...CASE 4 4.1. Quality is the ability to meet the target operational goals. Any measurement of quality should therefore be defined in the way it is able to satisfy the expressed and the implicit need of the process. There are many ways that the hotel can use to measure quality aspects of its operations. One of such way would be through the assessment of the external quality which in this case refers to customer satisfaction. Customer satisfaction can be assessed through various means using the financial and non financial attributes. The overall satisfaction of the consumer is expressed in their reaction towards the product or services offered. A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customer served can also be sued to assess the satisfaction of customer and therefore the improvement in quality (Drucker, 2004). The other way can be through the assessment of the internal quality marked by the efficiency of the internal operation of the hotel. This can be assessed by the way in which hotel function in scheduling of jobs, reduction in internal conflicts, reduced complains from the customers. These are some of the way that can be used to assess internal quality improvement. But the generally the delivery of services to customers will be the best way that will be used to assess improvement in quality of goods and services. 4.2. The purpose of any quality improvement...
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...head: HEALING HOSPITAL: A DARING PARADIGM Healing Hospital: A Daring Paradigm John Thompson Grand Canyon University: HLT 310V February 12, 2012 Healing Hospital: A Daring Paradigm Hospitals are constantly trying to improve. They are looking for ways to reduce costs, streamline treatments, more efficiently use staff, and improve patient satisfaction. In regard to its patients, a hospital’s role is to promote healing. “Although hospitals have long been thought of as places to cure disease, new ideas about what hospitals should be and how they should function are creating new challenges for hospital designers and caregivers” (Research Design Connections, 2004, ¶ 1). The healing hospital paradigm is a new concept that some hospitals are implementing to achieve a healing environment. This paper will: explore the reasoning behind this new model; discuss components of healing hospitals, including their connection to spirituality; and identify the challenges of implementing such a paradigm. Reasoning for Healing Hospital The healing hospital model both provides and reaps many benefits. The paradigm not only benefits the patient but also the healthcare team and the community in which it serves. It has been shown to result in “patient satisfaction, improved outcomes, caregiver satisfaction with increased chance for a positive sense of meaning in work and community satisfaction” (Zarren, n.d., p. 5). The institution that implements the healing hospital model receives...
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...HEALING HOSPITAL: A DARING PARADIGM Healthcare can be a very demanding field where professionals are overworked and burnt out which in turn impacts the care of the patient. Patients’ deserve to have compassionate and loving care while they are ill and in an extremely vulnerable state. The concept of the “Healing Hospital” is traditionally based on the belief that healthcare must grow from deep compassion (Baptist Healing Trust, n.d.). The hospital environment is generally a place for diagnosing and treating of illness and disease with the implementation of technology and pharmaceuticals. The concept of focusing on the person as a whole is often missed or not even thought of when a patient is seeking medical care or is hospitalized. Patients are placed in a very vulnerable situation upon admission to the hospital where they are losing their personal freedom and dignity. The Healing Hospital is about compassion and skill accompanying the use of new technology and drugs (Chapman, 2011). Components of a Healing Hospital The “Healing Hospital” as described in Radical Loving Care is not made of just walls, windows and mortar, but exudes the culture of love and caring (Chapman, 2011). The three fundamental components of this hospital are a healing physical environment, the integration of work design and technology, and the culture of radical loving care. When these components intertwine with the framework of the Golden Thread, they merge together to create an environment that...
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...Spirituality in Healing Hospitals Ryan Sidebottom April 22, 2012 HLT 310V Spirituality in Healthcare Grand Canyon University A growing topic in healthcare today is the focus on promoting a “healing” environment. While many consider all hospitals, nursing homes and rehabilitation centers to be healing facilities they are not recognized as such by the Baptist Healing Trust of Nashville Tennessee. To be deemed a “healing hospital” a facility possesses three key components which are not only physical in nature but spiritual as well. By recognizing the relationship between the two, a facility is able to overcome many of the barriers that present challenges for other companies. By identifying the key components and broken barriers one can distinguish the difference between a designated healing hospital and one that is not. According to the Baptist Healing Trust of Nashville Tennessee, the three key components of a healing hospital are: A healing physical environment; the integration of work and design technology; A culture of “Radical Loving Care” (Eberst 2008). To achieve the designation of being a “healing hospital” all three of these components must be put into place from both the physical and spiritual aspect. The component of providing a healing physical environment is much different than having a facility that has the capability of saving lives, performing surgeries, or simply treating illness. While all of these things are necessary, a healing hospital must be able to provide...
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...Patient-Centered Culture Executive Summary Hospitals should be preparing now for a decade of reduction in Medicare payments that will result from the Affordable Care Act and Budget Control Act of 2011. Many healthcare leaders are anticipating the Centers for Medicare and Medicaid Services’ (CMS) value based purchasing program (VBP), a strategy used by employers, and increasingly the Federal government, to use their market power as a force to promote quality and value of health care services. The overarching goal of VBP is a health care system, built on value, with a clear return for every dollar spent. According to AHRQ, value-based health care purchasing enables buyers to hold providers of health care accountable for both cost and quality of care. Value-based purchasing brings together information on the quality of health care, including patient outcomes and health status, with data on the dollar outlays going towards health. It focuses on managing the use of the health care system to reduce inappropriate care and to identify and reward the best-performing providers. To qualify for the incentive payouts, hospital executives need to look intently at ways to boosts Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. At Windber Medical Center (WMC), this is a 54-bed capacity hospital in western Pennsylvania, invested in a patient-centered culture that helped facilitate improvements in their HCAHPS scores. Hospital VBP links a portion of hospitals’ Inpatient...
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...HEALING HOSPITAL: A DARING PARADIGM Healing Hospital: A Daring Paradigm Sibil Johnson Grand Canyon University :HLT 310 Prof.Maria Quimba March 31st,2012 Introduction The healing paradigm focuses on the holistic approach to healthcare and healing. The concept is based on the ancient tradition love is the foundation of healing. The mission of the healing hospital is to provide high quality care with compassion, reduce stress to patient and family due to illness and improve quality of life in the community. Erie Chapman introduced the concept of Radical Love for healing in healthcare .There are three major elements essential to achieve the ultimatum of a healing hospital. At Mercy Gilbert Medical Center, commitment through the Radical Loving Care philosophy and a healing environment. An environment that helps patients feel safe and comfortable, one that reminds staff why they chose healthcare as their profession, and one that not only creates a healing facility but also a healing culture. Components of Healing A Healing Physical Environment The physical environment of a healing hospital designed in a way to reduce stress and to improve patient comfort. Examples are carpeted hallway, no overhead paging except emergencies, nursing staff carries wireless phone for communication to physicians, special silencer to cleaning machines. The focus is on promoting quiet surroundings that helps in healing. Reduction in noise provides calmer and...
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...A Healing Hospital™ (a designation awarded by the Baptist Healing Trust, Nashville, Tenn.) goes beyond the glass, bricks and mortar. The Mercy Gilbert Medical Center Healing Hospital™ culture is what sets it apart. The Healing Hospital™ concept includes three key components: 1. A healing physical environment 2. The integration of work design and technology 3. A culture of Radical Loving Care 2. I wanted Mercy Gilbert to be free from overhead paging, in-room intercoms, loud machines rolling down hard, long hallways or voices calling to each other at the nurse’s station. 3. For a hospital to promote healing, it needs to provide a quiet environment that allows patients to sleep. Patients’ bodies perform the most repair during sleep. Cells regenerate faster during sleep. So why, in the very setting where healing is most needed, do hospitals allow for high levels of noise and sleep deprivation? 4. A good healing hospital offers highly technical advancements, but is able to integrate the technology into a caring environment delivered by a compassionate staff. 5. A second key component of a Healing Hospital™ is the integration of work design and technology. Working with our designers, we found ways to enable staff to work more efficiently, to provide additional privacy and security for patients and to use technology to promote the healing environment. 6. The third and most critical component of a Healing Hospital™ is embracing a culture of Radical...
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...Healing Hospitals: A daring paradigm Mercy Cooper Grand Canyon University: Spirituality in Health Care HLT 310V 11/24/13 Healing Hospitals: A Daring Paradigm Hospitals are embracing the paradigm of healing hospitals. This concept is based on research evidence that suggests that the environment of care has significant implications on patient outcomes. Creation of a healing environment thus represents a concerted effort to comprehensively address all the factors that contribute to the disease process (Giemer-Flanders, 2009). Healing physical environments comprise of the following components: healing physical environments, a culture of loving care, integration of technology into work design, and blended medicine. Healing hospitals, unlike traditional hospitals, concerned for the person as a whole. Caring for the whole person consists of attending to the persons mind, body, spirit, and the environment. Blended medicine, the first component of a healing hospital, refers to the use of both conventional medicine and complementary and alternative therapies. Conventional medicine is an evidence-based meaning that its clinical utility and effectiveness in the treatment of a given disease has been validated through high-quality clinical trials. Alternatively, the treatments may have been shown to be more effective in the treatment of a certain disease or they may have withstood the test of time. Complementary and alternative medicine, on the other hand, employs techniques that...
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...11. Culture of Quality at Arnold Palmer Hospital Why is it important for Arnold Palmer to get a patient's assessment of health care quality? Does the patient have the expertise to judge the health care he/she receives? Arnold Palmer Hospital exists due to its customers (patients). Knowing the customers' expectations is very important for improving the hospital's services. If patient/s is/are disgruntled by any service/s, the hospital should be thinking about ways to improve their process. Further, a patient's assessment enables the hospital to know whether their services would be recommended to others, after all, word of mouth is the best advertising. Also, patients will not have the expertise to judge the quality of health care they received, if and only if, they have not been provided with the detailed information on their health problems and the corresponding medical diagnosis/treatments. Considering the fact that the patients are provided with this information at Arnold PalmerHospital, I believe that patients can judge better regarding their own care than any third-party organizations or health inspectors. How would you build a culture of quality in an organization, such as Arnold Palmer Hospital? In my eyes, customer satisfaction is everything. So, it would be very important for me to ensure that the hospital staff cares for the patients, and that the staff is responsive to the patient’s needs. Further, all the four determinants of quality have to be successfully met: ...
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...Healing Hospital: A Running head: HEALING HOSPITAL: A DARING PARADIGM 1 Healing Hospital: A Daring Paradigm Ruth Casanova Grand Canyon University Spirituality in Health Care HLT 310V March 25, 2012 Healing Hospital: A Healing Hospital: A Daring Paradigm Introduction The healing hospital paradigm is a hospital model that focuses on the recovery and 2 wellness of the patient as a whole. Unlike traditional care models that mainly focus on cures for ailments by way of medications, procedures and other medical interventions, healing hospitals take into consideration the whole person; body, mind and spirit as well as the environment in which they are cared for as an integral part of the healing process. In these hospitals, a holistic and family-centered care approach is crucial. There are 3 major elements that are basic to a healing hospital: a culture of fundamental love, an environment that fosters healing and aids in recovery and finally an integration of technology and an efficient work design to deliver safe and timely care. This paper will present the elements that comprise a healing hospital, the role that spirituality plays in the recovery of health as well as potential challenges that may impede progression towards the future implementation this model of care. Elements of a Healing Hospital A healing hospital is more than the physical building and the grounds that surround it. A healing hospital is a complete entity that is comprised of the patients, their...
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...national debt (Makary, 2012). Through transparency, however, we can empower consumers to make the practice of medicine more honest, address the cost crisis, and make hospitals accountable to the delivery of safer care. Advocacy is an important role nurses must take for their patients. One example Makary (2012) provided was a nurse who will administer a medicine even if she believes it was ordered incorrectly, because that hospital...
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...Running head: Healing Hospital 1. Introduction Healing hospital is a place or rather a holistic and integrated environment where "Healing will take place more quickly, thoroughly, and meaningfully" with the entire staff ".... charged with the promotion of healing by creating an overall healing environment" (Jacobs, 2009). In essence therefore the healing hospital differs from the conventional hospital in that it provides for a multitude of levels of advancing the healing process; which includes, the community, the staff and a variety of technical and design aspects for placing healing into an advantageous context. Therefore, a healing hospital will provide not only for the physical aspects of healing but will also make provision for the psychological, social and spiritual aspects that integrate the various components into a comprehensive and inclusive process. In this sense the healing hospital has been described as an overall healing environment 2. Components of a Healing Hospital The healing hospital has been associated with the vision of a "Culture of Health" and with a more daring and innovative approach to healthcare than is usually the norm in our complex and often overly specialized and compartmentalized world (MCDH Adopts “Healing Hospital” Wellness Program). One of the central components of this culture of health is education. The education process is used in an integrated way to assist patients in the hospital as well as in the...
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...expertise to judge the health care he/she receives? Arnold Palmer Hospital primarily focuses on providing quality health care to their patients, seeking feedback from patients helps the hospital in knowing customer's expectations which is important in improving their services. If customer expectations are not met, the hospital should be thinking about the ways to improve their process/services. Furthermore, a patient's assessment enables them to improve performance and achieve better results. It also helps in providing the staff with the information they need to improve performace which would lead to better patient satisfaction. Keeping patients and their family satisfied is essential for the hospital's success and growth. Poor customer service may result in negative word-of-mouth that the hospital wants to avoid. Patients today can judge better regarding their health care quality than anyone else. When patients are given quality service experience and provided with the detailed information on their health problems and the corresponding medical diagnosis and treatments they will be in a position to judge the health care he/she receives. How would you build a culture of quality in an organization, such as Arnold Palmer Hospital? Arnold Palmer Hospital's primary goal is to provide quality health care to their patients. To achieve this goal they have to ensure that patients get the best customer service in their hospital. The following dimensions of quality should be applied to all...
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...Running head: HEALING HOSPITAL: A DARING PARADIGM Healing Hospital: A Daring Paradigm Noranita Arms Grand Canyon University Spirituality in Health Care HLT 310V August 10, 2012 Healing Hospital: A Daring Paradigm The Healing Hospital paradigm focuses on the Holistic approach to health care (Chapman, 2007). Many of the Healing Hospitals and other clinical facilities have made the transition from treating illness only to an over-all healing approach. The Healing Hospital paradigm addresses the healing of the whole person, spirit, soul and body (Chapman, 2007). The over-all approach includes the well being of the patient, cognitive, emotional and the relationship to spirituality. Healing a word used by the Anglo-Saxon which means to make whole (Merriam-Webster’s Collegiate Dictionary, 2003). In today’s hospital environment, our main focus is placed on technology, medications, and treating a diagnosis (Mendocino Coast District Hospital, 2009). The mission of a healing hospital is to improve health. There are very few hospitals that have made it their mission to heal and not just treat the signs and symptoms of illness. Healing is more than simply an academic exercise. Healing Hospital concept specifies three key components: 1. A Healing Physical Environment 2. The Integration of Work Design and Technology 3. A Culture of Radical Loving Care A Healing Physical Environment includes the type of care the patient is receiving and the conditions that a patient is...
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...with the hospitals top management the admitting department has to be strengthened through hiring of extra staffs which is an action plan that has been developed. This will address the challenges in the delays and subsequently resulting in poor service to the patients. This move will deliver genuine action plan to tackle the difficult issues within the admitting department. Upon hiring the new stuffs should be oriented to adapt to the new culture faster. I will also ensure that there is constant reinforcement of the strategy by the leaders. Some new stuff will a bit resist to the new culture in the hospital but I will ensure that proper staff education is in place before hiring. Next is to provide the new staffs with the capability and to carry out the hospitals new strategy. Then adopt post implementation adjustments reflecting on the new stuffs recommendation. Then finally is to foster new team environment. 2. To ensure success to the strategy I will ensure I first collect a robust data and after that provide good evidence for the need of this action plan to be facilitated and also demonstrate to the hospital leaders and top staffs and this move is very critical in securing executive champion. I should also in preparation for the process anticipate for ht challenges because it is common that changes come with challenges and I have to take steps earlier to forestall them. In the course of implementation also should constantly share results as it will create a culture of transparency...
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