patient satisfaction in quality improvement 1

Competency

Evaluate the role and importance of patient satisfaction.

Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

Emergency room services
Intensive care
Surgical care
Obstetrics
Diagnostic services
Some rehabilitation therapies
Inpatient pharmacy services
Geriatric services
Consumer physician referral services

Recently, the CEO has been hearing complaints from both patients and staff, varying from long wait times to rude physicians. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and to satisfactorily resolve them.

Scenario Continued

You started inviting various members of the organization to join you in the QI development team. You received an email back from the Chief Financial Officer who questioned the value of surveying patient satisfaction. You must craft an email response to her explaining the role of patient satisfaction in quality improvement and why it is important.

Instructions

Your email should use proper email formatting (including subject line description) and contain language appropriate to the receiver.

Emails are typically formatted in the following way:

Begin with a greeting
Thank the recipient
State your purpose
Add your closing remarks
End with a closing

Although an email does not typically include citations, you may have to provide support for your statements, particularly those that involve numerical statistics and quotes from other sources. You would cite this per APA in your email.

APA formatting for the email, and proper grammar, punctuation, and form is required.

Grading Rubric

F	F	C	B	A
0	1	2	3	4
No Pass	No Pass	Competence	Proficiency	Mastery
Not Submitted	Does not demonstrate comprehensive knowledge or skill	Demonstrates comprehensive knowledge or skills	Demonstrated mastery exceeds level of comprehensive knowledge or skills	Uses mastery of competency to devise alternate solutions and create new value
Not Submitted	No noticeable attempt to define patient satisfaction.	Correctly defines patient satisfaction.	Correctly defines patient satisfaction while providing supporting details.	Correctly defines patient satisfaction and discusses this in relation to healthcare while providing supporting details.
Not Submitted	No noticeable attempt to discuss the importance of surveying patient satisfaction.	Discusses the importance a patient satisfaction survey.	Provides examples of the importance of patient satisfaction surveys with supporting detail.	Provides examples of the importance of patient satisfaction surveys and thoroughly discusses supporting details.
Not Submitted	No noticeable attempt to discuss the importance of patient satisfaction in quality improvement.	Correctly defines examples of the relation of patient satisfaction and quality improvement.	Correctly defines examples of the relation of patient satisfaction and quality improvement with supporting details.	Correctly defines examples of the relation of patient satisfaction and quality improvement while thoroughly discussing details of the relationship.
Not Submitted	No noticeable attempt to provide sample questions that measure patient satisfaction.	Clearly provides sample questions that measure patient satisfaction.	Clearly provides sample questions that measure patient satisfaction while providing support to the importance of these questions.	Provides thorough and concise sample questions that measure patient satisfaction while providing support to the importance of these questions.

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