ESSAY: Care Clinic Improvement Project

Care Clinic Scenario: The Executive Team of Care Clinic prides itself in the care that is provided to the community of Summerville, Florida. The Clinic is known for holistic approach to the individuals served at the clinic as well as presenting various community outreach programs. Annually, the Executive Team of Care Clinic reviews the client satisfaction benchmark results related to client service and quality indicators. The scores have substantially decreased in the past 12 months in the categories of client satisfaction and quality care.

To assist in understanding the quality issues related to client care occurring within the Care Clinic, you are provided with two videos of client situations that have been recorded using Second Life.

First video customer service scores and staff

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Second video customer service scores and staff

You are also required to enter Second Life to observe actions and conversations occurring within the Care Clinic. When viewing the videos and participating within the Care Clinic located in Second Life, consider yourself to be the manager and identify quality care issues consistent with decreasing client satisfaction scores. From your leadership perspective, determine how the declining benchmarks can be addressed and improved. Discuss the actions/changes that need to be implemented in order to improve the satisfaction scores and attained Care Clinic quality outcomes.

**See attachment video, my views and transcripts from this Second Life Care Clinic observation**

The Care Clinic Improvement Project will need to be completed by the end of Week 6 of this course and requires that each of the following areas to be addressed.
1. Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected. Select the ONE client satisfaction benchmark from the following list:
a. Decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic.
b. Decrease in client satisfaction scores related to staff explaining discharge instructions in a manner that is understandable to the client/client.
c. Decrease in the quality nursing care related to interventions provided to clients at the Clinic.
2. Describe the leadership dynamics related to how the improvement/change project will be managed.
3. Identify the change model that will be used in addressing the selected benchmark.
4. Describe the course of action/change.
5. Provide a conclusion to the assignment.


Description of the Assignment
The focus of the assignment is to address decreasing benchmark scores regarding customer service or quality care with the use of leadership strategies and a change model.

The following objectives will need to be addressed:
1. Introduction: identify the benchmark that will be addressed for this assignment; explain why this benchmark has been selected and why the low score occurred. Select one benchmark from the following list:
a. Decrease in customer service score related to courtesy and friendliness of staff at Care Agency,
b. Decrease in customer service score related to staff explain my discharge instructions in a way that I understand,
c. Decrease in quality care score linked to the interventions provided at the Clinic.
d. This section identifies the upcoming sections of the paper.
2. Leadership Dynamics: Describe the leadership dynamics related to how the project will be managed, specifically incorporating the following strategies:
a. The six values of the system leadership perspective; each value must be described
b. Strategic leadership foresight, visioning, partnering, and motivating
c. Relationship based care
d. Include scholarly literature to validate your assertions
3. Change Model: Identify the change model that will be used in addressing the problem area.
a. Describe the elements of the change model.
b. Describe how the change model is applicable for the customer service or quality indicator you have selected to improve for the Clinic’s stability.
c. Describe the role of the leader in facilitating the change process
d. Explain two specific leadership skills which will be utilized to lead the change effort.
e. Include scholarly literature to validate your assertions
4. Course of Action: Describe the course of action/change.
a. Identify stakeholders who will be involved in creating change.
b. Design the steps of the new process that will address the gaps and improve the problem area.
c. Discuss how the selected change model is reflected in the course of action

5. Conclusion
a. Highlight the main points of this project:
i. Selected benchmark
ii. Leadership strategies used to create change
iii. Change model used
iv. Action Plan
v. Self-reflection of learning, including new insights gained through completing this assignment

Criteria for Format and Special Instructions
1. The paper (excluding the title page and references page) should be 3 – 5 pages. Points will
be lost for not meeting these length requirements (too long or too short).
2. Font and sizes acceptable: 12 point Times New Roman or 11 point Arial.
3. The textbooks required and lesson content for this course may not be used as a reference
for this assignment.
4. The use of a dictionary is not allowed for this assignment.
5. A minimum of 5 (five) scholarly references must be used. Scholarly references need to be current within five years (anonymous authors or web pages are not acceptable).
6. Title page, body of paper, and reference page must follow APA guidelines as found in the 6th
edition of the manual. This includes the use of headings for each section of the paper.
7. Ideas and information that come from readings must be cited and referenced correctly.
8. Rules of grammar, spelling, word usage, and punctuation are followed and consistent with
formal written work as found in the 6th edition of the APA manual.
9. Past tense verbs are used when presenting information from published resources.


Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected

The satisfaction benchmark that I choose to address is decrease in client satisfaction related to courtesy and friendliness of staff at the care clinic. To me what matters most to patients who need nursing care is how they are treated by staff when seeking help. Right from how they are received at the reception, to the medical team and also to the pharmaceutical dispensing department. It has been noted that staff courtesy plays a big role in ensuring that more patients seek Medicare from a particular care provider. The golden rule in providing care clinic services is to treat patients in a way that will make them come back or refer others when faced with a similar clinical issue (Fitzgerald, Ferlie, McGivern, & Buchanan, 2013). Courtesy entails acknowledging the patient and even the accompanying member, introducing oneself by name to the patient and family member, explain the procedure to be undertaken or care to be given and thanking the patient and family as well for having trust in the care provider. This benchmark has been selected since it is the most assumed nursing practice yet it accounts for most declining rates of many care providers. Courtesy towards patients will also promote better living among staff and the management team as well. Client satisfaction based on courtesy benchmark should be the key to understanding how the clients feel towards the provider and provides an indication of the kind of employees the service provider has. It is through this specific benchmarks that private clinic care providers understand who is to be promoted in which department. It would be disastrous for a clinic care provider to entrust a person who will paint a bad picture of the provider through complains on bad customer…

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