Access the Learnscape Toolwire Lab “Customer Satisfaction”. Progress through scenes 1-6 and respond to all prompts. Based on the information you gathered from the meetings in the scenario and your outside research using academic and credible sources, provide the current quality improvement data and make recommendations for improvement. You can use the notes you have taken throughout your interviews. It is important to back up your recommendation with the analysis of the information gained from the staff. Your recommendation will be submitted in an APA paper format. Your sources should back credible and academic ones and up or support your points. Your recommendation should be written at a high level.
Review the rubric so you know the expectations for this project. Your recommendation should be comprehensive and include the specific areas found in the rubric.
Address the following key concepts as you write your recommendation:
Write an overview of the scenario and include your problem statement. (See the Glossary for information about a problem statement)
Describe your role as a consultant in this scenario. Include information from interviews conducted with all personnel in the scenario.
Provide a clear definition of TQM and its benefits when adapted to healthcare. For example, what are the requirements for TQM? What role does management play? How does TQM address internal customers and who are they in healthcare?
What recommendations do you have for the three key areas that need improvement based on the Customer Service scenario’s patient survey? Describe the 4 key areas found in the Customer Service scenario. How does one of the 4 c’s “correctness” address medical errors? Define the Donabedian model and its relevance to the urgent care facility. What are care outcomes and what types of standards must be met to ensure quality care? What role does TQM play in patient safety?
What recommendations do you have for the three key areas that need improvement based on the Customer Service scenario’s patient survey? What are your recommendations to reduce the patient waiting time? How is data collected in TQM?
Describe the connections between policy and social forces and access to healthcare. Include an assessment of the given scenario and the Iron Triangle. How does the rising cost of healthcare affect patient satisfaction? What recommendations can be made to address these costs? Describe at least one regulatory body or policy that affects access to healthcare.
What are your recommendations to reduce the patient wait time? What are care outcomes and what types of standards must be met to ensure quality care?
What role does TQM play in patient safety?
Describe the 4 key areas found in the Customer Service scenario. How does one of the 4 C’s “correctness” address medical errors? Define the Donabedian model and its relevance to the urgent care facility. What are care outcomes and what types of standards must be met to ensure quality care? What role does TQM play in patient safety?
Explain critical practice guidelines and how they can influence the quality of care and improve physician efficiency. Where can physicians easily find evidence-based practice guidelines?
Describe the difference between a patient-focused philosophy of treatment and a technology-focused one? Provide examples from Beth-Isreal in Boston and Cedars-Sinai in LA.
How does the rising cost of healthcare affect patient satisfaction? What recommendations can be made to address these costs?
What issues with communication is the urgent care facility facing? Recommendation for improvement?
You are submitting an analysis and this includes a problem statement, factual summary, options for resolution, and recommended specific actions for the facility. Your analysis and recommendation must be written using APA format for a paper.