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PART 1 (150 words) (word document), 

Describe the different types of consumers of healthcare industry.

Define the differences between qualitative and quantitative modalities for measuring consumer satisfaction.

Explain the rationale for involving the patient in quality improvement efforts.

PART 2 (PowerPoint)

Create a PowerPoint presentation at least 10 slides in length that discusses your planned proposal. Each process should be outlined in 2–4 slides. Include detailed speaker’s notes that describe your program, which should include your answers to the questions below. Be sure to include references and citations from at least five sources. Your PowerPoint presentation needs to be visually appealing, to catch your audience’s attention, as your goal is to promote your program to the health care organization groups and people attending.

  1. Outline the current customer experience efforts and how these efforts could be improved with an organized effort.
  2. Explain how Affordable Care Act provides financial incentives in the form of performance-based bonuses or penalties based on the efficiency, effectiveness, and satisfaction with hospital services.
  3. Thoroughly analyze how your new systems approach for the hospital will satisfy all stakeholders and how we will improve results, measure success, and communicate the results to the world? Provide a step-by-step plan for implementation of your proposal.
  4. Describe how the new systems approach for the hospital will meet the patient’s needs, priorities and expectations in a manner that exemplifies the values of respect, compassion, justice, and community pride in the hospital.
  5. This project will be presented in PowerPoint style, as you will be submitting your proposal to this group of hospital employees, board members, and interested citizens and groups

Requirements

  1. Writer outlines the current customer experience efforts and how these efforts could be improved with an organized effort.
  2. Writer explains how the Affordable Care Act provides financial incentives in the form of performance-based bonuses or penalties based on the efficiency, effectiveness, and satisfaction with hospital services.
  3. Writer thoroughly analyzes how the new systems approach for the hospital will satisfy all stakeholders; improve results, and how success will be measured. A step-by-step plan for implementation of your proposal and communication of the results is provided.
  4. Writer describes how the new systems approach for the hospital will meet the patient’s needs, priorities and expectations in a manner that exemplifies the values of respect, compassion, justice, and community pride in the hospital.

PROFESSOR’S NOTES

Consider using the following outline to help you get started:

  • Slide 1 – Define Customer Satisfaction in Healthcare
  • Slide 2-5 – Define the current efforts being used to drive customer satisfaction, you make this up. Next, discuss how you can improve on these efforts.
  • Slide 6-8 – Discuss the Affordable Care Act and the penalties and bonuses related to it.
  • Slide 7-9 – Thoroughly analyze how your new systems approach for the hospital will satisfy all stakeholders and how we will improve results, measure success, and communicate the results to the world? Provide a step-by-step plan for implementation of your proposal.
  • Slide 8-12 – Describe how the new systems approach for the hospital will meet the patient’s needs, priorities and expectations in a manner that exemplifies the values of respect, compassion, justice, and community pride in the hospital.

Keep in mind that this PowerPoint should be at least 10 slides, include speaker notes, and at least five sources.

Consider using the following resources to help you get started:

  • http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3047732/ – Discusses the importance of patient satisfaction.
  • http://npalliance.org/wp-content/uploads/NPA-ACA.Quick_.Guide_.for_.Physicians.041311.pdf – This article discusses what the Affordable Care Act means for physician’s.
  • http://friendsnrc.org/continuous-quality-improvement – This article discusses CQI and some of the models used in CQI.

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