Cap 6 Calidad en Hospital Arnold Palmer
Summary
TLDRThe Arnold Palmer Hospital in Orlando, Florida, prioritizes delivering quality healthcare to women and children. With a focus on continuous improvement and total quality management, the hospital involves all employees in quality initiatives. They use benchmarking, surveys, and tools like Pareto and flow charts to measure and enhance patient satisfaction. The hospital's commitment to quality care is evident in its top 10% national ranking for patient satisfaction and high survival rates for critically ill babies.
Takeaways
- 🏥 Quality in a hospital is multifaceted, encompassing not only the physical environment but also the professionalism of staff and the care provided to patients and their families.
- 📊 The Arnold Palmer Hospital in Orlando, Florida, prioritizes delivering quality healthcare and is recognized as one of the largest hospitals for women and children in the United States.
- 🔍 The hospital's approach to quality involves continuous improvement, with process improvement teams focusing on various services such as women's, children's, infant services, and medical.
- 👥 Total quality management is a core philosophy, emphasizing a never-ending process of improvement with the goal of perfection and involving employees through empowerment.
- 📊 Benchmarking is a key strategy, with the hospital comparing its performance against national standards to identify areas for improvement and maintain excellence.
- 💌 Patient feedback is actively sought through detailed surveys sent after discharge, focusing on various aspects of care and service to ensure patient expectations are met.
- 📈 The hospital uses tools like Pareto charts and flowcharts for visual analysis, helping staff quickly understand performance against internal goals and external norms.
- 📊 The executive dashboard is a digital tool that tracks key performance indicators across service, quality, human resources, and financial aspects, aligning the hospital's goals and vision.
- 💬 A strong emphasis is placed on patient satisfaction, with the hospital monitoring daily feedback and taking proactive steps to address any concerns to improve the patient experience.
- 🏅 The hospital's commitment to quality is reflected in its high survival rates for critically ill babies and top 10% national ranking in patient satisfaction.
Q & A
What is the significance of quality in different sectors such as hospitality, manufacturing, and healthcare?
-Quality in different sectors is defined by various factors. In hospitality, it might be the ambience and staff professionalism; in manufacturing, it could be defect-free products; and in healthcare, it involves patient care, family support, and effective communication.
How is quality defined in the context of the Arnold Palmer Hospital?
-At the Arnold Palmer Hospital, quality is defined by the ability to meet customer needs, focusing on delivering top-notch health care, and continuously improving processes and quality initiatives.
What is the role of total quality management (TQM) in the Arnold Palmer Hospital?
-Total quality management at the Arnold Palmer Hospital involves a continuous improvement process, employee empowerment, and benchmarking against the best practices to achieve perfection.
How does the hospital measure patient satisfaction?
-The hospital measures patient satisfaction by mailing an in-depth survey after discharge, participating in national benchmark comparisons, and focusing on whether patients would recommend the hospital to family and friends.
What are some of the key performance indicators that the hospital tracks?
-Key performance indicators include service, quality, human resources, and financial aspects. The hospital uses tools like Pareto charts and flowcharts for quick visual overviews of performance.
How does the hospital involve its employees in the quality improvement process?
-Employees are involved through process improvement teams, empowerment to make decisions, and being given the responsibility to track performance and initiate quality improvement measures.
What is the significance of the executive dashboard in the hospital's quality management?
-The executive dashboard is a digital tool that delivers key measures to the team, focusing on service, quality, human resources, and financial aspects, helping to align the hospital's goals and vision.
How does the hospital respond to patient feedback and complaints?
-The hospital has a 24-hour bedside call service where patients can voice their concerns directly to administrators. The goal is to address issues promptly and leave a lasting positive impression.
What is the hospital's approach to empowering employees in terms of customer service?
-Employees are empowered to provide gifts or services up to $200 to patients who have complaints, ensuring immediate response and resolution to improve patient satisfaction.
What are some of the tools used by the Arnold Palmer Hospital to measure total quality management efforts?
-The hospital uses tools like check sheets, scatter diagrams, cause and effect diagrams, Pareto charts, flow charts, histograms, and statistical process control to measure and improve quality.
How does the hospital's focus on quality impact its national rankings and patient outcomes?
-The hospital's focus on quality has led to one of the highest survival rates for critically ill babies and a top 10% ranking nationwide in patient satisfaction.
Outlines
🏥 Quality in Healthcare: Arnold Palmer Hospital's Approach
This paragraph discusses the concept of quality in various sectors, highlighting its significance in healthcare. It emphasizes the holistic approach to quality at Arnold Palmer Hospital in Orlando, Florida, which extends beyond medical treatment to include patient and family care, communication, and staff empathy. The hospital's commitment to quality is evident in its continuous improvement processes, involving all employees and focusing on benchmarks and customer satisfaction. The hospital's size is noted, but the emphasis is on the quality of patient care, with process improvement teams working across different services. The importance of involving employees through empowerment and using tools like Pareto and flow charts for quality management is also highlighted.
📊 Measuring Quality: Tools and Initiatives at Arnold Palmer Hospital
This paragraph delves into the specific tools and initiatives used by Arnold Palmer Hospital to measure and enhance quality. It explains the use of Pareto charts and flowcharts for visualizing performance against internal goals and national norms. The hospital's focus on employee empowerment is underscored, with staff being trained on quality and customer satisfaction from the outset. The hospital's responsiveness to patient feedback is highlighted, with a 24-hour bedside call service allowing for immediate addressal of patient concerns. The paragraph concludes with the hospital's achievements, including high survival rates for critically ill babies and top 10% national ranking in patient satisfaction.
Mindmap
Keywords
💡Quality
💡Arnold Palmer Hospital
💡Continuous Improvement
💡Patient Satisfaction
💡Benchmarking
💡Process Improvement Teams
💡Total Quality Management (TQM)
💡Employee Empowerment
💡Executive Dashboard
💡Pareto Chart
💡Flowchart
Highlights
Quality in a hospital is defined by the care for the patient and their family, as well as effective communication.
Arnold Palmer Hospital in Orlando, Florida, is one of the five largest hospitals for women and children in the U.S.
The hospital focuses on continuous improvement and total quality management.
Employees are empowered to take responsibility for process improvement initiatives.
Benchmarking is used to compare the hospital's performance against the best standards in the industry.
The hospital mails detailed surveys to patients to gather feedback on the quality of care.
Patient satisfaction is a key metric, with a focus on whether patients would recommend the hospital.
The hospital uses an executive dashboard to track key performance measures.
Quality initiatives and process changes are planned based on patient survey results.
Grassroots level staff are involved in identifying areas for performance tracking and improvement.
The hospital uses tools like Pareto charts and flowcharts to visualize quality management efforts.
New employees receive extensive orientation on quality and customer satisfaction.
Employees are empowered to provide gifts up to $200 to address patient complaints.
A 24-hour bedside call service was implemented to address patient concerns promptly.
The hospital's goal is to resolve issues before patients leave, ensuring a positive impression.
Arnold Palmer Hospital has one of the highest survival rates for critically ill babies.
The hospital is ranked in the top 10% nationwide in patient satisfaction.
Transcripts
[Music]
what is quality in a hotel it might be
embodied in the ambience of the building
or the professionalism of the staff in a
manufactured vehicle it might mean it is
defect free for a restaurant quality
could be reflected in the level of
service provided or a taste of the food
served but what about hospital quality
its taken care of not just our baby but
up and the family and it's also
communication and letting us know what's
going on in situation people who care
there are some staff that really cares
for the patient's family the best
medical staff for my child
great next day quality is defined in
your text as the ability of a product or
service to meet customer needs as you
just heard quality in the eyes of
customers may mean better performance
nicer features and other improvements in
this video we'll see what quality means
at the Arnold Palmer Hospital in Orlando
Florida here delivering quality health
care is top priority
named after the golfing legend the
Medical Center is one of the five
largest hospitals for women and children
in the United States with over 2,000
employees 431 beds and a service area
covering 18 counties in the Central
Florida area
administrators know however the size
isn't the force behind a quality patient
care experience we try to continually
improve our processes and continually
improve our quality initiatives we have
several process improvement teams that
are divvied up between women's services
children's services infant services and
medical
have services and everyone that works
here is involved with that some degree
or another and everyone owns the process
improvement initiative here when
organizations focus on total quality
management they embark on a never-ending
process of continuous improvement where
the belief is that there is always room
for improvement and perfection is the
goal they also involve employees through
empowerment adding responsibility and
moving authority down to the lowest
levels possible in an organization
benchmarking is another key ingredient
this involves selecting a demonstrated
standard of products services costs or
practices that represent the very best
performance let's take a look at what
approaches are used at the Arnold Palmer
Hospital here the hospital provides a
broad range of medical and surgical
services such as neonatal intensive care
pediatric intensive care pediatric
oncology labor and delivery and care for
high-risk pregnancies to determine
whether each patient's expectations of
quality has been met the hospital mails
an in-depth survey can weeks after
discharge to everyone asking for
feedback the hospital participates in a
national benchmark comparison against
other hospitals and has consistently
scored in the top 10% in overall patient
satisfaction question I look at first
and the patient surveys is the question
would you recommend Arnold Palmer
Hospital to your family and friends that
is the key question for us and we're
very fortunate to have had very high
scores in that particular area but I
look at patient satisfaction every day I
come to work every single day that is
the most important thing that I focus on
we do have other measurements and
their initiatives but that is the most
important thing here and we're very very
proud of the high scores that we have
the survey itself is very detailed and
there are a whole host of categories
that I look at involving respect access
the quality of your care the quality of
the medical staff where's your care
coordinated did you receive the
education you needed did you receive the
discharge information you need so you
know I look at all that but the key
question is would you recommend us to
your family and friends and in many
cases if our scores drops we plan
quality initiatives and process changes
based on those survey results often new
measures start at the grassroots level
with the staff closest to an area
wanting to track performance key
measures are delivered to the team via
the executive dashboard the hospital's
digital answer to paper document the
executive dashboard measurements really
are a corporate focus the criteria is
established at the executive staff level
we look at four primary quadrants we
look at service we look at quality we
look at human resources and we looked at
the financial quadrant and within each
of those quadrants than each of the
hospitals that their own standards and
their own measurements but it really
helps us to focus on the same goals
helps us focus on the same vision I
think that's very important for
everybody to be in the same boat and to
be directed in the same way in order to
achieve the results that we all need to
achieve as your cap shows there are
tools used by many organizations to help
measure their total quality management
efforts they include check sheets
scatter diagrams cause an effect diagram
Pareto chart flow charts histograms and
statistical process control
the Arnold Palmer Hospital uses Pareto
charts and fluff charts to give hospital
personnel a quick visual overview of
what's happening in house versus
internal goals and external national
norms Pareto charts identified the few
critical items as opposed to many less
important ones flowcharts graphically
describe a process or system this
benchmarking is critical for
understanding where opportunities exist
for improvements administrators are
quick to recognize that quality isn't
just the responsibility of senior
management new employees are given an
extensive orientation on foot quality
and customer satisfaction meaning and
their role in continuous improvement
this culture of employee empowerment
gives staff the freedom and ability to
quickly respond when something needs to
be addressed in fact employees are
empowered to provide gifts in value up
to two hundred dollars to patients who
find reason to complain about any
hospital service such as food courtesy
responsiveness or cleanliness one recent
response to a need identified at the
grassroots level was the implementation
of the hospital's 24-hour bedside call
service we pride ourselves in the
customer service that we provided Arnold
Palmer Hospital about a year year and a
half ago we instituted an at your
service what we did was we put at each
patient's bedside a little table card
that said if you have any questions
concerns issues with your stay at Arnold
Palmer Hospital we'd like to hear from
you we have a cell phone that is linked
to all of the administrators and we
carry this phone 24 hours a day seven
days a week
we may get calls as easy as can i turn
on my Nickelodeon can you help me with
food but certainly if there are issues
of concern
to the care of that patient we want to
know about it right away our goal is to
make it right before they ever leave our
facility so they will have long lasting
good impression of Arnold Palmer
Hospital this environment is very unique
and there aren't too many jobs that you
can have that you can have such a
positive impact on someone's life and
here we do that every day and I'm so
proud to say that what happens here
really matters the effort is paying off
Arnold Palmer Hospital shares
performance data with the National
Association for children's hospitals and
related institutions which generates
rankings of thousands of members the
hospital has one of the highest survival
rates of critically ill babies and is
currently ranked in the top 10%
nationwide in patient satisfaction
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