...Resource Management 5 Patient Satisfaction 5 Bibliography 6 United Health Care Introduction United Health Care Company is one of the biggest organizations in the field of health care. Richard Burke created this company in the year 1977. United Healthcare is the main sector of United Health Group Company, providing its services over 75 million patients globally, in every field of health treatment and care for their patients. The main motive of United Healthcare is to provide expert services to everyone-which helps the people to live a healthy life. United Health Care has very clear set of goals and committed to fulfill the future targets as well as to increase the level of performance and up gradation of treatment and services for the betterment of patients. The organization is very keen about quality services in health care at a fair and reasonable price. But they never compromise the standards of proficiency and ethics. For this reason United Healthcare emphasizes the relationship or bonding between physician and patients and tries to fulfill the promises and commitments. They also provide proper guidance and valuable information to the people with full of feelings also to serve the individuals or group or the whole society as quick as possible. The main motive of this paper is directing the citizen’s need of health care in future and also to evaluate the strategies with proper planning regarding: network, satisfaction of patients, and recruitment of nurses...
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...Customer Satisfaction and Quality Care HCA 375 Vivian Day July 16, 2012 Customer Satisfaction and Quality Care The determining factor for providing a dynamic, ongoing relationship between your patients/clients and your healthcare facility, making certain your patients/clients come back to you for additional services, and encouraging affirmative word-of-mouth referrals from previous patients is consumer satisfaction. A noteworthy trend in the progress of modern healthcare is the participation of clients/patients in managing their healthcare. A consumer satisfaction measure is crucial if the administrator is to assess the amenities being delivered and to guarantee the desired clinical results to meet the client/patient’s wishes. Statistics can be collected that will allow the manager to make variations in programming for quality improvement (QI) based on the feedback given by consumers. A consumer satisfaction measure is a kind of QI tool that is intended to get feedback right from patients/clients about their view of the quality of services they receive from your facility, the usefulness of those services, and the results they have achieved. A consumer satisfaction measure is an instrument that must be a crucial part of any QI program that can be used to measure the end treatment and how it relates to the original plan of treatment and real services provided. “As techniques to measure the quality of healthcare proliferate and improve, health professionals are...
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...citizens that have more social status, money and education have a lot more choices and control over things like occupational opportunities, salaries and the neighborhoods. The politics have an effect on clinics because when the law is put in place, federal funds will follow. It will make healthcare more accessible and available to millions of people in the United States. The growth of clinics has become very important since the passage of the Patient Protect and Affordable Care Act and the Healthcare and Education Reconciliation Act of 2010. The social elements and factors of health are the most important determinants of whether individuals stay healthy or ill. 2. What would be a good mission statement? A good mission statement in my opinion would be to continue to improve the quality and characteristic of health care services provided to the communities that we assist by establishing an environment that supports and encourages physician participation, acknowledges the value and contributions of our employees, along with striving to meet the unique healthcare need of our local communities. Our goal is to provide outstanding and exceptional physical, emotional and spiritual care for each our patients and their families. It is important to build a work environment where each person is appreciated, cherished and has an opportunity for personal and professional growth. Our mission permits and allows...
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...The Primary Care Clinic Patients in today’s busy world demand convenience which has lead to the rise of local centralized primary care facilities. The purpose of this paper is to look at forces that have influenced the development of the clinic, a mission statement, key performance indicators to measure effectiveness, decisions regarding clinic expansion, the role of the clinic in the community, and influences of public healthcare policy on outpatient clinics. Discuss the key political, economic, and social forces that may have influenced the development of the clinic. Politics can hamper development of private healthcare organizations by compromising quality, limiting accessibility or feasibility, or increasing the cost of healthcare through laws, regulations, policies, requirements of private practice, and monitoring of services (Griffith & White, 2007). The primary care clinic must balance the requirements and regulations of private practice while creating a market for quality healthcare in the community marketplace. The clinic model has advantages over other models in that it allows practitioners a level of economy in sharing their medical facilities, equipment and staff with others, minimizing overhead and allowing them to keep the rising cost of healthcare lower by sharing equity. Improved patient quality is also provided by medical specialists involved in primary care in a single cohesive environment, and patient satisfaction can be increased through a...
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...recent survey, the quality of service of Davis Health Care needs improvement. Research suggests that patient safety measures like hourly rounding by nursing personnel positively impacts patient fall rates, call light usage and overall patient satisfaction (Olrich et al., 2012, p. 25). Patients are likely to recover and thrive in an environment where they know that they are being acknowledged, monitored and their concerns are being addressed. Health care facilities that have instituted hourly rounding, where nursing staff (e.g. registered nurses, licensed practical/vocational nurses and nurse aides) check in on the patients and inquire of the needs of patients on an hourly basis, have been faced with barriers prior to implementation. Many of the nursing staff would reluctant toward the idea of practicing hourly rounds as this is often perceived as time-consuming strategy. However, if we institute hourly rounding at Davis Health Care, we will notice remarkable improvement in our next survey scores. The Model for Evidence-Based Practice Change by Rosswurm and Larrabee (1999) suggests that the initial step is to search for where there is a need for change in the clinical setting. Once an improvement team (consisting of unit managers, nurse researchers, quality improvement nurses, a statistician, etc.) forms, we find ways to identify an improvement goal. Unstructured brainstorming allows the team to contribute ways in which to improve the quality of services at Davis Health Care. Ideas...
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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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...indicators reflect the structure, process and outcomes of nursing care. These are measurable indicators of the quality of care provided to patients. Quality and/or quantity of nursing care can and does affect patient outcomes and the understanding of these measurements can assist in the planning and implementation of nursing care so that appropriate, quality health care with positive outcomes can be achieved. Poor performance on these indicators means not only is the quality of the care provided not good enough, but also they lead to longer, much more expensive hospital stays with poorer outcomes for the patient. Use of restraints for safety is, unfortunately, sometimes necessary. Options to explore first should be: Is there a family member that can come and sit with the patient to keep calm and safe? Does the hospital itself provide sitters in the room for safety? Can the patient be moved to a room closer to the nurse’s station so they can be monitored by staff? Does the hospital have a “niche” cart to keep their confused patients busy? When restraints are used, it is of utmost importance to release the restraints every hour for range of motion exercise and to turn the patient hourly to prevent pressure ulcer and DVT occurrence. More importantly, if a pressure ulcer is starting to form, it must be documented per institution protocol and the patient must be turned and kept off the site so the pressure ulcer does not progress. Although not addressed in this scenario, is the head of...
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...The population that our public health center services is a large and rural area. There are very few resources for dental care for these individuals. We currently have two offices but we find it difficult to be able to provide treatment for individuals who have little to no income and do not have state insurance due to our limited resources. It is a challenge to make sure that we have enough patient’s coming in with insurance to over compensate for the patients who don’t so we can provide services at a lower fee for them. In Missouri, we are waiting on a proposition for the governor to release funding to Missouri residents who have Medicaid for Adults (this only covers limited dental services currently). Once this is available, there will be a large flow of patients for our clinic. This is amazing for our community because we will be able to help so many of them with Oral care and hygiene. The new challenge with this initiative would be balance our patient load and having enough doctors and assistants to provide the treatment. Healthcare is about providing services and giving back to the patients. A patient with limited resources makes it hard for them to receive the quality care that they need. When patients aren’t been cared for it puts the facility in jeopardy. Facilities need funds in order to maintain operation and pay employees. Hopefully, the funding is released to the Missouri residents so they can start getting the healthcare that they need. | | What is the...
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...presentation of data can be used in the workplace (Bennett, Briggs, & Triola, 2009). Predictions are made based on the data collected. The workplace is a healthcare organization, such as on a post-partum unit provide opportunities to collect, organize, observe and interpret information regarding this population. The purpose of this paper is to determine which methods of statistics are used as a measuring tool and what levels of measurements are used or could be used to improve the decision-making process for this organization. Statistics in the Workplace Many areas of the hospital facility use statistics in measurement. How do statistics affect this hospital healthcare facility in women services? One example is measuring nurse/patient ratios based on patient census and acuity. Patient acuity and census determines how many nurses are assigned to each patient based on their acuity. This also ensures patient and personnel safety. Patient satisfaction surveys are performed to improve patient care outcome as measured by HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems); these tactics were discovered by the Studer Group. HCAHPS encourages leaders and staff members alike to realize the results are meaningful and that they translate to better, more consistent quality care, which in turn translates to better patient outcome (Robinson & Cook, RN, 2010). Other examples, flu vaccinations offered to each mother during flu season (October-February), C-sections to epidural...
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...transition into a digital world of information, it is not a surprise that healthcare industries join in this evolution. From handwritten charts to endless paperwork, the trend for healthcare industries to adopt electronic health records (EHR) has taken hold, and is completely reinventing what we know of health care today. Mercy Medical Center (MMC), a large and very well respected inner-city hospital, has been transitioning from paper charts to electronic health records over the last 5 years. MMC has also adopted additional informatics applications that, when combined with other applications, provide the hospital with a vast network of information that is readily available to healthcare professionals. While the transition to EHR was not an easy task, the advantages of this evolution are immense. “Information technology influences the manner in which nurses practice, how they are educated, and the methods of providing and documenting patient care” (Rivers, Blake, & Lindgren, 2008, para. 2). With the use of informational systems and EHRs in the healthcare setting, the nursing profession has made huge advancements in the quality of patient care. There are two main Hospital Information Systems (HISs) that are used within MMC, they are known as Meditech and GE Healthcare Centricity. The same vendor does not provide the two HISs, however, both are used concurrently in the management and organization of patient information. While the two HISs do not interface with each other,...
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...Strategic Quality Management and Customer Satisfaction MGT449 February 28, 2011 Rich Wagner Strategic Quality Management and Customer Satisfaction Strategic planning, as noted in our text, “is the process whereby organizations develop a vision, a mission, guiding principles, broad objectives, and specific strategies for achieving the broad objectives.” (Goetsch & Davis, 2010). Without strategic planning, it is unlikely that an organization will be successful. This is especially important because of the global competition that exists in most industries. Because each step of the strategic planning process builds on the last, it is important to complete the steps in the order listed above. Learning Team A will go through the strategic planning process for Blue Cross/Blue Shield. SWOT Analysis of BlueCross/BlueShield Health insurance is something that all Americans should think about before buying. There are many health insurance companies; some larger than others. When buying health insurance, consumers may want to consider the type of coverage needed, and the price of the coverage. As the cost of health care increases, health insurance rates increase also. BlueCross/BlueShield is one of the leading health insurance companies in America. Even though Blue Cross/Blue Shield is one of the leading health insurance companies, the company must offer affordable healthcare insurance policies and a variety of benefits and coverage to accommodate every individual’s needs...
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...QI Plan Part I- Consumerism HCS/588 October 17, 2011 QI Plan Part I- Consumerism Healthcare organizations have a responsibility to its consumers and various stakeholders to ensure only the highest quality care is delivered. Quality measures such as performance measurement and quality improvement processes play a critical role in helping organizations achieve quality outcomes. This paper will contrast performance measurement and quality improvement processes. In addition, this paper will discuss a healthcare organization, Gulf Coast Medical Center, its mission and QI goals, and the role of the consumer and stakeholders in the QI process. Performance Measurement vs. Quality Improvement Processes Performance measures are an important element of the overall quality management of an organization. “Performance measures quantitatively tell us something important about our products, services, and the processes that produce them” (Oak Ridge Institute for Science and Education, n.d.). In the healthcare industry, performance measures are a tool used to help understand, manage, and improve what healthcare organizations do. Performance measures are composed of units of measure; a number to tell how much, a unit to give the number a meaning of what, each tying in to the overall target number. In contrast, quality improvement (QI) focuses on bridging the gap between current levels of quality and expected levels of quality. “QI uses...
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...of patient- care in hospitals, nursing homes, ambulatory care sites, and other health care settings. Penant Hospital is 200- bed hospital located close to the inner city. We serve mainly people from low socio-economic backgrounds, average age 65years. There is a large migrant population in the area, with demography of blacks, whites and Hispanics. Penant hospital was established almost fifty years ago and is part of a large corporation. We are Joint Commission accredited and have over 400 medical staff. Our dedication to providing quality, compassionate, cost effective healthcare that is responsive to the needs of our patients, physicians and community is firmly established in our mission. We provide many services to our community. These services encompass emergency care, breast care, inpatient hospice care, behavioral health, laboratory services, wound care, orthopedics as well as pain management. Penant Hospital has an administrative team which comprises of Chief Executive Officer (CEO), Chief Medical Officer(CMO), Chief Nursing Officer(CNO), Chief Financial Officer (CFO) , Chief Organizational Officer (COO) and Director of Risk Management. Their job expectations and responsibilities include but are not limited to the development of a broader set of leadership and technical skills as well as to increase their understanding of healthcare delivery and its effectiveness (Hospitals, 2014). Critical to care (and the business) is the rights and best interest of the patients, focusing...
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...Morale and Job Satisfaction: UHS Decline in Employee Morale and Job Satisfaction: UHS Established in 1978 United Health Services has deemed itself as a top standing healthcare management corporation. For the past thirty two years the company has expanded operating through affiliate hospitals, behavioral health facilities and ambulatory centers nationwide. The organization has been ranked as one of the top “Fortune 500 “largest corporations for 2011. With all of the accolades and successful growth it would be difficult to point out any discrepancies that the organization could have as it relates to organizational behavior. The company has progressed from several facilities in 1978 to a conglomerate of facilities in the millennium. The organization is the 5th largest for profit hospital managed Health Care Company that is currently competing with increased growth in the Physician owned facilities. The company is the largest publicly known trader of psychiatric and substance abuse facilities. What meaning does these accomplishments mean when they have prospered and flourished to the extent that it exceeds the expectations of the business owner but on many levels fail to meet expectations of the employees and the patients. When evaluating the company success there is no doubt the intangible business decisions have led them to acquire a great deal of recognition as a franchise. Many would argue that a franchise should be more than for profit when it comes to the healthcare setting....
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...Accreditation Audit Task 1 Western Governors University A. Compliance Status Nightingale Community Hospital is not-for-profit, acute care hospital that houses 180 beds. Nightingale provides services in many areas such as general medicine, critical care, emergency services, oncology, cardiology, etc. Nightingale has four core values: safety, community, teamwork, and accountability. Nightingale’s vision is that patients, employees, physicians, volunteers, and community choose Nightingale’s as the hospital to receive care or to seek employment. To create a healing environment, with a passionate commitment to healthcare excellence is the goal of Nightingale. The next anticipated Joint Commission visit is about 13 months away. Over 20,000 health care organizations in the United States are accredited and certified by the Joint Commission. To receive accreditation from the Joint Commission is recognized nationwide as a symbol that certain performance standards of quality have been reached. A three-year accreditation cycle is standard for all member health care organizations. A two-year accreditation cycle is standard for laboratories. The Joint Commission provides the organization’s accreditation decision, the date the organization was awarded accreditation, but it does not provide the organization’s findings public. There are four Joint Commission focus areas for Nightingale and they are: Information Management, Medication Management, Communication, and Infection Control...
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