Cap 6 Calidad en Hospital Arnold Palmer

Summary

The 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.