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.

Outlines

00:00

🏥 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.

05:01

📊 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.

Keywords

💡Quality

Quality in the context of the video refers to the standard of care provided by the Arnold Palmer Hospital. It encompasses not only the medical expertise but also the overall experience of the patients and their families. The video emphasizes that quality is defined by the ability to meet customer needs, which in a hospital setting, means providing excellent healthcare services, a caring environment, and effective communication. The hospital's focus on quality is evident in its continuous improvement initiatives and its high patient satisfaction scores.

💡Arnold Palmer Hospital

The Arnold Palmer Hospital is a prominent medical center for women and children, named after the golfing legend. It is one of the largest hospitals in the United States, with a significant number of employees and a wide service area. The video highlights the hospital's commitment to quality healthcare, as demonstrated by its top 10% ranking in patient satisfaction and its high survival rates for critically ill babies.

💡Continuous Improvement

Continuous improvement is a central theme in the video, reflecting the hospital's dedication to enhancing its processes and services. This philosophy is ingrained in the hospital's culture, with employees at all levels involved in identifying areas for improvement and implementing changes. The video mentions several process improvement teams that work across different services, aiming for perfection in patient care.

💡Patient Satisfaction

Patient satisfaction is a key measure of quality in healthcare, as highlighted in the video. The Arnold Palmer Hospital conducts in-depth surveys to gather feedback from patients after their discharge. This feedback is critical in understanding whether the hospital has met the patients' expectations and in identifying areas for improvement. The video emphasizes the importance of patient recommendations as a key indicator of satisfaction.

💡Benchmarking

Benchmarking is a process used by the hospital to compare its performance against other top-performing hospitals. This involves setting standards and measuring performance against the best practices in the industry. The video mentions that the hospital consistently scores in the top 10% in overall patient satisfaction, indicating the effectiveness of its benchmarking efforts.

💡Process Improvement Teams

These teams are responsible for identifying and implementing improvements across various services within the hospital. As mentioned in the video, they are divided into areas such as women's services, children's services, and medical services. Their work is crucial in maintaining and enhancing the quality of care provided by the hospital.

💡Total Quality Management (TQM)

Total Quality Management is a management approach that focuses on continuous improvement in all areas of an organization's operations. The video describes how the hospital adopts TQM principles, involving employees in the process and striving for perfection. This approach is evident in the hospital's use of various quality management tools and its commitment to employee empowerment.

💡Employee Empowerment

Employee empowerment is a practice where employees are given the authority and responsibility to make decisions and improvements. The video illustrates this concept through the hospital's practice of allowing employees to provide gifts to patients who have complaints, up to a certain value. This empowers staff to address issues promptly and enhances the patient experience.

💡Executive Dashboard

The executive dashboard is a digital tool used by the hospital to monitor key performance indicators. It provides a visual overview of the hospital's performance in various areas, such as service, quality, human resources, and finance. The video explains how this tool helps align the hospital's goals and focus efforts towards continuous improvement.

💡Pareto Chart

A Pareto chart is a type of bar chart that shows the frequency of different categories of events and is used to identify the most significant factors contributing to a problem. The video mentions that the hospital uses Pareto charts to quickly visualize and prioritize issues, focusing on the critical items that have the most impact on patient care.

💡Flowchart

A flowchart is a diagram that represents a process or system as a series of connected steps. The video discusses how the hospital uses flowcharts to graphically describe and analyze processes, which aids in identifying inefficiencies and areas for improvement in the hospital's operations.

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