The Purpose Of This Assignment Is To Apply The Processes

The Purpose Of This Assignment Is To Apply The Processes Involved To D

The purpose of this assignment is to apply the processes involved to develop an improvement plan that will prevent similar customer complaints. Using the template attached, respond to the required elements listed below and make sure to include detail for each element in your improvement plan. The template document you submit should be between three and four pages in length.

Required Elements:

  1. Scenario: Create your own detail to relate what may have occurred once you had an appointment for lab testing or a diagnostic test (e.g., MRI, CT scan, etc.), and the facility environment was disorderly and unclean. Describe in detail everything that occurred to ensure that the CQI team understands the complexity of the issue.
  2. Data Elements: Describe a minimum of three data elements you would gather to fully assess the situation and assist you with improving the customer satisfaction scenario you chose.
  3. CQI Methods: Outline the CQI method (Pareto, Fishbone, or Flowchart) you would utilize to develop your improvement plan. Explain your plan for improvement.
  4. CQI Team Members: Identify three stakeholders within the organization you will include on your CQI team. Identify the communication barriers that may occur between the stakeholders based on their role in the organization when analyzing the cause of the complaint. Discuss possible solutions and the development of an effective improvement plan.
  5. Cost-Quality Impact: Analyze how cost and quality are linked based on your scenario. Identify the potential impact to the organization if the issue is not resolved.
  6. Evaluation Plan: Describe how you will evaluate the success or failure of the plan. Identify the steps you would take to determine if the plan is effective. Include at least two scholarly sources that support your ideas or statements.

Due date: 3/7/20 @9am eastern with plagiarism report

Paper For Above instruction

In healthcare environments, maintaining a high standard of cleanliness and orderliness is crucial for patient satisfaction and safety. However, disruptions such as disorderly and unclean facility environments during diagnostic appointments can significantly impact patient perceptions and outcomes. This paper presents a comprehensive improvement plan aimed at addressing a scenario where a patient encounters an unprofessional environment during a diagnostic test, utilizing Continuous Quality Improvement (CQI) tools and strategies to enhance service quality.

Scenario Description

Imagine a patient arriving for a scheduled MRI scan at a diagnostic center. Upon entering, the patient observes cluttered reception counters, unclean waiting areas, and staff engaged in disorganized activities without apparent regard for cleanliness or orderliness. The technician assigned to the MRI is running behind schedule, and the patient experiences long wait times. During the wait, the environment's disorderly state heightens anxiety, and the uncleanliness raises concerns about infection control practices. When finally called for the test, the staff's rushed attitude and evident stress further diminish patient confidence. This scenario encapsulates a complex issue involving staff workflow, environmental hygiene, and communication, all impacting the patient experience and satisfaction.

Data Elements for Assessment

To effectively assess the situation, we would gather data on:

  1. Patient satisfaction scores and feedback related to cleanliness, staff professionalism, and wait times.
  2. Environment cleanliness audits, including scores from facility inspections focusing on sanitation standards in waiting and testing areas.
  3. Staff workflow and scheduling data to identify bottlenecks, staffing adequacies, and overtime patterns contributing to disorganization and hurried procedures.

These data elements will provide a comprehensive understanding of environmental, operational, and perceptual factors influencing patient experience and help identify targeted intervention areas.

Choice of CQI Method and Improvement Plan

The Fishbone (Ishikawa) diagram method is suitable for analyzing this multifaceted issue as it allows detailed visualization of potential causes across categories such as People, Processes, Environment, and Equipment. Using this approach, the CQI team can systematically identify root causes, such as inadequate staff training, poor hygiene protocols, or inefficient scheduling systems.

The improvement plan involves first conducting staff training emphasizing environmental hygiene and customer service. Implementing standardized cleaning protocols and regular audits will address cleanliness concerns. Additionally, re-evaluating staff schedules to reduce workload and eliminate bottlenecks will improve workflow. Establishing clear communication channels among staff members ensures consistent patient updates, reducing anxiety and perceived chaos during appointments.

Stakeholders and Communication Barriers

The three key stakeholders identified are:

  1. Facility Manager: Responsible for overall operational oversight and enforcing cleanliness standards.
  2. Medical Technicians and Staff: Directly involved in patient care, testing procedures, and maintaining the environment.
  3. Front Desk and Administrative Staff: First point of contact for patients, managing scheduling and communication.
  4. Potential communication barriers include differences in priorities; managers may focus on organizational efficiency, while staff prioritize workload management and patient interaction. These differences can lead to misinterpretations or insufficient feedback sharing. Solutions involve establishing regular interdisciplinary meetings, utilizing shared digital platforms for updates, and fostering a culture of open, patient-centered communication to develop an effective improvement plan.
  5. Cost-Quality Link and Organizational Impact
  6. Financially, poor environment hygiene and disorganized workflows can lead to increased costs due to repeat testing, patient complaints, legal liabilities, or regulatory fines. Quality-wise, patient safety and satisfaction are compromised, potentially resulting in reputational damage and decreased patient trust. If unresolved, these issues could intensify, leading to declining service quality and financial losses, underscoring the importance of proactive CQI interventions.
  7. Addressing these issues proactively not only reduces costs related to rework and complaints but also enhances overall care quality, fostering patient loyalty and compliance with healthcare standards.
  8. Evaluation Plan
  9. To evaluate the success of the implemented improvement plan, the team will monitor post-implementation patient satisfaction surveys, with specific focus on cleanliness and staff professionalism, comparing these metrics with baseline data prior to intervention. Additionally, regular environmental cleanliness audits and staff workflow assessments will measure adherence to protocols and operational improvements.
  10. Key indicators of success include:
  • Improvement in patient satisfaction scores by at least 20% within three months.
  • Adherence to cleanliness and workflow protocols as evidenced by audit results.
  • Reduction in patient complaints related to the environment and wait times.

Continuous feedback loops, including staff and patient surveys, will inform ongoing adjustments, ensuring that the CQI process remains dynamic and effective.

References

  • Leonard, M., & Masoud, A. (2019). Implementing Continuous Quality Improvement in Healthcare: Strategies and Best Practices. Journal of Healthcare Quality, 41(2), 68-75.
  • Abou Hashish, E. (2020). Impact of Environmental Hygiene on Patient Satisfaction in Healthcare Facilities. International Journal of Hospital Management, 87, 102408.
  • Berta, W., et al. (2018). Using Fishbone Diagrams to Identify Root Causes of Healthcare Errors. BMJ Quality & Safety, 27(12), 1011-1013.
  • Garrity, T., et al. (2017). Enhancing Patient Satisfaction: The Role of Facility Environment. Patient Experience Journal, 4(2), 78-85.
  • Maas, C., et al. (2016). Workflow Optimization in Diagnostic Imaging Centers. Health Services Management Research, 29(2), 76-82.
  • American Society for Quality (ASQ). (2020). Tools for Continuous Quality Improvement in Healthcare. ASQ Publications.
  • Steeman, M., et al. (2019). Improving Healthcare Quality Through Staff Training and Environment Management. International Journal for Quality in Health Care, 31(8), 541-546.
  • Sharma, S., & Singh, R. (2021). Organizational Culture and Communication in Healthcare Quality Improvement. Journal of Healthcare Management, 66(3), 195-208.
  • Brereton, J., et al. (2018). Assessing the Impact of Cleanliness Protocols on Patient Satisfaction. Journal of Medical Practice Management, 33(4), 231-237.
  • Harper, D., & Carter, M. (2020). Cost-Quality Relationship in Healthcare Systems. Healthcare Financial Management, 74(6), 20-27.

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