \”correctness\” address medical errors? Define the Donabedian model and its relevance to the urgent care facility. What are care outcomes and what types of standards must be met to ensure quality care? What role does TQM play in patient safety?
Explain critical practice guidelines and how they can influence the quality of care and improve physician efficiency. Where can physicians easily find evidence-based practice guidelines?
Describe the difference between a patient-focused philosophy of treatment and a technology-focused one? Provide examples from Beth-Isreal in Boston and Cedars-Sinai in LA.
How does the rising cost of healthcare affect patient satisfaction? What recommendations can be made to address these costs?
What issues with communication is the urgent care facility facing? Recommendation for improvement?
You are submitting an analysis and this includes a problem statement, factual summary, options for resolution, and recommended specific actions for the facility. Your analysis and recommendation must be written using APA format for a paper.