Herzog Memorial Hospital Case Study

The HCAHPS survey asks discharged patients 27 questions about their recent hospital experience. The survey contains 18 core questions about critical aspects of patients ' hospital experiences: communication with nurses and doctors, the responsiveness of hospital staff, the cleanliness and quietness of the hospital environment, pain management, communication about medicines, discharge information, overall rating of hospital, and would they recommend the hospital.

In mid-April 2000, Sherri Worth was faced with some very unsettling news about Pate Memorial Clinic’s future with a competitor potentially moving into the area. Worth was the assistant administrator at Pate Memorial Hospital (PMH) and was also responsible for the Pate Health Clinic (PHC). A study by the competitor was being done to see whether sufficient demand existed to establish a clinic 5 blocks north of PHC. The two biggest concerns in regards to the new competition were:

The North Texas State Hospital (NTSH) is part of the Department of State Health Services (DSHS) administration. NTSH is a mental healthcare facility that has two campuses: one department is located in Wichita Falls, TX and the other in Vernon, TX. Including both campuses DSHS is the largest mental hospital in the state of Texas, which provides psychiatric services for the mentally ill. NTSH is the only facility in the entire state of Texas that provides forensic psychiatric care. Forensic psychiatric care is a specialized service for prisoners who have mental disorders. NTSH offers a 284-bed maximum security program for adults and a 78-bed adolescent Forensic Program (DSHS Center, 2017). NTSH aims to improve the health, safety, and wellbeing of individuals by providing the right stewardship, reducing health care problems, improving public health awareness, and preventing diseases. In order to improve health and safety, NTSH is accredited by the Joint Commission on Accreditation of Healthcare Organizations. The Joint Commission is an independent, not for profit association that set standards to evaluate

Patient satisfaction: This issue can affect funding, revenue and reimbursement from insurance providers. Patient satisfaction can be affected by nearly any aspect of the hospital experience, surveys are done randomly to gain insight on the patients overall treatment at the facility. Negative feedback can cause assumptions about treatment and quality by the HCO as well as decrease in incoming patients.

Jones Regional Medical Center is a huge academic health center with 900 beds and are known for its research and teaching hospitals. Additionally, the IT staff at Jones supports 300 applications and 12,000 workstations. The center uses Technology Med (TechMed) for their admitting system. The system includes registration, inpatient charge, payment entry, master patient index, admission, hospital billing, and more. The TechMed system has been accessible since 1998; Jones is beginning to plan a replacement of this systems because of the fragility of the software (Wager, 2013).

1. Using the historical data as a guide (Exhibit 6.1), construct a pro forma (forecasted) profit and loss statement for the clinic's average month for all of 2010 assuming the status quo. With no change in volume (utilization), is the clinic projected to make a profit?

HCAHPS survey is a patient satisfaction survey required by CMS (The Centers for Medicare and Medicaid Service for all hospitals in the United States. HCAHPS identified the attributes of affective support, health information, and quick response as the elements of nursing care in the interaction and relationship between patient and nurse that determine patient satisfaction. High score of these elements would increase the hospital competition.

Jefferson County has been without local access to healthcare for decades. Over 10 years ago the county commissioners agreed that a local hospital is in the best interest of the people of Jefferson County and, therefore, began a fund to achieve this goal. As of today, the fund is worth $25 million, but to build and equip an adequately sized hospital, the county needs an additional $75 million. The commissioners appointed a committee to discuss the issue and determine the best plan of action going forward.

According to the survey, our patients didn’t enjoy their experience before their appointment. 73% of patients said that the receptionist did not greet them immediately. I know this was the case when I walked in for my meeting. The receptionist was on her phone texting instead of being aware of patients that could potentially be walking into the facility. Although the receptionist doesn’t greet them right away, 67% of people agree she was respectful and courteous. However, the biggest issue lies with patients not understanding the co-pay and possibility of additional costs. This is a problem that can be fixed easily, we just need to retrain our receptionists to greet each patient with a warm smile, and how to fully explain the costs that patients are required to pay. The receptionist play an important role in customer service, therefore they must be at the top of their game at all times. In order to fix the overall patient experience at our urgent care facility, I think we need to send out more surveys and bring back the follow-up calls. The follow up calls are important because patients will be able to express any concerns they had with their visit and we would be able to

Tulsa Memorial Hospital (TMH) is one of the nine acute care hospitals that serves in the general population area. Historically, it has been highly profitable due to its well-appointed facilities, excellent medical staff, good-standing reputation for quality care and its ability to give individual attention for each of its patients. The hospital, in addition to its inpatient services, operates an emergency department and an urgent care center located two miles from the hospital across the street from a major shopping mall.

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A patient experience case study was done at St. Francis Hospital to address the specific issue of noise. Over a nine month period this facility incorporated many innovations to successfully target this problem. Direct feedback from patients determined that a combination of many actions helped to make the noise reduction successful. This included white noise machines in rooms, quiet voices by all staff members, signs on doors as a reminder to keep noise levels decreased, and dimming lights during night shifts (“Transforming Care”, 2014). In order to create this culture of quiet, collaborative efforts need to be made and would ultimately contribute to higher satisfaction scores at North Fulton

A few of these interventions include closing doors to patient rooms if applicable, turning off or turning down the volume on televisions, and providing patients with earplugs or eye masks. To add to these approaches, it was also recommended that phones and beepers be silenced or placed on vibrating mode (Gardner et al., 2009; Maidl et al. 2014). To achieve a quiet time, nurses and other staff members can play a pivotal role in applying the protocol and its constituents. In proposing a quiet time protocol, initial and continuous education is imperative. Staff members require ongoing evidence based knowledge on how patient environments and exposure to noise can impact their overall health. To reinforce educational concepts tools such as posters, memos, bulletin boards, and brochures can be placed in break rooms, nursing stations, and in patient rooms to remind staff and visitors about the protocol (Gardner et al., 2009; Scotto et al., 2009). To monitor the outcome of scheduled quiet time, a routine meeting regarding outcomes and potential issues should be implemented, as well the development of an ongoing committee that is responsible for reinforcing and demonstrating proper adherence to the newly established

In the context of nursing, noise involves such unnecessary noise that creates an expectation that it is hurting a patient. It can be said that it is the loudness of the noise affecting the ear, which seems to be affecting the sick people. It is asserted that a patient

Problem Statement: In a survey conducted by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), only 50% patients at Loyola Medical Center said that the area around their room was always quiet at night. This is way below than the Illinois average of 61%, national average of 62% in reported