Studies have shown that the most satisfied customers are the ones that are quick to switch their provider that is why, it is important to focus on customer loyalty than satisfaction. In order to develop loyalty, it is vital for the health care organization to go beyond the expectations. 3. Whenever most medical groups can improve clinical quality, they will move in that direction. The ultimate result would be an improvement in the value they deliver to the patient.
TUI University Module 02 Case Assigment BHM320 Dr. Shawn Wilson November 1, 2010 Deming’s four step model is one model that healthcare organizations use to improve quality. Plan, do, study, act are the steps within the model that can be repeated as often as necessary to continuously improve processes within the organization. This paper will define the objectives of each step and how each applies to improving patient flow from the emergency room to the admitting ward. Deming’s Model: Part One Before implementing the four steps (plan, do, study, act), several questions must be answered by the team initiating the improvement: What are we trying to accomplish? The team must determine and agree upon what changes it is seeking.
With this knowledge I plan to work toward a more cost effective and delivery system with healthcare provided to the patient population. In building a stronger healthcare system it will not only be profitable, but will also provide better care to all the patient population. As a registered nurse (RN), I have learned that I need to stay flexible and be able to adjust and adapt to the constant change that comes along in my profession. Also as an RN, I look at the healthcare profession as a revolving door, which constantly spins out new concepts, methods, and approaches. I think this will help prepare me for a management position in my field because it is imperative for a manager in this profession to have the ability to adapt, adjust and welcome new ideas and concepts directed to him or her.
Aetna hires a dedicated innovation officer to drive new ideas in each of its major department (e.g., care management, product development, pharmacy). Integrating these change agents into operational teams (as opposed to putting them in a separate innovation center) helps Aetna better identify opportunities for incremental improvements to the customer experience as well as more radical new approaches. “Aetna starts projects by first understanding customer needs. Aetna focuses its innovation efforts on eliminating perceived gaps in its existing customer experience” (Aetna, 2012). That’s why it starts each innovation effort by developing a clear understanding of what a customer wants whether that customer is a consumer, a benefits manager, or a clinician.
To make improvements, an organization needs to understand its own delivery system and key processes. A health care delivery system consists of resources, activities, and results; these key components are also called inputs, processes, and outputs/outcomes. Activities or processes within a health care organization contain two major components: 1) what is done (what care is provided), and 2) how it is done (when, where, and by whom care is delivered). Improvement can be achieved by addressing either component; however, the greatest impact for QI is when both are addressed at the same time (Services, 2011). The biggest area for quality improvement in the scenario will focus on improvement for the patient.
Knowing where we were, how far we have progressed, and where we are headed in relation to healthcare gives us hope in knowing that we had a good yesterday but we are looking towards a better tomorrow. Describe three perspectives that might be used to analyze and understand health anywhere in the world. One perspective is the clinical perspective; it is directed towards the patient/consumer, who seeks different types of services in different areas of healthcare. This analysis is important because it will help determine how the patient/consumer obtains their care and how satisfied they are with their
ABSTRACT This report will analyze the implementation of Lean Six Sigma in the Healthcare System( even though the case study refers to Lean Thinking, Lean and Six Sigma are gathered, for example to reduce waste and make a process more directly and fluently will bring the reduction of errors and vice-versa). There it will be analyze, a case study related to an institute familiarized with Lean Six Sigma, how it was helpful to improve customer service, reducing the time waiting to processes, by focusing in joining three departments in a hospital on behalf to manage better the overcrowding of patients. The techniques used were PDSA and a flow Map. Afterwards, there will be explained how this methodology could be put in practice in an unfamiliar healthcare service with Lean Six Sigma such as Hospital in Chile, which faces several challenges related to its Radiology service and how to manage the flow of patients and coordinate it with Emergency department and maximize the resources on behalf to reduce as much as possible time (the most valuable element in Health assistance) and secondly the customer experience. The main purpose it is to proof that in the contemporary business field, Lean Six Sigma it is a very useful tool to be implemented in the Service field, compared what many managers still think that is just applied in the manufacturing field.
During strategy sessions, the three leaders concur that ARISE’s marketing should emphasize the health benefits of regularly re-energizing the body and spirit to turn periphery customers into midlevel clients. Various strategies were thought of (i.e. spa ambiance improvement, lowering of cost of services, All-Star Team Strategy and even providing fixed salaries to their employees) in order to improve not just the quality of services, but the retention of their employees as well. Prior operation, a soft opening was launched in order to work out operational issues before the grand opening. With this, it has been
Unit 2: Promote Professional Development Unit Code: SHC 52 Assessment Criteria: 1.1: The meaning of professional practice is to be able to work and act in a manner that follows company policies and procedures. A quality employee is able to accept and utilize the knowledge gained during their time of employment and put this into practice. Working within the health & social care setting means that policies and work acts can change time and again which should reflect organisations and how they should compile their company procedures. An employee should be following company procedures and ensure that they are aware of any changes to policies. Should an employee not gain knowledge of any new information on practices, they are liable for any future errors, which could lead to a potential safeguarding issue bought upon them.
Roles and Functions of Health Care Managers Rechanda Primas HCS 325 December 12, 2011 Stephanie McCrary Roles and Functions of Health Care Managers In today’s lifestyle, health care managers are very important to ensure that each office runs effectively, efficiently, and productively. The most important role and function that a health care manager should possess is the ability to plan. According to the reading, “planning is the process of setting performance objectives and determining what action should be taken to accomplish them. Through planning, a manager is able to identify desired work results, make decisions, and lay the path for others to achieve the results” (Lombardi, eBooks Collections) Planning is crucial because it allows the overall team to be prepared in the event that changes need to occur. If the health care manager has the ability to plan, then the changes won’t come as a drastic occurrence that would otherwise lead to bigger problems.