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HCA 375 Week 2 Assignment Customer Satisfaction and Quality Care

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Customer Satisfaction and Quality Care

In this competitive health care environment, consumers want and expect better health care services and hospital systems are concerned about maintaining their overall image. There is also attention to ways in which patient satisfaction measurement can be integrated into an overall measure of clinical quality.
To begin, review the Hospital Consumer Assessment of Health Plans Survey H.C.A.H.P.S. available at http://tinyurl.com/4272s7l.
Next, visit the Hospital Compare website http://www.hospitalcompare.hhs.gov, and follow these steps:
1. Type in your zip code
2. Ensure that “general search” is selected for the search type
3. Click on the “Find Hospitals” button
4. Select one of the hospitals by checking the box next to the hospital name and click on “Compare”
5. Review the survey of patients’ hospital experiences
For the selected hospital, identify one satisfaction measurement criteria that you recommend for improvement. In your opinion, how might this customer satisfaction factor relate to quality outcomes? Provide a concrete example that supports your opinion.
Additionally, use the definitions of structural and process aspects of care from p.156 of your textbook to identify at least three barriers that exist in the health care setting that could have an impact on the customer satisfaction score you selected. Be sure to state at least one structural barrier and one process barrier and describe the barriers you identified.
Finally, review the quality improvement tools presented in Chapter 3 of your textbook. Select a tool that a health care organization might use to study a process barrier related to the customer-satisfaction factor you identified. Explain why you selected the tool and how it could be used.

Your paper should be two- to three-pages excluding title and reference pages and must contain at least two scholarly sources from the Ashford University Library. It should be formatted according to APA guidelines

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HCA 375 Week 3 Assignment High-Performance Teams

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High-Performance Teams

The health care team is at the “sharp end” of service delivery. Members of the health care team are most qualified to analyze problems, generate solutions, and implement and evaluate change. Teamwork is vital to the success of the health care system. Health care administrators must know how to form highly functioning health care teams.

Consider the following scenario:

Mr. Smith was admitted to the hospital for surgery on his left knee. When Mr. Smith woke up from the anesthesia, he realized that his right knee had been operated on. You have been asked to form a team to analyze this wrong-site surgery.
In light of this situation, write a two-to three-page paper excluding title and reference pages in which you address the questions below. You must include a minimum of two scholarly sources from the Ashford University Library and format your paper according to APA guidelines as outlined in the Ashford Writing Center.


1. Who would you have on your team? Why did you select these individuals?


2. What steps would you take to foster open communication? What team dynamics might exist that could interfere with open communication?


3. Identify two quality improvement tools/strategies you could use to address the wrong-site surgery? Explain why you selected these tools/strategies.

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HCA 375 Week 5 Assignment Research Paper

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Value-Based Purchasing

The Center for Medicare and Medicaid Services C.M.S. began phasing in its value-based purchasing program in 2007.Value based purchasing links payment directly to the quality of care provided. It is one strategy being used by C.M.S. to transform the current payment system by rewarding providers for delivering high quality, efficient clinical care.

There are three aspects to the program: patient experience, hospital-acquired conditions and achievement of expected treatment for specific clinical diagnoses.

Select one of the following hospital-acquired conditions:

1. Surgical site infection

2. Pressure Ulcers

3. Catheter-associated urinary tract infections

4. Harm related to falls


For your Final Paper:

1. Include a brief discussion of the chosen hospital-acquired condition and why it is considered preventable.

2. Explain the legal implications related to a patient developing the condition and the role that disclosure plays.

3. Describe accreditation expectations related to this condition.

4. Analyze the outcomes of continuous quality monitoring consider cost as it relates to quality.


The following questions and/or topics should be utilized in the development of your Final Paper:

Hospital acquired conditions:

1. What is meant by the term “hospital acquired condition”?

2. Is the condition you selected always preventable? Why or why not?

3. How does reducing or preventing this condition indicate quality healthcare practices?


Legal implications:

1. What role does communication between the healthcare team and the patient/family play in preventing this condition?

2. Why might a healthcare provider be reluctant to discuss the development of this condition with the patient and family?

3. What are the potential ramifications of not discussing the development of this condition with the patient and family?

4. How might members of the healthcare team present this information to the patient and family?

5. What, if any, is the link between disclosure and litigation?

Accreditation expectations:

1. The Joint Commission accredits 82% of the hospitals in the United States. Sollecito& Johnson, 2013, p. 516.

2. What expectations does the Joint Commission have with regards to the condition you selected?

3. How is it assessed by surveyors during an accreditation survey?


Outcomes related to cost and quality:

1. What continuous quality improvement strategies might you use to involve members of the healthcare team in planning and implementing improvements related to this issue?

2. Provide examples for each of the following performance improvement levels: localized improvement, organizational learning, process reengineering, and evidence-based medicine. Refer to page 5 in your text if needed.

3. What role does education, research, collaboration, information technology, leadership, and teamwork play in addressing this issue?

4. Of the strategies listed which one do you believe would generate the best outcomes and cost the least to implement? Explain your opinion.



The Final Paper must be eight-to ten-pages excluding title and references pages and should demonstrate understanding of the reading assignments, class discussions, your own research and the application of new knowledge. Your paper must use a minimum of six scholarly, peer-reviewed sources from the Ashford University Library that were published within the past five years and that are referenced according to APA guidelines as outlined in the Ashford Writing Center.

Writing the Final Paper

The Final Paper:

1. Must be eight to ten double-spaced pages in length excluding title and reference pages, and formatted according to APA style as outlined in the Ashford Writing Center.
2. Must include a title page with the following:

a. Title of paper
b. Student’s name
c. Course name and number
d. Instructor’s name
e. Date submitted

3. Must begin with an introductory paragraph that has a succinct thesis statement.
4. Must address the topic of the paper with critical thought.
5. Must end with a conclusion that reaffirms your thesis.

6. Must use at least six scholarly, peer-reviewed sources that were published within the past five years from the Ashford University Library.
7. Must document all sources in APA style, as outlined in the Ashford Writing Center.
8. Must include a separate reference page, formatted according to APA style as outlined in the Ashford Writing Center.


Carefully review the Grading Rubric for the criteria that will be used to evaluate your assignment.

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