Case Study: \"MUNSON MEDICAL CENTER: Constant Focus on Patient Satisfaction • Wr
ID: 354543 • Letter: C
Question
Case Study: "MUNSON MEDICAL CENTER: Constant Focus on Patient Satisfaction
• Write an action plan for addressing the situation. The action plan should include the goal/s of any solutions, both short term and long term action steps to achieve the goal/s, and major risks which could be encountered in the pursuit of the goal/s and the responses to deal with any perceived risk.
Munson Medical Center is a 391-bed, nonprofit hospital located in Traverse City, Michigan. By focusing on patient satisfaction and engaging frontline staff in improving care, it has become one of the better large hospitals in the United States in terms of overall patient satisfaction, as measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The following strategies appear to contribute to the hospital's success: ongoing measurement and feedback; high nurse-to-patient ratios, greater nurse authority under the "shared governance" model; acuity-adaptable patient rooms; mandated quiet time and staff relaxation rooms; and shift-to-shift bedside reports.
PERFORMANCE IMPROVEMENT STRATEGIES
Organizational model in which staff nurses are given a voice in determining clinical practice, standards, and quality of care.
Unit managers have financial incentives to improve: about 20 percent of their annual bonus is tied to meeting goals for patient satisfaction.
Patient stays in the same private room from admission through discharge--reducing patient transfers means fewer medical errors, falls, missed treatments, and lost belongings; improves staff and patient satisfaction, clinical outcomes, and efficiency.
Explanation / Answer
Answer:
Part -1: Introduction
Muson Medical Center, is one of the hospital which constantly focuses on patient satisfaction. Sustaining the satisfaction of the patients can only be achieved, by catering their need constantly, without any issues. It's also important for an center to create an action plan, to achieve their goals.
Part -2: Action plan
In order to reach the goal either the short term or long term, it important to create an action plan. An action plan consist of sequence of steps to achieve one or more goals. Those sequence of steps should be strategized properly to achieve the success.
Part -3: Short term goal (Action plan)
The goals which can be achieved within a year or so, is called short term goals. Moreover, it creates a path to the long term goal.
Short term goal for Muson Medical Center
"To update the infrastructure and complete the new equipment Installation, for the wellbeing of patient, to attain satisfaction"
Date To Begin: It's good to start, as soon as possible
Steps involved:
All the upgrading and installation, work should be completed, without disturbing the patients.
Since, the Medical center tends to the one of the well know hospital in michigan with 391 beds. At this point of time, it's important to update the infracture to facilitate the patients.
While upgrading the infrastructure, it's important to take care of the patients and they should not be distrubed, at any cause.
It's important to shift the patients who are prone to noise to other space inside the hospital, with utmost care.
Using ready made structure will reduce the amount of time consumed, to upgrade the specific zone, in the medical center.
It's good to involve, a selected number of experienced labours to take care of equipment installation activities, to complete the work, at the earliest, with all the standards being maintained.
All these work should carter the needs of the patients, which helps to bring satisfaction.
Due Date: It's good to complete the work, prior to the final date, given by the authority. It's important to complete the work, without losing it's standard.
Part -4: Long -term goal (Action Plan)
Long term goal requires a good/long amount of time to achieve it. It's good to achieve the short term goals and objectives, to attain the long term goal
Long term goal of Munson Medical Center:
"To Achieve and Sustain Patient Satisfaction forever"
Date begined: From day one
Steps involved:
Although Munson medical center achieved the patient satisfaction, it's important to sustain the satisfaction of old patients, all the time. Also it's important to note that, there will new patients coming to the center, to cure there issues, where they need to ahieve their satisfaction.
Patient satisfaction can be achieved by various ways. It's as follows,
It's good to have high nurse to patient ratio.
Achieveing short term goals, will helps to achieve the long term goal. It's good to have a new and updated infrastructure and equipment, to treat the patients, will provide satisfaction to them.
Allowing the staff nurses and patient to provide the feedback, to check the standard and quality of care.
It's good to facilitate the staff, by providing time and space. Because they are the one who takes care of all the patients, visiting the medical center. Dissatisfaction of them may reduce the satisfaction of patients.
Providing incentives to unit managers is also one of the good strategy, to achieve patient satisfaction.
Due date: As long as possible
Part -5: Risk Involved
There are certain risk involved in achieveing the goals.
Having high nurse to patients ratio, may increase the investment of the hospital. Increased investment on staffs may reduce the amount that's required to meet operational expenses.
Although getting feedback and working on it, will provide customer satisfaction. Contineous upgrading or working on the feedback, may cause trouble. For example; Upgrading medical equipments consistently, because of low standard, based on feed back, may put the Medical center standard in jeopardy.
It's good to give a voice to staff nurses, but there's chace they may go beyond managements norms and words.
Part -6: Conclusion
Hope all the above explanation, will clarify the queries.