...Patient Satisfaction an External Influence Walden University Abstract Patient Satisfaction is an external Influence that impacts every medical Institution. It allows for Institution to gain knowledge and awareness in real time from patient evaluations. These surveys are publically reported for future patient knowledge. Health Care Administrators have a very significant role in understanding their patient’s point of view. Patient Satisfaction is a goal for every Administrator to obtain for future growth and development in the institution they manage. Maintenance Patient Satisfaction an External Influence Patient Satisfaction is a key component and important in every health care environment. No, the patient is not always right. However, satisfying your patient is essential. Medical institutions provide a service, and this is not just any service. These are services that patients pay for and demand a certain level of care to be rendered. Some patients pay out of pocket or thorough a form of insurance: HMO, PPO, MCO, Medicare, Medicaid, CHIP, etc… (Shi and Singh, 2012). No matter the form of payment an Administrators goal and responsibility is to assure that patients are satisfied from every aspect and level of care delivered. Nancy Stanley, Nurse Manager of the John Hopkins Hospital (JHH), Medical Surgical Pediatrics unit allowed for me to interview her and asked questions as it pertain to specifically her unit...
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...Patient Satisfaction Introduction [The medical field is very important to us all, and when you become the patient in a hospital your mindset changes all together. This paper will be about patient satisfaction while in the hospital. There are major concerns when patients or their family are admitted into the hospital. Hospitals are very concerned with patient satisfaction and the scores that come with it. Patient satisfaction is very important in hospital settings. The patients are the heartbeat to the large body of doctors, nurses, aids, and dietary. Being able to effectively make the patients stay or visit more satisfactory is important in a hospital. The hospital process is strict on patient satisfaction being admitted, dietary, and being discharge has a major effect on patient satisfaction.] No One Likes To Be Admitted [When you or a family member has to take a trip to the emergency room they think that they will be fixed and (took out they) back home they go. The time spent in the hospital emergency room is one thing, but when it is time to be admitted things change for the family. After you have been seen and you find out your or your family will be admitted, the process of patient satisfaction and the scores begin. Patient satisfactions while being admitted to the hospital different things occur. The process of being transported from the emergency room to the unit can affect patient satisfaction scores. In measuring quality...
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...Patient Satisfaction HCA 375 Continuous Quality Monitoring and Accreditation 05/20/2013 If you recently saw a doctor at the hospital, you might subsequently receive a survey in the mail asking whether your physician was friendly, spent enough time with you, or showed the appropriate level of concern for your medical issues. Reliability is a must have in the hospital setting in order for patients to trust the person giving care, “reliability is defined as the performance of a dependable and accurate service” (Mowen, Licata, & McPhail, 1993). Patient satisfaction surveys are being increasingly used in hospitals nationwide. A leading organization measuring patient satisfaction, counts more than 10,000 medical institutions in the U.S., and over 40% of hospitals, among its clients. Happy patients are obviously important, but doctors often have little idea of how patients perceive them. Gauging patient sentiment with satisfaction scores is a useful way to point out deficiencies and improve the patient experience. In fact, doctors who consciously try to improve their patient interactions are sued less often. Now it is recommended that doctors spend more time with their patients so the patient has the opportunity to ask any questions necessary without feeling like they are being limited or rushed. At the VA hospital the doctors are on the job 24 hours a day and the patient charts are updated every shift so that if there is a problem with a patient the doctor will have the...
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...Patient satisfaction at XYZ Medical Group Project Goals At XYZ Medical Group, we strive to provide excellent pediatric care to our patient population. The question that we want answered is “Does XYZ Medical Group meets the needs of its patients.” We also want to see the relationship between patient overall experiences and, if asked, will they refer their family and friends to our organization. Additionally, we want to see how we compare to other organizations in today’s health care environment. The 2014 XYZ Medical Group Patient Assessment Survey project evaluated the pediatric patient experience with the quality of care received during calendar year 2013. We will also have the opportunity to compare our survey results to the 2013 California Patient Assessment Survey (PAS), conducted for calendar year 2013 by California Healthcare Performance information Systems (CHPI), which evaluated 173 California Physician organizations. Our survey asked commercially-insured patients enrolled in Health Maintenance Organizations (HMOs) and Preferred Provider Organizations (PPOs) to evaluate certain areas of quality, primarily focusing on: • Access to care • Interactions between doctors and patients • Helpfulness of office staff • Overall ratings of the doctor Literary Review Patient satisfaction surveys have been utilizes for years in United States and in other countries, including the United Kingdom. In an article, “Can patients assess the quality of health care” by...
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...What is patient satisfaction? Is it access to care, communication, treatment received leading to unnecessary testing, staffing, training, or privacy issues? All of them have an impact. Every patient have experiences that are quite different, however, many can agree that their main concern is the quality of care. Many facilities like hospitals, clinics, and major health care insurance companies have been struggling to control the numbers of disgruntled patients complaining about the quality service they received at their provider offices. Even though this is dealt with an institutional level, the United States Department of Health and Human Services also struggles at a federal level as they try to find ways to improve quality of health care for their people. Every year, Congress is given a report submitted by the United States Department of Health and Human Services from various agencies, such as Agency for Health Care Research and Quality (AHRQ), Centers for Disease Control and Prevention (CDC), Centers for Medicare & Medicaid Services (CMS), Health Resources & Services Administration (HRSA), Food & Drug Administration (FDA), Indian Health Services (HIS), National Institutes of Health (NIH), Substance Abuse & Mental Health Services (SAMHSA) of their agency specific quality-strategic plans (AHRQ, 2002). To develop quality-strategic, each agency follows the National Quality Strategy (NQS) guidelines that outlines specific areas that impacts quality. All agencies are trying to...
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...A Critique of the Literature Effects of Nursing Rounds: on patients’ Call Light Use, Satisfaction and Safety. Introduction: The findings of this article will critically review the methods of research, population, systems and data used to obtain results regarding this study. This evaluation of the outcome would determine whether or not there was a need to change the nursing management of patient care. The study would determine if patients were happy with their care and if the rate of falls were minimised. In the health care setting, the call light is an important communication tool for the nursing staff and patients especially in an emergency situation. Title: The title clearly summarises the content of this Journal article which suggests there was either a qualitative or quantitative designed research data used to conclude the findings. There was limited context which was not clearly defined (Meade et al.2006, p 58). Abstract: This is succinct, meaning the writer has been brief and precise with the back ground information about the research article. This...
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...looking for ways to serve in the community. Volunteering also helps retirees make the transition from full-time employment to retirement. High school students need volunteer hours for their college applications. The four-legged volunteers with their human companions brighten the day of patients that may be missing their pets during a hospital stay. Clown volunteers just love clowning around with patients and staff members. Hospital volunteers impact a patient’s satisfaction during a hospital stay. Volunteers serve in many areas of a hospital. Volunteers provide a service to the hospital and this service can potentially increase a hospital’s performance. This paper will address how utilizing volunteers can impact a hospital’s performance as well as help increase patient satisfaction scores. The Value of Volunteers According to the Independent Sector website, the current value of volunteer time for the State of Texas is $22.57 per hour. The national average is $22.14 per hour (www.independentsector.org). Volunteerism in the hospital setting has expanded because of the hospital’s need to provide a higher level of quality care to its patients. Volunteers can help a hospital improve the patient experience. Volunteers also provide a hospital with cost savings in areas where an extra set of hands are needed (Hotchkiss, 2009). The primary costs involved in a hospital volunteer program include: health screening, criminal background check, volunteer uniforms, meal costs, parking...
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...Effects of Nursing Rounds on Patients’ Call light Use, Satisfaction, and Safety Introduction to Nursing Research Effects of Nursing Rounds This is a critique study on “effects of nursing rounds on patients’ call light use, satisfaction, and safety by Christine Meade, PHD, Amy Bursell, PHD and Lyn Ketelsen MBA,RN(2006)”outline as quasi-experimental research design. The author states in this article about patient’s frequent usage of call light in the hospital. Frequent call light usage seems to be an ongoing problem in the hospital setting. This study was to determine how to reduce the call light use and burn out staff, also increase patient satisfaction and safety. Protection of Human Participants. The Benefits of the study was to increase patient’s level of satisfaction in nursing care, improve patient safety, and reduce fall rate and reducing call light. Researcher assessed “humanistic” and “concrete” behaviors. Author found every one or two hour nursing rounds can reduce call light usage, reduce fall rate and improve patient satisfaction and safety. There wasn’t any informed consent used in this study. This was a nonrandom assignment of the hospital units. One and two hour rounding was approved by chief nursing officer and nurse manager. Researcher used a quasi-experimental nonequivalent group’s design study. Because of this design researchers need help from the nursing officers. Nursing units were asked several times to change the rounding...
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...Abstract………………………………………………………………………….. 3 2. About the Hospital………………………………………………………………. 4 3. Patient Satisfaction……………………………………………………………… 10 4. Need and objective of the study………………………………………………… 12 5. Review of literature……………………………………………………………... 13 6. Research Methodology………………………………………………………….. 17 7. Data Analysis……………………………………………………………………. 19 8. Problems Observed and Recommendations……………………………………... 24 9. Conclusion………………………………………………………………………. 25 10. References……………………………………………………………………… 26 11. Questionnaire…………………………………………………………………... 28 Chapter 1 Abstract This project reports on the development and psychometric properties of the patients receiving health care service. The instrument used contains 18 items tapping each of the seven dimensions of satisfaction with medical care like general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctor, and accessibility and convenience. Chapter 2 Seven Hills Healthcare Private Limited About Seven Hills Group has over two decades of experience in the healthcare sector, providing quality healthcare and valuable expertise, supported by a team of compassionate and dedicated medical professionals offering state of the art in-patient and out-patient facilities, focusing on the comfort and safety of our patients and their loved ones. Seven Hills Group currently has two hospitals, located in...
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...Viewpoint * Reimi, operations manager Problem Statement * How can Reimi improve the profitability of the establishment? Key objectives * Improve profitability of the establishment * Achieve quota sales every week * Decrease costs Areas for consideration * Employees * Inventory * Facility Layout Alternative course of action * Design the place/ facility in to better and more attractive, such as adding bands, themes, promotional events Advantage * It can build its competitive advantage and help attract more customers Disadvantage * It will acquire more costs * Deduct the number of full time employees, add part-time employees and train them to be pleasant to the customers Advantage * It will help decrease labor costs Disadvantage * There could be unexpected high demand of customers, so there could be problems in serving them due to lack of employees * Forecast demand and reduce inventory of products/ingredients/materials on days that it is not selling Advantage * There is inventory control and will help decrease inventory costs Disadvantage * There could be shortage of products/ingredients in case of unexpected high demand that will cause unsatisfying customers. Recommendation As an operation manager, since, the size of establishment is only 80 square meters so the place is too small and the employees are too many for it. Considering the fact that most of the weekdays have fewer customers, so...
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...Keller Graduate School of Management Case Study 1: Guest Satisfaction at the Convention Center Hotel Week 3 Irene Garcia Vilardosa HOSP582 Survey of Hospitality Management Dr. Pratt Introduction In order to be successful in the market it is not sufficient to attract new customers. Managers should also concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. In hotel industry, customer satisfaction is largely hooked upon quality of service. A management approach focused on customer satisfaction can improve customer loyalty, thus increasing the positive image of the touristic destination. Hence, exploring the importance for customers of hotel attributes in hotel selection is indispensable. Problems with front office In order to solve the customers dissatisfaction issues related with check in and check out, Frank should take into account the reservations and have more employees working at front desk when the number of reservations is higher so they do not have to be waiting for a long time. During major arrivals and departures days, the staff has to be increased so that the guests are quickly addressed and they can continue with their trips or business without wasting too long. Problems with housekeeping When dealing with a situation as described in which rooms are not ready, there are usually two possible options to consider. Either the housekeeping staff is not enough considering the number of...
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...RETENTION RESEARCH PAPER Nurse Retention 07/28/08 Contents Introduction Literature review Plan of action Discussion Conclusion Introduction The priority goal of every hospital leadership team is to develop and retain a stable workforce that provides high quality patient care (Missouri Hospital Association [MHA], 2005). Nurse retention and recruitment are the top issues that all health organizations are facing in nowadays. They most effectively develop strategies not only to recruit nurses, but to retain experienced and knowledgeable bedside nurses who will deliver an excellent care. Practical retention plans and strategies are crucial to the financial and quality outcomes of an organization (Golden, 2008) Factors that are contributing and affecting nurse retention and consequently causing workforce disruption are related to high turnover, aging workforce, and job dissatisfaction. Literature Review Turnover is costly to an organization, creating significant financial burdens and affecting morale and clinical quality (Golden, 2008). Although the full impact of staff nurse turnover on hospital costs has not been assessed, costs associated with recruitment and hiring, personnel processing and training of new nurses are known to significantly increase as result of high turnover (Weisman, Alexander&Chase, 1981). There are several factors that contribute to hospitals currently high turnover...
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...RETENTION RESEARCH PAPER Nurse Retention Herbert Albert Health Sciences Center School of Nursing 07/28/08 Contents Introduction Literature review Plan of action Discussion Conclusion Introduction The priority goal of every hospital leadership team is to develop and retain a stable workforce that provides high quality patient care (Missouri Hospital Association [MHA], 2005). Nurse retention and recruitment are the top issues that all health organizations are facing in nowadays. They most effectively develop strategies not only to recruit nurses, but to retain experienced and knowledgeable bedside nurses who will deliver an excellent care. Practical retention plans and strategies are crucial to the financial and quality outcomes of an organization (Golden, 2008) Factors that are contributing and affecting nurse retention and consequently causing workforce disruption are related to high turnover, aging workforce, and job dissatisfaction. Literature Review Turnover is costly to an organization, creating significant financial burdens and affecting morale and clinical quality (Golden, 2008). Although the full impact of staff nurse turnover on hospital costs has not been assessed, costs associated with recruitment and hiring, personnel processing and training of new nurses are known to significantly increase as result of high turnover (Weisman, Alexander&Chase, 1981). There are several...
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...condition, the reason for the visit, and so on. Everything is done electronically: The computer pulls the member’s record, processes the new information, and then routes the member to the appropriate staff person for consultation.” He slipped the next image over the map. It showed Quality Care’s own facilities in dull brown. “HealthCare One will have all its facilities up and running on the new system by June. The number two player, MediCenters, is planning to install a similar system by January 1997. I think you should consider it seriously—it’s really the wave of the future.” The last overhead. A model of a “new and improved” Quality Care reception area. No more crowded waiting room. Patients talking with nurses in the privacy of small, partitioned cubicles. Other patients checking in, paying bills, even having their blood pressure taken at attractive computer stations. “I think this one speaks for itself.” Jack let the image sink in for a moment. “But I’ll comment...
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... and then routes the member to tbe appropriate staff person for consultation." He slipped tbe next image over tbe map. It showed Quality Care's own facilities in dull brown. "HealtbCare One will have all its facilities up and running on the Dawn Iacobucci is an associate professor of marketing at the f.L. Kellogg Graduate School of Management at Northwestern University in Evanston. Illinois. 20 new system by June. Tbe number two player, MediCenters, is planning to install a similar system by January 1997. I think you should consider it seriously - it's really tbe wave of tbe future." Tbe last overbead. A model of a "new and improved" Quality Care reception area. No more crowded waiting room. Patients talking with nurses in the privacy of small, partitioned cubicles. Other patients checking in, paying bills, even hav- ing tbeir blood...
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