Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room      services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic      services
• Some      rehabilitation therapies
• Inpatient      pharmacy services
• Geriatric      services
• Consumer      physician referral services

Recently, the CEO has been hearing complaints from both patients and staff, varying from long wait times to rude physicians. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and to satisfactorily resolve them.

Scenario Continued

You started inviting various members of the organization to join you in the QI development team. You received an email back from the Chief Financial Officer who questioned the value of surveying patient satisfaction. You must craft an email response to her explaining the role of patient satisfaction in quality improvement and why it is important.

Instructions

Your email should use proper email formatting (including subject line description) and contain language appropriate to the receiver.

Emails are typically formatted in the following way:

1. Begin with a greeting

2. Thank the recipient

3. State your purpose

4. Add your closing remarks

5. End with a closing

Although an email does not typically include citations, you may have to provide support for your statements, particularly those that involve numerical statistics and quotes from other sources. You would cite this per APA in your email.

  

Deliverable 3 – Patient Satisfaction in Quality Improvement

Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic services
• Some rehabilitation therapies
• Inpatient pharmacy services
• Geriatric services
• Consumer physician referral services

Recently, the CEO has been hearing complaints from both patients and staff, varying from long wait times to rude physicians. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and to satisfactorily resolve them.

Scenario Continued

You started inviting various members of the organization to join you in the QI development team. You received an email back from the Chief Financial Officer who questioned the value of surveying patient satisfaction. You must craft an email response to her explaining the role of patient satisfaction in quality improvement and why it is important.

Instructions

Your email should use proper email formatting (including subject line description) and contain language appropriate to the receiver.

Emails are typically formatted in the following way:

1. Begin with a greeting
2. Thank the recipient
3. State your purpose
4. Add your closing remarks
5. End with a closing

Although an email does not typically include citations, you may have to provide support for your statements, particularly those that involve numerical statistics and quotes from other sources. You would cite this per APA in your email.

Grading Scale 

2 pages

Correctly defines patient satisfaction.

Discusses the importance a patient satisfaction survey.

Correctly defines examples of the relation of patient satisfaction and quality improvement.

Clearly provides sample questions that measure patient satisfaction.

 

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1. Explain what particular type of leadership style is needed to begin a robust leadership that contributes to growing the healthcare organization.
   1. Describe what leadership is.
   2. Discuss some leadership styles used in healthcare.
   3. Compare and contrast leadership styles in healthcare.
2. Design and create the role of your Operations Manager, so that person can be empowered to be more effective in that role. 
   1. Decisions support systems.
   2. Communication availability and use.
   3. Technology availability and use.
3. Put a system in place to limit the likelihood of being able to commit fraud.
   1. Focus on efficiency using decision support system resources.
   2. Describe technology software that could add value to an anti-fraud system.
   3. Explain the compliance and regulatory rulings regarding healthcare fraud.

 

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Instructions

LTD Acceptance is a private property and auto insurance carrier that specializes in sports cars and motorcycles. This organization is owned by LTD Capital, a large equity group with over 15 holdings. LTD Acceptance is the parent company’s single largest holding as it drives 70% of total revenue. Due to the inherent risk involved in that segment of the market, many of LTD Acceptance’s competitors do not offer policies for sports cars or motorcycles. This market segment is underserved which is why the organization has 20,000 active policies for a sports car or a motorcycle.

LTD is headquartered in Houston, TX. LTD does not sell insurance directly to the public. Instead, it uses third-party agents to sell its policies. LTD handles all customer service needs including claims intake, policy services, and general questions. The company operates in four states: California, Texas, Louisiana, and Florida. Currently, LTD does not have an active system in place to ensure that its agents are in fact using LTD guidelines to screen potential policyholders. However, no evidence of negligence has emerged so far as the organization has yet to have a year in which it was not profitable. LTD has also had the good fortune of not suffering losses because of natural disasters or catastrophic events.

LTD Acceptance has 18,000 active policies in its book of business, and the firm is yet to experience a year period with high loss ratios. To increase its profitability ratios, LTD has invested the premium dollars across various asset classes. LTD’s Chief Financial Officer (CFO) believes the organization should take a calculated risk and allocate the assets more aggressively. As the senior risk analyst, you have carefully analyzed the organization’s numbers and strongly believe that LTD’s favorable loss ratios are a result of chance and not through the sensible use of the firm’s systematic framework for managing risk. You also believe the CFO is purely looking at the rewards and not the risks. Therefore, you do not believe the firm should increase risk exposures at this time.

To convey your point of view, you have decided to conduct a cost-benefit analysis report which should include the following:

• For this report, provide an introduction which discusses the relationship between risk and reward. Using the information provided in the background of this case, explain why the organization may appear to be in a better position on paper than it really is.
• Include at least two ways how each party listed below can be adversely impacted if the organization suffers losses as a result of a more aggressive approach.     
  • Policyholders
  • Shareholders
  • Vendors
  • Creditors
  • Employees
• Also include a discussion on how effective financial management aligns with overall risk management.
• Your conclusion should highlight how the risk assumed in an organization’s activities should be consistent with its long term goals. All business activities include inherent risks. Thus, all the activities and risks the firm takes should help them reach their long-term goals. If the managers engage in activities that create risks outside of this scope, it can create problems. For instance, most firms have the goal of driving sustainability. However, if they are highly leveraged, then seeking additional credit for a project can derail the long term goal of sustainability.
• Please include 2 references 
• 2 pages

 

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 Competency

Evaluate the role and importance of the patient experience.

Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room      services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic      services
• Some      rehabilitation therapies
• Inpatient pharmacy      services
• Geriatric      services and
• Consumer      physician referral services

Recently, the CEO has been hearing complaints from both patients and staff. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and satisfactorily resolve them.

Scenario Continued

The Public Information Officer for Chaparral Regional Hospital as contacted you requesting information for the employee newsletter. In particular, she would like you to write a short article with an accompanying infographic detailing the role and importance of the patient experience when working towards quality improvement.

Instructions

The article should address the role and importance of the patient experience in healthcare when working towards quality improvement. Both the article and the infographic should include appropriate information and graphics.

The goal of the article is to provide the reader with valuable information and enlighten them about the subject. Therefore, your article should be more persuasive than academic. In the article, you will address the role of the patient experience in healthcare and its importance. 

  

1.Discuss the role of the patient experience in relation to the hospital services listed.

2. Provides an infographic related to the patient experience.

3. Provides the importance of the patient experience.

4.Critiques the relationship of the patient experience and quality improvements.

APA formatting for the article, and proper grammar, punctuation, and form are required. 2 pages 

 

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