Capítulo 6 The Culture of Quality at Arnold Palmer Hospital
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 employs process improvement teams, empowers employees, and uses tools like Pareto and flowcharts for benchmarking. They measure patient satisfaction through detailed surveys and a 24-hour bedside call service, ensuring prompt resolution of issues. This dedication to quality has led to top national rankings in patient satisfaction and survival rates for critically ill babies.
Takeaways
- 🏥 Quality in a hospital is defined by the ability to meet customer needs, including the care for patients and their families, as well as effective communication.
- 🌟 Arnold Palmer Hospital in Orlando, Florida, is a top priority for delivering quality healthcare, being one of the largest hospitals for women and children in the U.S.
- 🔍 The hospital focuses on continuous improvement and total quality management, involving employees at all levels and using process improvement teams.
- 📊 Benchmarking is key, with the hospital comparing its performance against national standards and consistently scoring in the top 10% in overall patient satisfaction.
- 📝 Patient feedback is crucial, with in-depth surveys sent out two weeks post-discharge to gauge patient expectations and the quality of care received.
- 🤝 The hospital places significant emphasis on the question of whether patients would recommend the hospital to family and friends, viewing it as a key indicator of quality.
- 📊 Various tools like Pareto charts and flowcharts are used for visual representation of performance against internal goals and external norms.
- 💪 Employee empowerment is a core part of the hospital's culture, allowing staff to take initiative and respond quickly to patient concerns, even providing gifts up to $200 for complaints.
- 📞 A 24-hour bedside call service was implemented, allowing for immediate response to patient issues, aiming to resolve them before the patient leaves.
- 🏆 The hospital's efforts have resulted in high survival rates for critically ill babies and a top national ranking in patient satisfaction.
- 🛡️ Service quality is determined by tangible outcomes, process effectiveness, meeting expectations, and handling of problems, with Arnold Palmer Hospital excelling in all four areas.
Q & A
What is the definition of quality in the context of a hospital as described in the script?
-In the script, quality in a hospital is defined as the ability to meet customer needs, encompassing not just the medical treatment received but also the care for the patients and their families, effective communication, and the professionalism of the staff.
What is the significance of the name 'Arnold Palmer Hospital'?
-The Arnold Palmer Hospital in Orlando, Florida is named after the golfing legend Arnold Palmer, reflecting its commitment to excellence in healthcare, much like Palmer's excellence in golf.
How does the Arnold Palmer Hospital measure patient satisfaction?
-The hospital measures patient satisfaction by mailing an in-depth survey to patients two weeks after discharge, asking for feedback on various aspects of their care and experience.
What is the key question that the Arnold Palmer Hospital focuses on in patient surveys?
-The key question the hospital focuses on is whether the patient would recommend Arnold Palmer Hospital to their family and friends, which is considered a strong indicator of patient satisfaction.
How does the hospital involve its staff in the process of continuous improvement?
-The hospital involves its staff by forming process improvement teams across different services, empowering employees, and moving authority down to the lowest levels possible, encouraging everyone to take ownership of process improvement.
What is the role of benchmarking in the hospital's quality management?
-Benchmarking helps the hospital to select and compare against demonstrated standards of products, services, costs, or practices that represent the best performance, allowing them to identify opportunities for improvement.
What tools does the Arnold Palmer Hospital use to measure its total quality management efforts?
-The hospital uses tools such as Pareto charts, flowcharts, and an executive dashboard to provide a visual overview of performance against internal goals and external norms.
How does the hospital respond to patient complaints?
-The hospital empowers its employees to address complaints quickly, even allowing them to provide gifts of up to two hundred dollars to patients who have complaints about services like food, courtesy, or cleanliness.
What is the 'At Your Service' initiative implemented by the Arnold Palmer Hospital?
-The 'At Your Service' initiative is a 24-hour bedside call service where patients can directly communicate their questions, concerns, or issues to the hospital administrators, aiming to resolve problems immediately.
How does the Arnold Palmer Hospital ensure a culture of employee empowerment?
-The hospital ensures a culture of employee empowerment through extensive orientation on quality and customer satisfaction, giving staff the freedom and ability to respond quickly to issues, and involving them in the continuous improvement process.
What are the four components of service quality that the Arnold Palmer Hospital focuses on?
-The four components of service quality the hospital focuses on are: 1) Tangibility - the success of the medical treatment; 2) Reliability - the competence and effectiveness of the medical staff; 3) Responsiveness - the hospital's ability to meet service quality promises and handle problems; and 4) Assurance - the communication and professionalism of the staff.
Outlines
🏥 Quality in Healthcare: Arnold Palmer Hospital's Approach
The first paragraph discusses the concept of quality across different sectors, with a focus on healthcare at Arnold Palmer Hospital in Orlando, Florida. It highlights the hospital's commitment to delivering quality healthcare, emphasizing the importance of patient care, communication, and the involvement of medical staff. The hospital's dedication to total quality management is underscored by its continuous improvement processes, employee empowerment, and benchmarking against national standards. The hospital's use of an in-depth survey to gauge patient satisfaction and its focus on the key question of whether patients would recommend the hospital to family and friends are detailed. The paragraph also mentions the hospital's high scores in patient satisfaction and the various quality initiatives and process changes implemented based on feedback.
📊 Measuring and Enhancing Quality at Arnold Palmer Hospital
The second paragraph delves into the tools and strategies used by Arnold Palmer Hospital to measure and enhance its quality of service. It describes the hospital's use of the executive dashboard to track key performance measures across service, quality, human resources, and financial quadrants. The paragraph explains the hospital's use of Pareto and flow charts for visual analysis of performance against internal goals and national norms. The importance of grassroots-level staff involvement in quality initiatives and the empowerment of employees to address patient concerns are highlighted. The hospital's 24-hour bedside call service, introduced in response to patient feedback, is detailed as an example of its commitment to immediate resolution of issues. The paragraph concludes by noting the hospital's high survival rates for critically ill babies and its top national ranking in patient satisfaction, attributing these achievements to the hospital's adherence to the four components of service quality: tangibles, process, reliability, and responsiveness.
Mindmap
Keywords
💡Quality
💡Arnold Palmer Hospital
💡Total Quality Management (TQM)
💡Process Improvement
💡Benchmarking
💡Patient Satisfaction
💡Empowerment
💡Executive Dashboard
💡Pareto Chart
💡Flowchart
💡Service Recovery
💡National Ranking
Highlights
Quality in a hospital is defined by meeting customer needs, encompassing ambience, professionalism, and care for patients and families.
Arnold Palmer Hospital in Orlando, Florida, focuses on delivering quality healthcare as a top priority.
The hospital's size is not the force behind quality patient care; continuous improvement and quality initiatives are emphasized.
Process improvement teams are divided among various services, with every staff member involved in process improvement.
Total quality management involves a never-ending process of continuous improvement with perfection as the goal.
Employee empowerment is key, with responsibilities and authority distributed throughout the organization.
Benchmarking against the best performance standards is crucial for identifying areas of improvement.
Arnold Palmer Hospital uses in-depth surveys to gather patient feedback on quality of care and services.
National benchmark comparison is utilized to score in the top 10% in overall patient satisfaction.
The key question in patient surveys is whether they would recommend the hospital to family and friends.
Daily focus on patient satisfaction is a top priority for the hospital's leadership.
The executive dashboard is used to track key measures and establish standards across various quadrants.
Tools like Pareto and flow charts provide visual overviews for hospital personnel to assess performance.
New employees receive extensive orientation on quality and customer satisfaction, emphasizing their role in continuous improvement.
Employees are empowered to address issues promptly, including providing gifts to patients with complaints.
The hospital implemented a 24-hour bedside call service to ensure immediate response to patient concerns.
Performance data is shared with the National Association for children's hospitals, generating high rankings.
Arnold Palmer Hospital meets all four determinants of service quality, earning a top national ranking.
Transcripts
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 the taste of the
food served but what about hospital
quality its taken care of not just our
baby but us as a family and it's also
communication and letting us know what's
going on in a situation people who care
nurse and staff that really cares for
the patients and families the best
medical staff for my child great masses
quality is defined in your text as the
ability of a product or service to meet
customer needs as you've 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
that 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
staff services and everyone that works
here is involved with that to some
degree or another and everyone owns the
process improvement
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
responsibilities 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 have
been met the hospital mails an in-depth
survey two weeks after discharged 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 in
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
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 needed so I
you know I look at all of that but the
key question is would you recommend us
to your family and friends and in many
cases if our scores drop 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 documents the executive
dashboard measurements are 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 look at
the financial quadrant and within each
of those quadrants then each of the
hospital sets their own standards and
their own measurements but it really
helps us to focus on the same goals
helps to 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 text shows there are
tools used by many organizations to help
measure their total quality management
efforts they include check sheets
scatter diagrams cause and effect
diagrams Pareto charts 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 improvement
administrators are quick to recognize
that quality isn't just the
responsibility of senior management new
employees are given an extensive
orientation on what quality and customer
satisfaction mean 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 related 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 happened is 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 total quality
management and service organizations
like hospitals includes four components
we discussed in the text one they're
tangible how successful was the medical
treatment received to the process for
the doctors nurses and staff competent
reliable courteous and effective
communicators 3 meet expectations to the
hospital deliver the quality of service
it promises and for handling problems
did the hospital have a plan for dealing
with less than perfect conditions Arnold
Palmer Hospital meets all four of these
determinants of service quality that's
how it has earned its top national
ranking
you
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