My Organization 's Customer Service Model

My second clinical day took place on September 24th, 2015 at Saint Barnabas Hospital in Livingston, New Jersey. My preceptor Maria Brilhante, MSN, RN, allowed me to observe the morning huddle that took place with all the nurse managers that are in the hospital. The purpose of this huddle was to keep the director of nursing informed about the census on each unit. I found this processed to be very uniformed and professional because the DON was engaged. The day went on with me attending meetings on how managers could implement plans to contain cost for the hospital. Maria did her daily rounds on her patients and her nursing staff. She has a folder that contains papers on how each nurse is progressing from the time they get off orientation. Her motto to the nurses is, “You are good at what you do, so when I coach don’t take offense. I am only trying to get you to be great”. This boost their confidence which I thought to be important.

The framework of clinical excellence in the organization begins with a structure that supports the process (Porter-O’Grady, 2016 et al p. 327). Building excellence into the fabric of an organization requires support and engagement of nurse leaders and their followers to the work of healing, in a work environment where effective communications occur and healthcare providers (including nurse leaders) are acknowledged for their positive behavior and negative behaviors are addressed quickly (Porter-O’Grady, 2016 et al p.

This paper will describe current quality outcome measures and the significance for improving medical care. Organizational accountability and transparency has improved with the emergence of Hospital Inpatient Quality Reporting (IQR) programs and Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPs). This article will review the role of the nurse manager in creating a culture for quality care as well as the nurse for meeting organizational and patient expectations. Organizations like The Joint Commission (JC), Agency for Healthcare Research and Quality (AHRQ), Centers for Medicare and Medicaid Services (CMS), and The American Nurses Association (ANA) have been critical in establishing standards for quality. This paper will also report on the most recent hospital statistics and steps taken to improve HCAHP scores and reduce readmission rates at the University of Tennessee Medical Center in Knoxville (UTMCK). Statistics at UTMCK will also be compared to the Tennessee and National averages found on the Medicare website Hospital Compare. The aim of this paper is to explore if healthcare system initiatives are improving quality and enhancing patient outcomes.

Therefore, the culture on our unit is to provide safe, quality, and caring service to produce exceptional outcomes for the patients and families; these values are a direct reflection of the institution’s vision for patient care. How the nursing staff perceives organizational culture, manages boundaries, and translates implied values to the patient unit has a direct effect on patient care (Huber, 2014). Meeting the goals of the organization’s mission is demonstrated in my daily nursing processes. I provide patients and families with compassionate care and communication. I take patient advocacy very seriously; I demonstrate respect for patients, colleagues, and community. Furthermore, I find empowerment through teamwork and collaboration, as well as professional growth and

The nursing home care is a competitive, fast growing and flourishing industry. Healthcare facility’s profitability is directly linked to patient satisfaction. Evidence exists

Patients want and expect to receive high quality care. Nurses want to provide the best care possible to their patients and like everybody else; want a pleasing job environment. Hospitals, on the other hand, are expected to provide a safe environment to patients, have enough nursing staff and remain profitable (Keller, Dulle, Kwiecinski, Altimier & Owens, 2013). The ultimate goal is to improve quality of care and patient safety across the United States; therefore, all the different interests of these major stakeholders should be taken into

Nursing-sensitive indicators are important in all aspects of patient care. A great deal of bedside care is given by nurses. Nursing-sensitive indicators are factors that rely directly on the nursing care of the patient. Quality nursing care improves patient care and therefore patient outcomes. Nursing-sensitive quality indicators promote patient safety and quality patient care. Since these quality indicators are reflective primarily on bedside care provided by nursing staff it is important that all nursing staff be aware of these indicators and their role in promoting quality patient care. There are specific indicators that could have been taken into account to promote patient

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).

Transformation of healthcare is happening now. Higher expectations, reduce cost, improve quality will drive the future of healthcare. Broken systems will need to be fixed. Consumers want a benchmark in which to measure care. According to the Institute of Medicine (IOM) research finds lack of teamwork and communication the leading cause of adverse outcomes. Many healthcare organizations seek an infrastructure in which a culture of excellence, innovation, and high quality professionals can help patients and families navigate through a complex constellation of healthcare. Nurses are the major workforces in a healthcare organization; they drive patient care and the bottom line. The American Nurse Credentialing Center (ANCC) the world largest nursing organization created the Magnet Recognition program, a credentialing process for which an environment of excellence is recognized. The ANCC Recognition focuses on three goals; a quality setting that supports professional practice, identifying excellence in delivery of care to patients/families, and disseminating “best practices”. The Magnet Recognition places emphasis on leadership, personal growth, transformation innovations, outcomes, structure of the organization. Magnet provides a framework for nurses to collaborate with all disciplines through shared governance and have autonomy over their practice. In the American Association Respiratory Care paper ‘Transitioning the Respiratory Therapy Workforce for 2015 and Beyond” Barnes and

The American Nurses Association is leading the way by implementing countless initiatives to bring attention to the nurses’ essential role in care coordination. It is up to the nurse to step up and draw attention to the integral part they play in improving patient satisfaction, patient care quality, and the effective and efficient use of health care resources (American Nurses Association, 2012).

Excellence in customer service is a big phrase touted by every business owner in the United States, regardless of service offered. Jackson Health System (JHS) in Miami, FL is no stranger to how important customer service is and has become. County hospitals such as JHS are being affected like any other organization that receives money from the Centers for Medicare & Medicaid Services (CMS), if not more because they receive more money from government entities then from the private insurance sector. I asked four assistant managers, searched in the intranet and internet, made quite a few phone calls, and asked my emergency room director: What is the customer service model used by JHS? I did not get a clear answer and finally my director whom paused at the question, gave me a simple response, stating the system uses HCAHPS, which stands for Hospital Consumer Assessment of Healthcare Providers and Systems, and their results to adjust our customer service practices. That is not the answer I expected, yet that was the only real answer I received. What is HCAHPS and how is it used, and just how does this form of customer service practice affect reimbursement? I will discuss the answers to these questions and explain in detail how this large hospital organization provides excellence in customer service.

The 2nd Lesson: The concept of patient satisfaction is not equivalent to patient loyalty. The score of four on the Press Ganey means that the patient is six times more likely to use other hospital’s

While advancing from a staff nurse to a preceptor, charge nurse, and now to the Patient Care Manager of the Children’s Emergency Department, I have embraced the teachings and challenges from each role, enabling me to learn and understand the daily life of each member of the nursing team. In each of these positions, I have taken on leadership roles that have allowed me to utilize my natural leadership abilities, yet have challenged me to grow in order to be an effective leader in a real-time hospital setting. During my time at New York Presbyterian/Morgan Stanley Children’s Hospital, I have been surrounded by great leaders who have ignited my inner passion of inspiring others and taught me to lead my team to the next level of their practice. As the chairman of the NYP Quality and

Belizario, S. (2011, August). Inspiring change. Boosting patient satisfaction scores-and nurses’ morale. Nursing 2011, 41(8), 18-21. Retrieved from: http://dx.doi.org/doi:http://dx.doi.org.proxy.library.ohiou.edu/10.1097/01.NURSE.0000399591.81228.3e.

Nursing care delivery is defined as the way task allocation, responsibility, and authority are organized to achieve patient care. Tiedeman and Lookinland (2004) suggested that systems of nursing care delivery are a reflection of social values, management ideology, and economic considerations. (Tiedeman&Lookinland, 2004) According to Fewer (2006), the quality of nursing care delivery systems affects continuity of care, the relationship between nurse and patient, morale, nurse job satisfaction and educational preparation.(Fewer, 2006) Nurses are essential human resources to provide medical services with professional knowledge and skills in the healthcare setting. However, the registered nurse turnover rate has increased in recent years resulting