You Are The Healthcare Manager In A University Medical Cente

You Are The Healthcare Manager In A University Medical Center After A

You are the healthcare manager in a university medical center. After an inspection, JCAHO, your accreditor, notes that patient satisfaction surveys give you a low rating. Although your hospital has a great track record for disease detection, treatment, and monitoring, patients routinely rate their experience at and satisfaction with the hospital as low. In follow-up interviews with patients, JCAHO discovers that patients felt they and their families were not well-informed about upcoming procedures and options. They had a general feeling of uncertainty about their care and treatment. One former patient stated, "The doctor spent more time talking with the medical residents and student nurses than with me!"

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In addressing the scenario where patient satisfaction scores are low despite clinical excellence, several ethical principles must be prioritized. Central to this situation is the principle of respect for autonomy, which emphasizes the importance of informed consent and shared decision-making. Ensuring patients are adequately informed about their procedures and available options supports their right to make autonomous choices about their care (Beauchamp & Childress, 2013). Additionally, beneficence and non-maleficence compel healthcare providers to act in the best interest of patients while avoiding harm, including emotional distress caused by uncertainty and inadequate communication (Kuczewski, 2014). Applying these principles requires a commitment to transparent, compassionate communication to foster trust and improve patient experience. Ethical theorists like Kant would advocate for treating patients as ends in themselves, emphasizing respect, dignity, and honest communication, rather than merely as means to procedural or institutional goals (Kant, 1785/1993). Bentham’s utilitarianism would also support actions that maximize patient happiness, which aligns with improving satisfaction through better information sharing (Beauchamp & Childress, 2013). This ethical framework guides the enhancement of patient-centered communication strategies to foster trust and respect.

The American Hospital Association’s (AHA) Patient Care Partnership emphasizes that patients have the right to be involved in decisions about their care, to be informed about their treatment, and to be treated with respect and dignity. Specifically, it states that “patients have the right to be informed about their health status, treatment options, and expected outcomes” (American Hospital Association, 2018). Applying this to the scenario, it is crucial to improve communication protocols to ensure patients receive clear, complete information regarding upcoming procedures and their options. Moreover, the document advocates for respectful care that recognizes patient preferences and values, thus addressing the feeling of uncertainty expressed by patients. Implementing dedicated patient education sessions, providing written materials, and actively involving families in discussions would align with these principles. It is essential that care providers foster an environment where patients and families feel valued and well-informed, ultimately improving their overall satisfaction and trust in the healthcare system.

The ACHE Code of Ethics underscores the importance of professionalism, integrity, and patient-centered care. It mandates that healthcare managers and providers “promote the health and safety of patients by delivering high-quality, ethical care” and “respect the dignity of all individuals” (American College of Healthcare Executives, 2017). In this context, prioritizing transparent communication and shared decision-making aligns with these ethical commitments. The code also advocates for continuous improvement and accountability, which entails actively seeking feedback and implementing changes based on patient experiences. Action steps, such as staff training on communication skills, implementing standardized procedures for informing patients, and engaging patients and families in care planning, would demonstrate a serious commitment to ethical leadership and quality enhancement. Presenting these initiatives to JCAHO will show that the organization is dedicated to transforming its patient experience and aligning practices with professional ethical standards.

An effective action plan to address low patient satisfaction should begin with establishing a comprehensive communication improvement initiative. This would include training healthcare providers on patient-centered communication strategies, using empathy, active listening, and plain language to explain procedures and options clearly. Developing standardized informational materials and checklists would help ensure consistency and completeness of information shared. Regular patient rounds that include family members and eliciting feedback through satisfaction surveys will provide ongoing assessment of communication effectiveness. Furthermore, implementing a patient and family advisory council can create a platform for continuous improvement based on patient insights. To demonstrate commitment, the organization should set specific goals, such as increasing patient satisfaction scores by a measurable percentage within six months, and report progress transparently to JCAHO. By adopting these targeted strategies, the hospital will show its dedication to ethical care, improved communication, and enhanced patient experience, ultimately aligning with accreditation standards and community expectations.

References

• American College of Healthcare Executives. (2017). Code of ethics for healthcare executives. https://www.ache.org/about-ache/our-story/our-ethics
• American Hospital Association. (2018). Patient Care Partnership: Understanding expectations. https://www.aha.org/system/files/2018-01/Patient-Care-Partnership.pdf
• Beauchamp, T. L., & Childress, J. F. (2013). Principles of biomedical ethics (7th ed.). Oxford University Press.
• Kant, I. (1993). Groundwork of the metaphysics of morals (M. Gregor, Trans.). In N. Schönecker (Ed.), Cambridge University Press. (Original work published 1785)
• Kuczewski, M. (2014). Respecting patients’ autonomy in clinical practice. American Journal of Bioethics, 14(10), 43-44.