Patient Satisfaction Selection Committee Case Study

For this interview I had the opportunity to speak to Vicky Ronald, RN, BSN, OCN. She has been working as a nurse for 20 years now and stated that she loves what she does because it is a gift and a blessing to contribute in healing patients. This interview is a brief history and description of how Vicky made it to the top of the Nursing ladder, her roles, past experience and how she integrates HIPAA to maintain patient confidentiality.

| Customer Satisfaction * Complete the customer satisfaction every quarter; addressing over 50% of all negative statements * Build a strong family base * Set up a nurse hot line * Reduce patient utilize the emergency departments

Surveys are often used to evaluate systems within health care entities. Such objective data is often used by leadership within an organization to evaluate the effectiveness of organizational systems and processes. Suppose there was a recent decline in patient satisfaction, employee satisfaction, and culture of safety surveys. As an innovative healthcare leader, how would you approach addressing this recent data?

As a reminder, our public hearing will be on Novemeber 15th, we won’t aim to bring nearly as many people, however, please do try to bring 2 people each. As soon as I have the date for the capacity interview I will send it

Conducting a thorough evaluation using the seven categories should provide useful information about North Macomb Medical Associates overall patient satisfaction. The employees should view the assessment as a learning experience. The first area that will be reviewed facilities leadership. This criteria evaluates how the senior leaders, which in the case of North Macomb Medical Assistants would be the owner, the four other physicians, and the office manager. According to the National Institute of Standards and Technology (NIST) (2015), “senior leaders play a central role in setting values and directions, communicating, creating and balancing value for all stakeholders, and creating an organizational focus on action, including transformational change in the organization’s structure and culture, when needed” (p. 3).

Hospitals are experiencing a financial impact with being reimbursed for the medical services provided to the patients. This can contribute to the patient having hospital acquired or related illnesses because of poor and inadequate quality of care rendered by the staff. Medicare and Medicaid are raising the bar with reimbursing the hospital for the medical services. They are basing the reimbursing for medical services upon the quality of care, patient satisfaction with services, mortality and readmission to the hospital rate (Carpenter, Short, Williams, Yandell, & Bowers, 2015, p. 255). As the level of quality of care is rendered to the patient, the medical staff objective becomes fostering patient centered care. This will increase patient satisfaction

My name is Andrew String and I am a freshman majoring in Government and Politics and a CIVICUS associate. I was interested in perhaps joining in a committee group for SGA and I was directed to email you. I have done my research and was interested in the Student Affairs committee. Before committing I was wondering what kind of time commitment the Student Affairs committee is and where they would meet.

At this time, we have quite a few volunteers stepping up and the Vice-Chairs and I will be getting together in our next conference call and discussing placement.

At times, with certain things, my patience level is not as high as it should be. I tend to want things right in the moment. Even though I am not patient, it can still have a good impact on my work. Because I am not the most patient person, once I start working on an assignment or something, I always am impatient and want to finish it right there and then. This could be seen as a good attribute because I always finish work quickly once I have started it. This could be a good asset to your company because there are many people out there who are very relaxed and take long breaks on work. I am the complete opposite of those people, and I am impatient when completing work and wanting to finish it quickly.

I am going to play devils advocate a bit here in regard to health care centers using patient satisfaction survey measures to improve the quality of care they provide to patients. Of course nurse and patient satisfaction surveys play an important role in keeping health care providers accountable for the patient care they deliver and ensuring nursing staffing levels are adequate to guarantee patient safety in medical settings. However, having worked in the health care arena for fifteen years, there are times that patient satisfaction survey metrics can be detrimental to health care providers’ careers and the quality of patient care delivered. For instance, Robbins (2015) explains sometimes health care providers will go out of their way to give patients what

This project has the potential to improve patient satisfaction, staff satisfaction, and 30-day readmission rates. In addition, increasing patient readiness for discharge will decrease adverse outcomes for patients with diabetes.

According to the Centers for Medicare and Medicaid Services (n.d.), the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) is a standardized survey utilized to understand a patient’s perception of hospital care. The HCAHPS survey is comprised of five separate categories of topics, including your care from nurses, your care from doctors, your experiences in the hospital, when you left the hospital, and understanding your care when you left the hospital. The following will address three measures to improve patient satisfaction scores within the subject when you left the hospital.

Thank you so much for your response. I really appreciate it. I hear and understand the patient volume concern. My opinion is that there could be a need for another NP on Mondays and Fridays when there is one provider here. Today, for example, Dr. Guthrie is in surgery and then got called into a C-section and therefore all patients were rescheduled. 3 staff members are sitting here today with no patients to see.

One month to get the committee in place and name the key people and their individual responsibilities

-Examine at least three (3) examples of quality initiatives that could increase patient satisfaction and potentially reduce healthcare cost. Support your response with examples of the successful application your chosen quality initiatives.