Assignment: Customer satisfaction improvement plan

Assignment: Customer satisfaction improvement plan ORDER NOW FOR CUSTOMIZED AND ORIGINAL ESSAY PAPERS ON Assignment: Customer satisfaction improvement plan I’m trying to learn for my Health & Medical class and I’m stuck. Can you help? Customer Satisfaction Improvement Plan Most people have experienced frustration when talking with customer service at least once. Often, organizations provide satisfaction surveys to customers in order to evaluate their experience. In the health care field, accrediting agencies require providers to measure patient satisfaction through surveys. You will be using the Customer Satisfaction Improvement Plan template document to enter all of your information. Note: If you have responded substantively to each of the content items within the template of the assignment, the template document should be between three and four pages. Assignment: Customer satisfaction improvement plan Choose one of the customer experience scenario options below: Customer contacted a Health Plan Customer Service department but could not understand the representative. Customer scheduled an appointment with a primary care physician for an acute illness and there were no appointments available. Customer had an appointment for lab testing or a diagnostic test (MRI, CT scan, etc.) and the facility environment was disorderly and unclean. Customer visited the Emergency Department (ED), also known as Emergency Room, but the wait time was extensive (over three hours). Customer’s car repairs estimate was $200.00, however, the actual bill was $900.00 when repairs were completed. Customer contacted a cable company to have an installation of internet and cable for their home. Installer arrived and did not know how to do internet installations. Respond to the questions listed in the Customer Satisfaction Improvement Plan template document. Once you have responded to all of the questions in the template, your document should be between three and four pages. Describe the patient satisfaction scenario chosen. Include enough detail on what occurred to ensure the reader has a full understanding of what occurred. Describe a minimum of three data elements you would gather to fully assess the situation and assist you with improving the customer satisfaction scenario you chose. Outline the CQI methods you would utilize to develop your improvement plan. Then, explain your plan for improvement. Provide a statement from a scholarly source that supports your plan. Identify three stakeholders on your team and discuss how the communication method differs for each (e.g., physician, administration/management, and health care staff). Include information on the barriers that may be encountered in communicating effectively within the team and when implementing the plan. Analyze how cost and quality are linked based on your chosen scenario. Include information on the potential impact to the organization if the issue is not resolved. Describe how you will be evaluating the success or failure of the plan. Discuss the process. Provide a minimum of one statement from a scholarly source that supports your evaluation plan. Format the scholarly sources you used to support your statements in responding to the questions above according to APA style as outlined in the Ashford Writing Center . Include at least three scholarly sources from the Ashford University Library within the text of the template. Cite all sources according to APA style as outlined in the Ashford Writing Center . hca375_customer_satisfaction_improvement_plan_template.docx ch_moin_healthcare.pdf ch_moin_healthcare.pdf ch_moin_healthcare.pdf ch_moin_healthcare.pdf Page 1 of 2 HCA 375 – WEEK 2 ASSIGNMENT CUSTOMER SATISFACTION IMPROVEMENT PLAN INSTRUCTIONS: Review Chapters 2 & 3. Refer to the instructions in the Week 2 Assignment of your online course to understand what is expected in each column. This completed template should be between three to four pages in length. Include APA citations within the answer column where appropriate. List your references in APA format on the last row of this template. All citations and references must be in APA style according to the Ashford Writing Center guidelines. QUESTION ANSWER List the name of the customer satisfaction scenario selected including a detailed description. Describe a minimum of three data elements you would gather to fully assess the situation and assist you with improving the customer satisfaction scenario you chose. Outline the CQI methods you would utilize to develop your improvement plan. Then explain your plan for improvement. Provide a statement from a scholarly source that supports your plan. Identify three stakeholders on your team for developing the improvement plan. Discuss how the communication method differs by stakeholder (i.e., physician, administration/management, health care staff). Include information on the barriers that you may encounter in HCA375 10/09/2014 Page 2 of 2 communicating effectively. Analyze how cost and quality are linked based on your chosen scenario. Include information on the potential impact to the organization if the issue is not resolved. Describe how you will be evaluating the success or failure of the plan after it has been implemented. Include a statement from a scholarly source that supports your evaluation plan. List your References in APA format from the scholarly sources you used to support the information in the rows above. You must include at least three scholarly resources from the Ashford University Library. HCA375 10/09/2014 1 3 What is Special Education? The Healthcare Industry: Structure, History, and Continuous Quality Improvement Associated Press/J. Scott Applewhite iStockphoto/Thinkstock Learning Objectives Pre-Test After reading this you should behandicap able to dointerchangeably. the following: T/F 1. You can use thechapter, terms disability and 2. • The history special in Medical Europe. Center T/F to better understand how continuous Analyze the of case studyeducation at Virginiabegan Mason quality works. that protected students with disabilities was passed in the 1950s. T/F 3. The firstimprovement American legislation 4. • All students disabilities should be educated in special education Evaluate thewith structure of the U.S. healthcare system and how multipleclassrooms. players haveT/F a role in quality improvement. 5. Special education law is constantly reinterpreted. T/F • Relate major healthcare reforms U.S. history to the current state of quality improvement. Answers can be found at the end of theinchapter. • Describe quality management in managed care. Assignment: Customer satisfaction improvement plan • Examine quality improvement in hospitals and the effect on healthcare. • Show how physicians and physician practices implement quality improvement projects. 41 fin81226_03_c03_041-072.indd 41 10/30/14 7:43 PM Section 3.1 A Story of Continuous Quality Improvement Introduction In 2004, Virginia Mason Medical Center in Seattle admitted Mary McClinton for a complex but routine procedure to treat a brain aneurysm, which is an abnormal or weak spot on a blood vessel in the brain that causes an outward ballooning of the arterial wall. This can be lifethreatening, as a ruptured aneurysm with subsequent bleeding into the brain is lethal. Doctors intended to inject a contrast dye through a catheter in her leg as part of the procedure, but instead they injected her with antiseptic, which blocked the blood flow in her leg and caused her organs to fail, one by one. She died 19 days later as a result of this medical mistake because the antiseptic had been placed in an unlabeled container on the same tray as the dye. Virginia Mason has come a long way since 2004 and was named a top hospital of the decade in 2010 by The Leapfrog Group (http://www.leapfroggroup.org), a consortium of businesses that purchase health insurance for their employees and focus on improving the quality of healthcare. However, even before Ms. McClinton’s death, the hospital had begun to improve its safety procedures, developed checklists for surgeries and drug dispensations, established patient safety alerts, and encouraged all hospital employees to advocate for patient safety (AARP, 2013). Virginia Mason became one of the best hospitals in safety and quality standards within a few years of that tragic event. This was accomplished by the coordinated efforts of all hospital employees. 3.1 A Story of Continuous Quality Improvement The story of Virginia Mason Medical Center demonstrates how one healthcare system successfully used continuous quality improvement to improve the care of its patients. In 2001, Virginia Mason began to examine ways it could change its healthcare delivery to improve both quality and safety. During the search for a management method to achieve those goals, medical center leaders became aware of how the Boeing airplane manufacturer had used a system created by a Japanese car manufacturer to improve its processes. Called the Toyota Production System (TPS, sometimes also called lean production or lean theory), Boeing used the system to eliminate waste and improve quality in manufacturing its airplanes. You will find more on lean theory and how Virginia Mason put it into practice in Chapter 7. But what similarities do car and airplane manufacturing have with healthcare? Virginia Mason leaders found that the Toyota Production System principles—the customer comes first, fin81226_03_c03_041-072.indd 42 Shizuo Kambayashi/Associated Press The Virginia Mason Medical Center used the principles of the Toyota Production System to improve the quality and safety of its healthcare delivery. 10/31/14 9:41 AM A Story of Continuous Quality Improvement Section 3.1 dedication to the highest quality, obsession with safety, the aim for high staff satisfaction, and a successful economic enterprise—translated very well to healthcare. While patients are certainly not cars, manufacturing and healthcare are both filled with complex production processes. In healthcare, those processes include admitting a patient, conducting a clinic visit, or performing surgery. Assignment: Customer satisfaction improvement plan As with manufacturing, these processes should embrace the concepts of quality, safety, customer satisfaction, staff satisfaction, and cost effectiveness—each of which Virginia Mason’s quality improvement system tries to optimize on behalf of its patients. Virginia Mason adopted the Toyota system and began to apply the tenets that worked successfully in car manufacturing through a number of quality improvement initiatives, naming its program the Virginia Mason Production System (VMPS). Its goal was to eliminate waste and improve quality and safety through tools and techniques adapted from the manufacturing world. Early on in the quality improvement process, Virginia Mason used VMPS to develop a new Patient Safety Alert (PSA) system, which requires all staff members who encounter a situation likely to harm a patient to make an immediate report and stop any activity that could cause further harm. This is called “stopping the line,” or stopping the activity and correcting the problem, in the same way a worker at the Toyota plant could pull a cord to signal a problem and stop the production line rather than allowing a potential product defect. Senior leaders would respond to the most serious of these PSAs. If the safety of a patient is indeed at risk, an investigation is immediately launched to correct the problem. From the program’s inception in 2002 through 2009, more than 14,500 PSAs were reported and most were processed within 24 hours (Virginia Mason Medical Center, 2014, “VMPS Success Stories”). That contrasts sharply with the years prior to 2002, when reports took 3 to 18 months to resolve. Mary McClinton’s death occurred early in the VMPS implementation. The hospital had recently switched antiseptics (the solution used to clean skin before and after procedures) from a brown iodine-based solution to a colorless liquid (Perry & Ostrom, 2004). She was accidentally injected with an antiseptic, which was one of three clear liquids in bowls on the surgical tray; the other liquids were contrast solution, to make blood vessels visible on x-rays, and saline. This mistake caused Mary to suffer kidney failure, a sudden drop in blood pressure, and a stroke. The hospital publicly explained what had happened and apologized for the error. The case sparked sweeping changes in patient safety protocols at Virginia Mason. The hospital mistake-proofed the process by purchasing swabs with solution already on them to prevent future errors. As part of a legal settlement with Mary’s family, Virginia Mason used her case to teach medical staffers the importance of proper labeling of medications. She became the namesake of the hospital’s patient safety award, which is given annually to the team that develops and implements the most significant measures that enhance patient safety. Mary’s death was a watershed moment, further demonstrating the need to integrate the calling out of errors and defects in the organization’s culture. The problem also went beyond the walls of Virginia Mason and resulted in other hospitals changing their processes. Following Mary’s death, as well as several other high-profile cases, The Joint Commission (TJC) included the requirement that hospitals label all medication containers and solutions in procedure areas in its 2006 National Patient Safety Goals.Assignment: Customer satisfaction improvement plan fin81226_03_c03_041-072.indd 43 10/30/14 7:43 PM The United States Healthcare System Section 3.2 The purpose of continuous quality improvement programs is to improve healthcare by identifying problems, implementing and monitoring corrective actions, and studying its effectiveness. In this case, the problem at Virginia Mason was clearly identified by the preventable death of a patient and the hospital immediately began looking for ways to keep this situation from recurring. It is important to remember that CQI focuses on system issues. Beyond the mix-up that occurred during this specific procedure at Virginia Mason, it was important that the hospital look at the overall issue of properly labeling all medications and solutions to prevent errors throughout the system. By sharing its error, Virginia Mason also highlighted the problem so other healthcare organizations could make changes to their own systems. Questions to Consider 1. Discuss how, despite such major differences between manufacturing cars and caring for patients, the same quality improvement method can be used in healthcare and manufacturing. 2. When a patient death or major injury occurs, do you think a hospital should publicly explain what happened and offer an apology for the error? How can this benefit a hospital? How can such a public admission hurt the organization? 3. Can you think of an error that might occur at one hospital that could result in changes to other hospital systems? 3.2 The United States Healthcare System The U.S. healthcare system is a fiscally driven entity that spends more on healthcare than any other developed country in the world (Organization for Economic Co-operation and Development, 2013). Despite the limited access to basic healthcare by the millions of uninsured, healthcare costs continue to rise rapidly. In 2010, annual national health expenditures totaled $2.6 trillion, in comparison to $27.3 billion in 1960 (U.S. Census Bureau, 2012). By 2018, it is estimated that the United States will spend more than $4.3 trillion per year, or 20.3% of the gross domestic product (GDP), which is the monetary value of all finished goods and services produced within the United States in a year (Centers for Medicare and Medicaid Services, 2011a). In 2011, the United States spent 17% of its GDP on healthcare. This spending level far exceeds that of other Organization for Economic Co-operation and Development (OECD) nations: the next highest spender is France, which spent 11.2% of GDP in 2011 (OECD, 2013). In equal dollar terms, in 2011 the United States spent $8,175 per person, as compared to $3,970 per person in France. Assignment: Customer satisfaction improvement plan Despite spending more than double the amount of money on healthcare, health outcomes (such as life expectancy) are no better, and often worse, in the United States. Of course, there are many reasons for the high cost of healthcare in the United States, which must be balanced with the medical care the system provides. Take for instance, the fact that other countries place major restrictions on the amount of damages that can be awarded in malpractice lawsuits. That is the not the case in the United States, where a jury can decide fin81226_03_c03_041-072.indd 44 10/30/14 7:43 PM Section 3.2 The United States Healthcare System to award millions of dollars to settle malpractice lawsuits brought against physicians and healthcare organizations. Malpractice reform, which has long been discussed, would help bring down healthcare costs in the United States. It’s also necessary to look at the care various countries are able to provide. Consider that technology is advanced in the United States and is far better than in many other countries. Access to medical services is also good in America compared to the wait times to see a doctor or schedule a surgery in many other countries. Costs would also go down if the healthcare system could address major health problems and create a healthier population of patients. For instance, obesity rates in America are among the highest in the world, leading to many health complications. The healthcare system has multiple players including employers, insurance companies, and managed care companies; health service professionals, which include physicians, nurses, and therapists; health service organizations such as hospitals, integrated delivery systems, and nursing homes; and the government. The players with substantial political and financial power try to influence decisions and maximize their interest in the largest industry in the nation. Each player has a different economic interest, but none can dominate the industry except the government. Quality improvement efforts to reduce medical errors, such as injuries and deaths, are made by all parties involved in the healthcare delivery system. These efforts are ongoing and steady progress has been made to improve patient safety records and medical errors. While different players have their own interests in the healthcare system—an insurance company may look to keep costs under control while a physician may want to order many tests to diagnose a patient’s problem—all of the players benefit from quality improvement projects that reduce patient injuries. For example, a hospital may launch a quality improvement project to reduce patient falls.Assignment: Customer satisfaction improvement plan It is beneficial to the insurance companies who would have to cover a longer hospital stay if a patient fell and broke his or her hip, needing more days in the hospital as well as possible rehabilitation. Or hospitals that follow best practices, such as prescribing beta blockers to heart attack patients, can keep them healthier, allowing them to return to work and cutting future healthcare costs. Insurers, providers, employers, and healthcare professionals can all cooperate in creating a system that can reduce total healthcare costs and premiums while achieving better outcomes for patients. The Institute for Healthcare Improvement (IHI) calls this the “Triple Aim”: better care for individuals, better health for populations, and a lower per capita cost. The IHI supports initiatives to move the country to a system that achieves these goals. Web Field Trip For an overview of the healthcare system, visit the Kahn Academy website (http://www .khanacademy.org) and search for the video Healthcare System Overview. In the video, Professor Laurence C. Baker, Stanford University, considers some of the basic who, what, and how elements of the healthcare system. fin81226_03_c03_041-072.indd 45 10/30/14 7:43 PM Section 3.2 The United States Healthcare System Employers and Insurance The United States has a fragmented healthcare delivery system in comparison to other developed countries such as England, Germany, and France. The system is described as fragmented because of the large number of insurers, health systems, and physicians that lack effective mechanisms to coordinate care. The system is unique because many working citizens receive their health insurance from their employer with a shared financial responsibility. Employers screen health insurance plans before offering a small number of these plans to employees. Screening is based on price, quality, and coverage, which is a layer of competition health insurance companies are required to successfully pass. F1 ONLINE/SuperStock The U.S. healthcare system includes about 1,000 insurance companies. Health Service Providers This system allows approximately 195 million Americans to obtain insurance through their employer, while another 105 million are covered by two major government programs: Medicare and Medicaid (Shi & Singh, 2013). This combination of employerand government-based insurance left approximately 47 million Americans without any health insurance in 2012 (Kaiser Family Foundation, 2013). Assignment: Customer satisfaction improvement plan The healthcare system includes about 1,000 insurance companies, 70 Blue Cross and Blue Shield plans, 452 health maintenance organizations (HMOs), and 925 preferred provider organizations (PPOs) (Shi & Singh, 2013). Individuals who provide healthcare are at the center of the delivery system, making crucial decisions to treat patients. The types of providers who drive care decisions include physicians, physician assistants, nurse practitioners, therapists, and others. These providers are also in a position to make decisions to improve financing, delivery, and quality of healthcare. Generally, the central point of healthcare delivery is the provider’s diagnosis and treatment plan. Quite often, quality improvement projects focus here because the patient’s journey typically begins with a visit to a primary care provider or specialist. Nurses are the largest group of healthcare professionals in the healthcare system, with approximately 2.8 million registered nurses (RNs), including advanced practice registered nurses, and about 690,000 licensed practical nurses (LPNs) (Health Resources and Services Administration, 2013). They are employed as caregivers in various settings to provide healthcare to patients alongside physicians and other providers. Nurses with advanced training and certification (such as nurse practitioners) are assuming an increasingly important role in care delivery. Therapists are health professionals whose role is to improve a patient’s functional movement (physical therapist) or to teach the patient how to carry out activities of daily living and to cope with working environments (occupational therapist) in the context of any fin81226_03_c03_041-072.indd 46 10/30/14 7:43 PM The United States Healthcare System Section 3.2 limitations imposed by their health. Respiratory therapists and speech therapists are frequently employed in the healthcare system to help patients with breathing problems and speech impediments. While these healthcare professionals provide direct care to patients, they cannot do their jobs well without support from many other professionals who work in healthcare organizations. For instance, clinical safety and facility safety go hand in hand. Facility managers can make vital contributions to patient safety efforts. Patient safety, employee safety, and faci … Get a 10 % discount on an order above $ 100 Use the following coupon code : NURSING10

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