I Chose Is If Disney Ran Your Hospital, 9 1 / 2 Things You Would Do Differently

“Patient satisfaction is undoubtedly on the minds of hospital administrators in an increasingly consumer-driven healthcare system. With patient

In this task, I will look at the seven principles of the Care Value Base. The Care Value Base is a Code of Practice which care workers follow and must apply a level of care to service users according to the Care Value Base. I will look at one particular care setting, which will be a hospital, to investigate how they provide a high quality of care according to the Care Value Base. While on work placement at a hospital, I learnt valuable information on how a hospital follows the guidelines of the Care Value Base when caring for service users.

When I just looked at the title of this book “If Disney Ran Your Hospital 9 1/2 Things You Would Do Differently”, I was pretty skeptical. “No way. A hospital is neither a fun place nor entertainment. We deal with lives. Responsibility is huge.” But, Mr. Fred Lee, the author of this book, was very well aware of that. He hit every single point I wanted to argue. Going to read the book, a lot of relevant memories came up in my mind since I had worked for a hospital for a long time. I was convinced that Disney’s approach to quality improvement is applicable to hospital management. Out of 9 1/2 things, I would like to talk about three actions that left marks on me with my experience: service vs. experience, rewards to motivate people and closing the gap between knowing and doing.

With patients today using the threat of reporting low satisfaction rates in the hopes of receiving faster or higher quality care, they seem to have taken the upper hand in some of the decision making of what will take place in the healthcare world (Sullivan). But is it really the survey results that will make the drastic changes that are needed?

Quality of service should be one of the most important and well monitored goals for any medical facility, from your small town family doctor’s office, to nursing and rehabilitation facilities, all the way to large hospital systems. The quality of service provided in a facility doesn’t just affect the patients. Quality of service also affects the bottom line, or whether or not the hospital system is profitable. In order to better access the system’s current quality of service and to devise improvement plans I would need to explore issues that have significant effect on quality of care such as, patient satisfaction and retention, medical errors

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.

Another secondary issue is the weakened employee expectations and employee performance, which adversely affects good patient care as well. The person in charge of patient registration is unprofessional to staff and patients. The facility is not clean because maintenance is slow in performing assigned duties. The parking is unsafe and unattended. The staff lacks the motivation to perform well.

If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently If Disney ran your hospital is this exceptionally one of the kind and refreshingly composed book will help any health care facility or organization to pick up the remarkable upper hand that originates from being viewed as "the finest" by their own staff, customers, and public.   It takes significant information, not as a rule instructed in business colleges, to make and keep up a situation where individuals feel they are working with companions who share a typical dream of making patients and groups their faithful fans. Lee was invited by Disney University after significant accomplishment in helping healthcare facilities accomplish a culture that rouses patient and worker unwaveringness. In If Disney Ran Your Hospital, he demonstrates how clinics can copy the methodologies that procure Disney the trust and dependability of their visitors and workers.

I am part of the West Houston Medical Center organization, and the hospital’s mission statement states: “We are a family of dedicated Healthcare professionals committed to providing exceptional healthcare and service by exceeding the expectations of every patient, every day” (West Houston Medical Center, 2016). For that reason, it remains essential for all team members that we are responsible for ethical patient treatment centered together with patient valued care when it comes to providing caring for our patients. The care which patients receive along with the hospital 's business operation plays a substantial part in which way the members of the surrounding neighborhoods view the organization. The principal goal of the hospital is “To be one of the best hospitals in the country based on quality and satisfaction indicators” (West Houston Medical Center, 2016). We hold values such as “Put patients first and foremost”, “Treat each other with respect and dignity” combined

More and more as healthcare facilities are linking reimbursement back to patient satisfaction, there is increased accountability to deliver an exceptional patient experience. Really, who does customer service better than Disney? Let’s tap into how applying some of Disney’s basic principles can actually boost your patient satisfaction.

Hospitals and insurance providers alike as well as the Centers for Medicare and Medicaid Services (CMS) are aiming to measure the value of health care (Morris, Jahangir, & Sethi, 2013). Improving patient satisfaction not only enhances the care a patient receives overall but it can have a major impact on a hospital’s reputation and financial results as well (Hall, 2008).

More times than not, a surgical patient will not know the cost for the procedure before undergoing the operation. With all the possible variables involved, the providers most likely do not know the associated costs either. Even if cost were available, providers do not want to use the Wal-Mart strategy of being the low cost leader. People associate lower cost with lower quality of care. Since cost of care is not a marketable factor, other areas become overstated including the satisfaction of the patients. It is healthcare provider’s obligation to ensure the patient is satisfied or market share will be compromised. There are many variables to patient satisfaction, but research has shown a direct correlation between high patient satisfaction levels and a highly engaged staff.

Being respectful and considerate to your patient is necessary for providing excellent patient care. It is also important to be respectful and considerate to your colleagues; arriving on time, being a team player, doing above the minimum as often as you can are all excellent ways to show this. It is essential to ensure that the workplace is an “environment in which all colleagues enjoy equal respect and where they can advance to their full potential.” (Professionalism initiative, 2012) If everyone treated their colleagues with respect, it would make the workplace very hospitable and help provide better patient care, which is the main purpose of nursing. An environment without respect can become hostile and impair the growth of your colleagues and yourself which can lead to giving substandard care to your patients and their families.

It takes a combination of theories to make healthcare organizations function at a quality standard. Providing the patients with the best care possible is always the goal for any healthcare organization. It takes, not only the nurses, but all the staff of the organization to achieve this goal. Non-nursing theories exist to help guide all staff and provide an optimal work environment to allow quality care to be given to the patient. In this paper, some non-nursing theories will be examined and the importance of each one will be ranked according to this nurse.

A healthcare organization’s reputation for its commitment to quality and patient-centered customer service stands as the main criteria for individuals in choosing a healthcare service provider (Stavins,2006). “Therefore, measurement of patient satisfaction and incorporating results to create a culturewhere service is deemed important should be a strategic goal for all healthcare organizations”(Stavins,