...INTRODUCTION: Service quality is an approach to manage business processes in order to ensure full satisfaction of the customers which will help to increase competitiveness and effectiveness of the industry. Quality in service is very important especially for the growth and development of service sector business enterprises (Powell, 1995). It works as an antecedent of customer satisfaction (Ruyter and Bloemer, 1995). With the increase of the importance of service sector in the economy of Bangladesh, the measurement of service quality became important. ISO standards are one of the measurement tools of service quality, where quality is defined as the totality of features and characteristics of a product, process or service (Islam & Ahmed, 2005). Private Banks dealing in retail banking Industry is consequently put into lot of pressures due towards increase in global competition. Different strategies are formulated to retain the customer and the key of it is to increase the service quality level. Typically, customers perceive very little difference in the banking products offered by private banks dealing in services as any new offering is quickly matched by competitors. Parasuraman et. al (1985) and Zeithaml et., al (1990) noted that the key strategy for the success and survival of any business institution is the deliverance of quality services to customers. The quality of services offered will determine customer satisfaction and attitudinal loyalty (Ravichandran et al. 2010)...
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...Melonie Miller Organizational Systems and Quality Leadership Task 1 A: Delivering quality care is the priority of the nursing profession as an institution and in order to facilitate this, data driven indicators are employed to measure how effective the care environment is. These nursing sensitive indicators include complications such as urinary tract infection, patient falls, surgical complications, length of hospital stay, restraint prevalence, incidences of failure to rescue, patient satisfaction, pressure ulcers and nursing satisfaction. In the case of Mr. J, the demented rabbi, who as a nurse supervisor I am responsible for, nursing sensitive indicators are crucial in monitoring the level of care and making adjustments so that the patient will recover as quickly as possible. Modern nursing, aided by linear flowcharts uses the Pareto principle that states 80% of process or system problems come from 20% of the possible causal factors (Cherry, 2011). This means that by identifying the key and most obnoxious causal factors and focusing effort on relieving them, the problems can have viable solutions. An example of the need to focus on nursing sensitive indicators is the fact that restraints were used on the patient despite only having mild dementia and no previous incident as well as the restraints causing a pressure ulcer would indicate that the patient isn’t receiving the care he deserves. From these two metrics I would assign a CNA to watch over him periodically and release...
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...Case Example: Falls James Brown Measuring Performance Standards/HCS/588 July 10, 2013 Professor Mean Jeans Case Example Falls Patient falls during inpatient hospitalization has become a top safety issue for long term care facilities and hospitals. Inpatient falls have a major impact of length of stay (LOS) especially when fall-related injuries require additional tests (head trauma), surgical interventions (hip fractures), and therapy (physical and rehabilitation therapy). Reducing falls among inpatient (hospitalized patients) is a growing patient safety concern for health care organization. Today, health care organizations are being more proactive in reviewing, evaluating and implementing fall prevention program and strategies. Collecting and analyzing data are vital components for measuring, monitoring, and revising quality and improvement programs. The purpose of this paper is to analyze the case example Falls and examine the data collection methods used to monitor and revise quality improvement programs. Measures to Monitor and Revise Quality Program Implementation According to the Center for Disease Control and Prevention (CDC, 2010), falls are the leading cause of injury among individuals 65 years and older. Falls can result in severe injuries such as hip fractures and head trauma. The economic impact for medically treating and managing fall and fall-related injuries are astronomical. In 200, the U. S health care system spent over $23 billion dollars on falls...
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... 2016 Master’s of Business Administration Partial Fulfillment in the Requirements for MKT 550 Strayer University Healthcare industries have seen recent movements towards continuous quality improvement and this has gained momentum. The healthcare managers that endeavor to achieve excellence take patient perception into account when designing the strategies for quality improvement of care. Recently, the healthcare regulators shifted towards a market -driven approach of turning patient satisfaction surveys into a quality improvement tool for overall organizational performance. Recently, the healthcare regulators shifted towards a market -driven approach of turning patient satisfaction surveys into a quality improvement tool for overall organizational performance. In 1996, evaluation of patient satisfaction was mandatory for all hospitals. A study was conducted in a tertiary teaching hospital in aiming to assess the opinions of clinical staff towards the effect of in-patient satisfaction surveys on the quality improvement process. A favorable result of 94% revealed that the patient was able to judge hospital service quality, especially in its relational, organizational and environmental dimensions. In Germany, measuring satisfaction has been required since 2005 as an element of quality management reports. Since 2002, the Department of Health (DOH) has launched a national survey program in which all NHS trusts have to survey patient satisfaction on an annual basis and report...
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...Implementing Barcode Medication Administration in Hospitals Part Three Creating Change in Organizations/HCS587 April 1, 2013 Dr. Sonnia Oliva Change needs to be evaluated after implementation to determine its effectiveness. The organization and management need to continually monitor BCMA to make sure the organization is benefiting from it and to modify components if necessary. Outcome measurement strategies for BCMA are not conclusive but single studies show its positive impact on patient safety. Additionally, cost, quality, and staff satisfaction are important when determining the effectiveness of BCMA and they all support the use of BCMA as technology that increases patient safety. Effectiveness of Organizational Change Organizations evaluate the effectiveness of change after it is implemented to determine if the change is valuable or costly. Effectiveness of BCMA also needs to be determined to ascertain its ability to increase patient safety by decreasing medication errors. Empirical data on BCMA’s effectiveness is limited and data is also inconclusive. Although, data collection conducted by the Veteran Health Administration (VHA) was used to offer suggestions for improved effectiveness. From 1999 to 2003 data was collected by VHA on the barriers that was making BCMA less effective. Laboratory use, nursing informatics, and interviews were used to determine suggestions VHA would recommend to improve BCMA’s effectiveness. The data was given to the VHA’s...
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...Balanced Scorecard: Measuring performance of an organization involves studying its processes and outcomes to see if it is getting the results it intend to achieve. The best way to determine operational effectiveness is by measuring business performance. There are many methods of measuring performance but the goal is the same — to find out what is working well and what needs to change. Performance measurement can keep a firm on track towards its vision and help achieve its objectives. Balance Scorecard (BSC), an important measure of an organization’s performance is defined as “a document that translates an organization’s mission and strategy into a comprehensive set of performance measures that provides the framework for implementation of its strategy”. A Balance Scorecard strikes a balance between financial and operating measures, links performance to rewards, and gives explicit recognition to diversity of organizational goals. In its simplest form The Balanced Scorecard breaks performance monitoring into four interconnected perspectives: • Financial perspective: Highlights achievement of financially strategic goals, including continued maximization of shareholder value and reasonable return on invested capital for business enterprises. • Customer Perspective: identifies the targeted market segments and measures the company’s success in those segments. It includes customer’s perception of the business, satisfaction, and other value added measures. A non-profit will look to...
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...leaves you with either a loss or a gain. Health care has become so much of a debt on people’s lives when it should be a credit. We as people should be able to have access to healthcare at an affordable price with quality service which are three aspects that are the most important in healthcare access, quality, and cost. Healthcare access is simply being able to have it when you need it although many don’t have it due to cost or because they don’t have the knowledge to access it. Access to healthcare effects the consumer’s quality of life which can lead to fatally. Cost which is being able to afford the healthcare is one of the biggest issues according to www.cdc.gov.com the percent...
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...Jessica Borgstedt HCS 588 Measuring Performance Standards January 19, 2015 Barbara Smith University of Phoenix QI Plan Part Two The organization, that has been selected, is a Critical Access Hospital. A Critical Access Hospital also known as (CAH) is considered a hospital that is under a set of Medicare Conditions of Participation (CoP). With that being said, it is structured differently than the acute hospital CoP. With some of the requirements for the Critical Access Hospital certification that will include having not more than a 25 inpatient bed, while maintaining an annual average length of stay of no more than 96 hours for an acute inpatient care, while offering a 24 hour and 7 day a week emergency care. That being stated they are in a rural area, at least 35 miles away from any other hospital or CAH (What Are Critical Access Hospitals (CAH)?" n.d.). The limited size and the short stay being allowed to CAH's is to encourage a focus on providing the care for common conditions and the outpatient care, meanwhile referring other conditions to larger hospitals (What Are Critical Access Hospitals (CAH)?", n.d.). . The certification will allow Critical Access Hospitals to receive cost-based reimbursement from Medicare instead of the standard fixed payment rate, this compensation has been shown to enhance the financial performance of the small rural hospitals that have been losing money prior to the CAH conversion and has reduced to the hospital closure rates (What Are Critical...
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...QI Plan Part II- Quality Data Collection Quality data collection is an important tool used in health care organizations to collect data, using those data as information. Based on those results, the findings used for strategic planning, management, and effective decision-making plans. Data collection has been an important method and tool as an important quality for improvement in hospitals and health care organizations. Quality improvement is a process of measuring and improving services that can help leaders understand the direction of quality the organization needs. This paper will include areas of potential quality improvement for the St. Joseph hospital that was selected during the QI plan part one previously. The paper will also discuss the areas of potential improvement for the organization, data needed to monitor improvement in performance areas, data collection tools used for performance information, and contrasting those tools. Also tools to measure and display QI data are also identified with types of information each tool measures and displays. Finally, the tools will also be compared and contrasted as well as describing how helpful they are for healthcare organizations. Areas of Potential Improvement for the Organization Quality improvements in hospitals are an essential in maintaining patient satisfaction and services for better performance. The process is to advance the quality of care and outcomes for patients using the services offered at the facility (Walker...
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...Higher National Diploma in HEALTH & SOCIAL CARE MANAGEMENT Unit Title: Unit 26 Facilitating Change in Health and Social Care Assignment Title: Assessment One Student Name & Number | Alliance Ntumba Menakuntima 588080 | Unit Lecturer: | Melvin Brown | Group: | | Issue Date: | 23.09.15 | Draft Submission: | | Final Submission: | 30.11.15 | IV Name & Date: | Turnitin Details: Enrolment Password: 115511Class ID: 3024029 | Executive Summary “Even if you are on the right track, you will get run over if you just sit there” (Will Rogers, 1920, p 6) This report examines the types of changes that health and social care services are constantly exposed to could be political, environmental, social, technological, legal and environmental and the challenges attached to some of these factors. It provides measurable method to weight up the effectiveness of the changes and its impact in the sector. It presents findings on the influence of the changes in the organisation and gives suggestions on the organisation’s ways to respond to changes. Introduction Change according to Nolan (2009; p 45) is the process of shifting from a current condition to a sought after condition. Change is inevitable within organisations because it is a never ending cycle and the driving force for the change could either be internal or external to the organisation or even the mixture...
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...Project is for you to culminate the learning achieved in the course by describing your understanding and application of knowledge of accreditation and the delivery of health care services. While my topic is not one of these topics, it might be good to include these ideas in the paper : Total Quality Management in Health Care Costs of Quality Baldrige National Quality Award for Health Care Originations The role of Variation in Quality Improvement Quality Improvement Tools Measuring Consumer Satisfaction High Performance Teams and Quality Improvement Measuring and Assessing Patient Safety Failure Mode and Effects Analysis (FMEA) Regulatory Issues Advantages of CQI Application in Health Care Third Party Measurement Systems Conceptual Framework for Measuring the Quality of Health Care Measuring and Regulating Health Care in the United States The Role of Joint Commission on Accreditation of Hospitals Accreditation is required for Licensure The Joint Commission Approach to Quality Assurance Improving The Performance of Quality Improvement Teams My working title : Craftsman to Scientist : Working Through a Quality Transition. Working thesis : The manner in which physicians manage their role in the evolution of healthcare from a single clinician cottage craft to a scientific...
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...and how we can improve the performance of the hospital within National Health Service. So that, the CEP researchers do a survey of clinicians and hospital managers that show, how well are NHS hospitals managed - and what could be done to improve this? Also the author mentioned that there is a significant different in the performance of hospitals within NHS, also the measure used and the all indicators show a wide spread of performance between hospitals. Moreover, as the author mentioned that the variation in performance parallels other parts of economy. In addition, they do a new study and they apply to hospitals a modified version of the methodology for measuring management practices that we have used successfully in the manufacturing and retail sectors. Also they do another study and they interviewed doctors and managers in orthopedics and cardiology in acute hospitals in England, using an evaluation tool that defines and scores 18 different management practices from one to five. And the author mention that they score management practices within three broadly defined areas which is Monitoring, People and Target setting. The author shows that they did an interview for 161 clinicians and managers and they got a high response rate 61% of all acute hospitals in England. The author indicates that the better clinical outcomes, shorter waiting times, better financial performance and higher staff satisfaction always will be at hospital with higher management scores. As we know that...
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... The Joint Commission The Joint Commission continually seeks to improve health care for the public (The Joint Commission, 2013). The Joint Commission began in 1910 as an evaluation process called “the end result system of hospital standardization” to determine successful treatments of patients. Over the next 40 years, The Joint Commission evolved into a collaboration system. In 1951, several stakeholders, such as the ACP, the AMA, the AHA, and the CMA, join to create the Joint Commission on Accreditation of Hospitals (JCAH). This organization serves to provide voluntary accreditation for health care agencies. This accreditation system inspires health care organizations to “provide safe and effective health care of the highest quality and value” (The Joint Commission, 2013, para. 3). Therefore, by evaluation and accreditation of more than 20,000 health care organizations, JCAHO is the nation’s oldest and largest accrediting agency in health care. Thus, to earn and maintain JCAHO’s “Golden Seal” of approval, an organization must submit to an on-site survey every three years. Structure and Role The source of JCAHO’s authority comes from a government of 32 members on the Board of Commissioners. Among the members are administrators, physicians, nurses, quality experts, educators, and labor representatives. These members bring a diversity of experience in public policy, business, and health care. The Joint Commission’s scope of service includes the active monitoring of regulatory...
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...Six Sigma Quality: Application in the Healthcare Industry With increasing concerns regarding the Affordable Care Act, one can only imagine its effect on quality in the healthcare industry. Healthcare in the United States is progressively becoming inefficient, expensive, and wasteful. Americans are growing impatient with the rising health care costs, and are concerned that quality received is not matching the high end value. At this point, it would be an ideal time for the healthcare industry to reevaluate the question proposed in the article “Is Health Care Ready for Six Sigma?” by Mark R. Chassin. The article explores the underlying issues that surround the healthcare industry, and improvements that can be made by using Six Sigma Quality. Since the quality of healthcare is difficult to measure, this approach aims to increase efficiency through a systematic design. This design investigates the many defects associated with the healthcare industry and use a valid measure of quality to improve healthcare services. The costs of health insurance and healthcare in general are rising at an accelerated rate opposed to wages and inflation. From the year 2000 to 2006, healthcare premiums increased 87%, while inflation and wages only increased 3.5% and 3.8%, respectively (1). In our current healthcare system, many Americans are finding it difficult to afford health insurance. Most of the time, it is only affordable, because it is made available through one’s employer. ...
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...Quality Improvement Email Glorybel Rodriguez HCS/588 Measuring Performance Standards November 24, 2014 Dr. Debbie Simmons Quality Improvement Email Health care organizations aim to provide both quality and safe patient care. These two fundamental and critical concepts in health care require continuous effort. “Organizations must make an intentional effort to measure, assess, and improve performance” (Spath, 2014, pp.266). Quality improvement (QI) is essential for the continued success of an organization as it reveals specific guidelines and methods to provide consistent and dependable quality services. This paper will discuss QI while focusing on quality management’s role and importance in health care, stakeholder’s different views of quality, QI roles, and what areas in health care require monitoring. Additionally, involved accrediting and regulatory organizations in QI and helpful resources and organizations that affect QI will be discussed. Quality Management According to Kelly (2011), quality management refers to how managers operating in various types of health services organizations and settings understand, explain, and continuously improve their organizations to allow them to deliver quality and safe patient care, promote quality patient and organizational outcomes, and improve health in their communities” (pp. 9). Therefore, the purpose of quality management is to enhance the effectiveness, efficiency, and safety of health care processes to achieve quality...
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