Effective Approaches in Leadership and Management

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Effective Approaches in Leadership and Management: Continuous Quality Improvement and Patient Satisfaction
Grand Canyon University
NRS-451V
June 23, 2013

Effective Approaches in Leadership and Management: Continuous Quality Improvement and Patient Satisfaction
Continuous quality improvement and patient satisfaction are two very important topics for leadership and management teams in any healthcare facility. Quality improvement programs improve upon current practices to ensure patient safety and nursing care are up to date with current evidence-based nursing research. Feedback given by patients in patient satisfaction scores allow management to develop ways to not only improve a patient’s experience in a facility, but also the quality of care that is given by the healthcare team. These two topics often overlap each other in many goals set out by the leadership and management teams. The author of this paper, an emergency department nurse, will compare and contrast how she would expect nursing leaders and management to approach these issues in her department.
The U.S. Department of Health and Human Services Health Resources and Services Administration (HRSA) defined quality improvement (QI) as a “systematic and continuous action that lead to measurable improvement in health care services and the health status of targeted patient groups” (HRSA, 2011). An important role for senior leaders of a management team implementing a new quality improvement program is to create energy, positivity, and consistency with their team to ensure follow through with intended goals throughout their department or facility. Patient satisfaction scores offer insight into a department’s quality of care that is given to their patients. A management team utilizes both positive and negative comments given by their patients. Positive comments can be used to build morale within the

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