Question

A CEO of a horizontally integrated healthcare organization suggested that the persons receiving services at their health care facilities are 'actual patients' for less than 10% of the time they are at the facility and for the rest of the time they are general consumers. Because patient satisfaction is one of their strategic goals, the CEO explained that addressing this goal begins before individuals even get to the parking lot. For example: Are phone calls answered in a timely fashion? what is the tone of the respondent on the call? how timely are appointments? is there ease of parking? what are the attitudes of the valets, receptionists' body language; do care providers make eye contact? does the care team appear clean/tidy/properly dressed? do the medical assistants and other staff appear competent? is the actual clinical visit (the 10%) rushed? how are difficult financial issues handled? etc.

How can one health care organization address all of these, as well as the other issues, without compromising the quality of care? Pick a specific type of health care organization to use as an example. (For example, a clinic that offers lots of different specialty services, hospitals, Nursing homes, or other long-term care facilities). Also, think of all the changes that had to be made because of COVID-19 could have impacted patient satisfaction with their quality of care and the services received.

Answer 1

A) In healthcare industry every one agree that CEOs are the most influential individuals in shaping quality performance at their inistutions.

what CEO is Do: It is not a job for faint hearted. As a CEO you will bear ultimate responsibility for smooth functioning of the hospital and obviously due to the nature of the business, he will be making potential life/ death decisions. Responsibilities typically include:

1. Ensuring the patient safety,

2. Maintain financial health and stability,

3.Promoting quality of health care,

4. Promoting patient satisfaction,

5. Strategic planning,

6. Policies and procedures,

7. Recruitment,

8. Compliance,

9. Communication and relationships.

The job of administrators in various sizes of inistutions like primary,secondary or territory hospitals has to acheive above said responsibilities without fail. there is no difference between profit and non profit inistutions also, there also prime Moto is to serve the patient who free from his health burden.

To improve standards of any hospital should not forget the in-house programmes for health care programmes. They are

1. Infection control Management,

2. Quality and optimizes the performance of hospices,

3. Skilled nursing programmes, by providing real time actionable analytic,benchmarks performance,

4. Consultant training which adopts new advanced techniques and procedures to give best at their service.

1. Ensuring patient Safety : Patient safety is a fundamental aspect of a safe health care organization,

- CEO play a key role in the development of patient safety measures,

2. Maintaining financial health and stability : CEOs need to be conversant with financial management practices in order to support the cheif finance office in decision making,

3. Promoting quality of healthcare : In healthcare the concomitant to improve quality of healthcare is measured by certain indicators like Mortality rates and readmission rates is increasingly recognized as pivotal to effective hospital functioning,

4. Promoting patient satisfaction : This is critical indicator in recent times, there is lot of associated factors in that like patients are satisfied by the service, if they get benefit from providing or successful Medical emergencies and successful rate of critical surgeries like transplantations of heart, lung, kidney with affordable charges ( really difficult indicator),

5. Strategic planning : It involves regular meetings with other senior executives including the Cheif operating officer (COO),CMO,CNO, to discuss future goals and objectives for the hospital,

6. Policies and Procedures : regularly review the policies implementation or revise,

7.Recriutment : recruitment of quality health care staff particularly senior healthcare management executives

8. Compliance : responsible for ensuring organisational compliance with regulations ,laws procedures and policies.

9. Communication and relationships : he should be good at communication and able to develop good relationships with a key groups, including the board of directors,medical staff, community leaders, other relavent stackholders.

Summary of the Topic : The prime objective of any organisation is to achieve their financial goals with the available equipped sources by providing quality of their services to their clients without any intruption. The providing services should not be hesitant and speedy of their service with good quality. In health care should care about their amneties like Parking, front office response in Schedule appointments , has to take their griveinces, standard quality Laboratory,physical therapy, radiological and other allied health sciences maintenance. Educate and counsell the patient and their family members about their conditions. What the service providing to the client should in assertive mannaer not aggressive mannaer,

To handle financial situation very much care about quotation's, excess payments and unnecessary indents.