For a community hospital, patient satisfaction scores demonstrate multiple areas needed for improvement including a need to improve attractiveness of the facility, responsiveness to patient needs, and physician and nursing communication. Based on these results, which of the following would the healthcare quality professional also will be expected to find?
A. departments are operating independently with little communication between units.
B. administration is prioritizing and leading units to achieve organizational goals.
C. departments managers are openly discuss patient satisfaction scores.
D. employee satisfaction scores in the 90th percentile compared to other peer organizations.
Answer Analysis:
Let’s break down the question and analyze the correct answer, option A, step by step.
The patient satisfaction scores at the community hospital highlight several areas that require improvement:
Attractiveness of the facility
Responsiveness to patient needs
Physician and nursing communication
These factors suggest that there might be underlying issues within the organization that are contributing to the low patient satisfaction scores.
Option A states that departments are operating independently with little communication between units. This is the most likely scenario based on the given information. Responsiveness to patient needs requires effective communication and collaboration between multiple units and staff members. If departments are working in silos, it can lead to inefficiencies, delays, and a lack of coordination in addressing patient needs.
Barriers between departments or organizations can hinder effective quality improvement (QI) initiatives. When there is friction or a lack of cooperation between departments, it often results in waste, errors, delays, and duplication of efforts. To establish a continuous and lasting QI program, teamwork that transcends traditional organizational boundaries is essential. All workforce members, departments, and units must share a unified purpose, direction, and commitment to improving the organization.
Option B suggests that the administration is prioritizing and leading units to achieve organizational goals. However, given the low patient satisfaction scores, it is unlikely that the leadership has effectively prioritized these issues and guided the units towards achieving the desired outcomes.
Option C mentions that department managers are openly discussing patient satisfaction scores. While this may be true, there is insufficient information provided to determine if this is the case. In an environment with ongoing interdepartmental communication, one would expect leaders to continually discuss patient satisfaction scores to reach a consensus on how to improve quality.
Option D states that employee satisfaction scores are in the 90th percentile compared to other peer organizations. Although high employee satisfaction is desirable, it does not necessarily correlate with the low patient satisfaction scores mentioned in the question. Instead of focusing solely on employee satisfaction, a team effort should be directed towards improving processes and increasing quality. As a result, the improved outcomes can lead to increased profits or savings, which can then be translated into benefits such as higher salaries or better working conditions for employees.
In conclusion
The most likely answer is option A. The low patient satisfaction scores in multiple areas suggest that departments are operating independently with little communication between units. To address these issues and improve patient satisfaction, the hospital must foster collaboration, break down barriers between departments, and develop intra-organizational pathways to enhance performance. By prioritizing quality improvement initiatives and promoting teamwork across the organization, the community hospital can work towards enhancing the attractiveness of the facility, responsiveness to patient needs, and communication between physicians and nursing staff.
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