1: Explain the historical evolution of health care quality improvement programs.
2: Demonstrate an understanding of operational management theory.
3: Examine strategic and tactical planning issues relevant to marketing, opportunity assessment, and external environment analysis.
4: Compare quality management techniques used to improvement operations such as Continuous Quality Improvement, Total Quality Management, and proactive quality improvement measures.
5: Examine the critical role of quality improvement and quality assurance in community, state and national health care environments.
Imagine yourself as just being appointed the Chief Patient Experience Officer of your hospital. You have been charged by the board and CEO of the hospital to create a new systems approach for the hospital that will meet the patient's needs, priorities and expectations in a manner that exemplifies the values of respect, compassion, justice, and community pride. Your plan should include a method of determining who the customer is, what the customer wants, how the hospital will meet those needs and desires, how you will measure customer satisfaction, and the data capture modalities you will use, such as qualitative or quantitative methods to obtain the information. Also, how you will communicate the results of this new program to the world.
Requirements
Writer outlines the current customer experience efforts and how these efforts could be improved with an organized effort.
Writer explains how the Affordable Care Act provides financial incentives in the form of performance-based bonuses or penalties based on the efficiency, effectiveness, and satisfaction with hospital services.
Writer thoroughly analyzes how the new systems approach for the hospital will satisfy all stakeholders; improve results, and how success will be measured. A step-by-step plan for implementation of your proposal and communication of the results is provided.
Writer describes how the new systems approach for the hospital will meet the patient's needs, priorities and expectations in a manner that exemplifies the values of respect, compassion, justice, and community pride in the hospital.
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