Would You Recommend a Friend to Our Hospital

running head WOULD YOU commend A confederate TO OUR HOSPITAL? 1 David M. Dowling Operations Management I S verbotenhwestern College 20 January 2011 Week 3 The Culture & eccentric at Arnold Palmer infirmary Running head WOULD YOU RECOMMENT A sensation TO OUR HOSPITAL? 2 Abstract In this theme I allow demonstrate the importance of instilling a culture of case in employees and why its essential to pee a concise mission debate, code of ethics, procedures and do byes that employees stick out utilize in differentiate to carry out the hospitals philosophy and mission.I provide besides turn in what systems and processes I would set up in a impertinently hospital to achieve a culture of look in a hospital. The paper will overly show some of the processes that the Arnold Palmer hospital in Orlando, Florida uses to achieve such a full(prenominal) success rate in guest satisfaction. The bottom line of this paper is that its easy to claim or make the statement that a hos pital provides a role service. Its another thing to deliver. Learned and schematic techniques from this text will suspensor an trading operations manager achieve the desired goal for establishing an environment of tone of voice, righteousness and profitability.Running head WOULD YOU urge A FRIEND TO OUR HOSPITAL? 3 display My Name is Dave Dowling and I am a new employee at the Arnold Palmer hospital in Orlando, Florida. After graduating from Southwestern College I was looking for a come with that I could exercise my new talents as an Operations Management graduate. I was drawn to Arnold Palmer Hospital because of their dynamic structure and their compassion and cargon for children. st craftistryistic creationing time I would like to give you a little background on the Arnold Palmer Hospital and why it is such an appealing turn out to have. It was founded in 1989, the Arnold Palmer Hospital (A. P. H. is sanctuary of hope and healing for many sick children. It has grown to be wholeness of the largest womens and childrens hospitals in the coupled States. A. P. H. is a die train 1 childrens trauma facility. The hospital provides tangible go such as neo natal and paediatric intensive c atomic number 18 services, pediatric oncology and cardiology. It also provides specialized service such as tuition for high find pregnancies and maternal intensive c be. The hospital is truly proud of its new multi building facility that covers 676,000 squ be feet and houses some of the finest advanced state of the art medical equipment on the market today.This awesome facility houses 2,000 of the most sympathize with and dedicated doctors, nurses and administrators found in any hospital in the United States. WOULD YOU remember A FRIEND TO OUR HOSPITAL? 4 As give out of the circumspection team I was introduced to many of the processes that down been put into place at A. P. H. They pick out built a culture of quality that is center on the tolerant and their family. The mantra at A. P. H. is smell is not just pickings make out of the forbearing, but also taking palm of the family. Why is it great for Arnold Palmer Hospital to get patient assessment of wellness care quality.Does the patient have the expertise to judge the health care he or she receives? In tack together to tonus the pulse of the hospital and truly be able to assess what services expect to be added, deleted or modified. Administrators need to know how patients truly sense of smell about the experience they had at the Arnold Palmer Hospital. A powerful legal document that A. P. H. has been using is the comprehensive survey that captures a patients honest assessment on their experience. Administrators review the assessments on a free-and-easy basis. This tool will aloneow administrators, doctors, nurses and employees adjust processes to provide patients reveal services.If patients and families are unhappy about treatment, facilities, parking, finding th eir way around the hospital, the management and hospital administrators need to know. They need to know on a unremarkable basis. The executive staff level at A. P. H. review assessments as they are loaded into the executive dash bill on a daily basis. They look at four quadrants of the hospital operation. Services, Quality, Human Resources and Finances. The results of the surveys allow corporate officers to move assets, resources , personnel and changes to that operative areas that need the change.The results substructure suspensor hospitals learn how to treat patients the way they expect to be treated. WOULD YOU advocate A FRIEND TO OUR HOSPITAL? 5 Addressing the question, Do patients have the expertise to judge the health care he or she receives. According to (Drain, 2010) forbearings do judge the quality of clinical care they receive. However, they base their judgments on faraway more than the technical interventions, many of which they are unaware. The sweeping overhaul o f the U. S. health care system likely will result in change magnitude patient volumes for hospitals and medical practises.As the nation moves toward value-based purchasing, patient satisfaction will give way an increasingly important measure of quality. In a 2009 HealthLeaders Media survey, nearly a third of health care executives said that the patient experience was their lapse priority another 55% said that it was in their trespass five. only reported that patient experience would be a priority in five years. In a 2004 study of five clinical conditions, dickens dimensions of patient- touch on care stood out emotional brave out and respect for patients values, preferences and expressed needs.Simply, put, providing support and involving patients in decision making are associated with cleanse outcomes. Good parley between patients and care providers drives positive patient experiences and compliance, which lead to positive outcomes. Patient satisfaction is not about making patients happy it is about alter the patients experience to facilitate health and medical outcomes. When patients are satisfied, trust is enhanced. When patients trust their physician, they are more likely to disclose information, prolong advice and adhere to treatment curriculums.It is very difficult to answer this question, regardless if you feel that people have the expertise to judge physicians and hospital on the care they receive or not. One must keep in sagacity that most people just want to feel that they are receiving the outdo medical care possible and they want to be informed and feel that they are cared for and have a clear roadmap on what is going on with their treatment. WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 6 How would you build a culture of quality in an organization such as Arnold Palmer Hospital?As an operations manager I would break down my plan to develop a culture of quality into three categories, management, personnel and facilities. In order to decent take an organization to A Culture of Quality It is important develop a plan at the management level startle. The first step is to establish a code of ethics, mission statement and leadership philosophy for management and first line supervisors. Although Arnold Palmer Hospital gives all employees to make decisions. A foundation of standards needs to be established in writing as a source document for all employees from the top down.This will make it very clear that thither is specific behavior that is expected from every employee from the CEO to food service. The next step I would take is to establish a mission for the hospital. The goal is to provide quality health care and make the patient experience as grateful and comfortable as possible. Establish with every employee that for each one patient is an person and must be respected as a person. People and families bunk to not be themselves when they are sick. Every employee needs to rise higher up their own feelings an d focus on why they are in the health care business.Establish in the minds of employees that every patient has the right to comprehensive, compassionate family centered health care service. Every patient and family has a right to be heard with the concerns they have about the care they or their family member is receiving. I would establish a patient bill of rights in order to hang as a guideline for employees to follow and understand. Once rules and policy is established I would then implement and put into place the following processes in order to give our employees the means and tools to carry out the desired missions of the hospital board of removeors and administrators.WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 7 The first step is to establish a segment that will construct a comprehensive survey the patients can fill out in order to capture what their experience was like at the hospital. I would then have the department establish an executive web site that this department c an spatial relation reports, flowcharts, checksheets, Scatter Diagrams, cause and effect diagrams and various statistical reports. This will allow leaders at all levels see what patients like and nauseate about their experience.This will allow top levels of management properly direct what processes need improvement and change and what assets need to be re-directed to those weak functional areas or processes. In order to ensure that your employees are on board with the hospital philosophy rules and policy must be established to empower employees to make decisions without being promoted to act. And work everyday with the goal of continually strain to improve processes and their specific job duties. I would also establish process improvement teams by department.These are the teams that ensure that data is being captured as problems arise with processes or employees and also reacting to customer surveys and tackle what patients see as a problem. And finally I would establish some typ e of awards program that would reward employees for making the effort of making our hospital a better place to work and a place the patients feel at console with getting well. As mentioned in the prior paragraphs, I would establish a training program that will instill the culture of quality in every employee. Encourage them to own it and live it.To continually strive to improve processes and that there is always room for improvement. I would also instill that converse is key. Ensure that employees understand that keeping customers informed WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 8 is the number one priority. If you wearyt have the answer, you will find someone who has the answer. The facility and equipement is also a very important concern when establishing a culture of quality within your hospital. As an operations manager you must ensure that the hospital has the best quality and up to date state of the art facilities and equipment that you budget will allow.Continually work with doctors, nurses, technicians and staff to ensure that operations is doing everything it can to ensure that processes are properly equipped and that patient rooms, surgical rooms and all facets of the facility are properly supplied, illuminated, marked, and safe. The bottom line is that you need facilities that are state of the art facilities, processes that provide quality healthcare, programs and measures that capture the patients like and dislike about your hospital. alone most of all you need to mentor your employees about all the proletariat that need to be accomplished in order to achieve a culture of quality.Constant analysis and caring employees is what make this happen. What techniques does Arnold Palmer Hospital practice in its drive for quality and continuous improvement? The number one technique that A. P. H. utilizes is their comprehensive surveys. Patient survey capture the customers assessments of there experience in the hospital. These surveys will assess customers expectations of the medical services that the hospital is cristaling. This survey will be in-depth and will ask a wide variety of questions from the quality of food, staff, accommodations and medical treatment.The most important question is Would you recommend A. P. H. to your friends? Once the surveys are done they are posted they are posted on the WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 9 executive Dash gore which allows continuous monitoring of the problems and the measures the hospital staff are taking to set up the problems. It is important for key leadership and senior administrators to review survey each and every day in order to keep their pulse on the climate of the hospital and its patients.The survey asks specific questions such as respect, access, quality of care and medical staff, was the care coordinated, were you given a thorough comment of your condition and follow on care. This information will assist employee, supervisors and administrators go through processes to improve the quality that is provided to patients. The new measure are pushed down to the individual department levels to ensure changes are made were the problems exist. A. P. H. management will also take these assessments and compare the against a national benchmark comparison in order to provide the best health care possible.Data is available on how other hospital might handle a similar turn up or chanllenge. As mentioned prior, The A. P. H. executive dashboard is a crucial tool in assessing customers opinions about their experience at A. P. H. In order to truly know were we really stand with customers we must capture extremely surgical information on how our patients and their families fell about the care that we have provided. It doesnt matter what we think, The only opionion that truly counts is the patients and their family. another(prenominal) method is benchmarking.Benchmarking in order to ensure that standards are set in order to establish and watch specific standards in the specific medical services that it will offer its customers. The specific services that they focus on are pediatric and neonatal intensive care, pediatric oncology, labor and delivery and care for high risk pregnancies. As mentioned prior, the business of caring for people is the business of having highly ingenious physicians and WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 10 state of the art equipment. This is your service. If you fail to contiunually update processes and benchmark.You will not survive, patients will simply go to better hospitals. Without benchmarking quality of service could slip causing customer dissatisfaction. Another interesting and unique technique that A. P. H. uses is giving senior leadership electric cell phone and they can monitor and get directly involved with patients and families if there are significant challenges or patients are unhappy or bear on about the service they are receiving. The senior management has taken tra vel to on the most trivial issues. The unique part of this story is they dont see these small issues as trivial.This is probably why they ordain so high nationwide in customer satisfaction. The hospital also uses various charts. I will briefly discuss the uses of each. The flow charts & Pareto charts are used to give staff and personnel a quick overview of what is misadventure in the hospital and nationwide. The Pareto charts also focus on critical items and return less important issues off. This is a good chart to find out what the major problems are. Benchmarking is critical in showing where opportunities exist for improvement. Develop a fish-bone diagram illustrating the quality variables for a patient who just gave birth at A.P. H. Another tool that can be used by operations managers is cause and affect diagram or fish-bone chart. This can assist department heads such as those who are in charge of a post natal unit in a hospital. This chart can help doctors, pediatricians and pediatric nurses take care of mom and baby in a more efficient manner. It chart will identify potential difference causes to problems that that whitethorn have occurred in the past. Knowing what causes problems will give employees the ability to WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 11 identify these problems.These charts should be updated as new problems arise and new equipment is introduced to the post labor or neo natal units. Charts like these help us document mistakes and learn from others . to a lower place is a chart I developed to help the nurses and doctors identify potential causes of the most common post natal problems that hinder quality care for mom and baby. Material Quality rooms designed for post natal patients PATIENTS HAVING TO ENDURE CRAMPED ROOMS COMPLAINTS ABOUT OLD EQUIPMENT AND SUPPLIES Method Processes & classes to take a shit parents to go home circumscribed DESIGNED ROOMSROOMS THAT ACCOMMODATE MOM & cross WELL LIGHTED ROOMSBASIC INFANT CARE CL ASSE POOR PARENTING SKILLS ACCOMODATIONS FOR LONG terminal figure STAYSMOMS MEETING MOMS CLASSENO SUPPORT QUALITY MEDICAL SUPPLIESBIG BROTHER BIG sister CLASSESKIDS NOT COPINGPARENTAL BREASTFEEDING CLASS NOT UNDERSTANDING EDUCATED PARENT active TO TAKE BABY HOME Hospital cant provide care because lack of state of the art equipment NEONATOLOGISTINEXPERIENCEDPEDIATRIC EMERGENCY UNIT PEDIATRIC NURSESLACK OF SPECIAL SKILLSPEDIATRICS INENSIVE CARE UNIT PEDIATRIC SPECIALISTSNICU CANT DEAL WITH NICU UNITSManpower Quality Doctors, Nurses and specialists Machine State of the art equipment & Services EMERGENCIESPEDIATRIC INPATIENT UNIT WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 12 REFERENCES 1. Drain, M. , MA. (2010). How patient satifaction correlates with clinical quality, Retrieved from http//www. pressganey. com/improvinghealthcare /improvingHCBlog/blogPost/10-04-12/How_Patient_Satisfaction_Correlates_With_ Clinical_Quality. aspx