Customer Satisfaction

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Module #
Course Name
Your Name
Keiser University
Date

Abstract
A one paragraph quick summary of the paper goes here. It’s not an introduction to the
topic it’s a summary of the whole paper. Make sure to Double Space.

Title of Your Paper
Note this paper is only for how to set up a paper, it’s not an example of what you need to do to write a paper. Your paper should follow APA format. NOTE ALL new paragraphs are indented five spaces on the first line. This sample is the layout and format and references need to be cited properly in the body (Author, Year). Do not simply list out a website (

www.cdc.gov/saftey

) for example is NOT correct. This section is your introduction and you should always make sure to give an introduction with a basic overview of your topic. Comment by User: NOTICE each NEW paragraph is indented 5 Comment by User: Notice never any additional spaces after you start a new paragraph.
In this area, you will give a background and introduction to the scenario. Provide a general overview to the scenario as well as the key setting and personnel involved. Include all personnel you met with as you worked toward writing your recommendation. Describe your role as a consultant. Write your problem statement here.

Total Quality Management

In this area provide a define Total Quality Management (TQM) as it relates to health care settings. Be clear and specific regarding health care quality and how TQM concepts help improve quality. Cite scholarly and peer reviewed sources.

Management Role

Clearly describe what role does management play in play in TQM? How does TQM address internal customer needs and who are they in healthcare?

Data Collection in TQM

Describe some of the key TQM data and how it’s collected in TQM? What role does TQM play for patient safety? What recommendations do you have for the three key areas that need improvement based on the scenario’s patient survey? How is data collected in TQM?

Donabedian Model

Define the Donabedian model and explain it. Then, provide an over view of this model’s relevancy to the urgent care facility. Describe the four key areas found in the scenario. How does one of the four C’s, “correctness”, address medical errors? What are care outcomes and what types of standards must be met to ensure quality care? What role does TQM play in patient safety?

Patient Satisfaction

In this area provide an overview of the patient satisfaction issues noted in the scenario. Describe the four key areas found in the scenario and describe how correctness addresses medical errors. Include your analysis of how the rising cost of healthcare affect patient satisfaction.

Patient Safety

Define care outcomes and standards that ensure quality care. Describe the role of TQM in patient safety.

Patient Satisfaction Recommendations

Make recommendations to address the issue of rising costs of health care. Be specific to the patient. Research options for patients/customers to help overcome rising costs of health care. Make recommendations for the facility as well. What recommendations do you have for the three key areas that need improvement on the scenario’s patient survey?
Make recommendations for the facility as well.

Regulatory Bodies

Describe the connections between policy and social forces and access to healthcare. Include an assessment of the given scenario and the Iron Triangle. How does the rising cost of healthcare affect patient satisfaction? What recommendations can be made to address these costs? Describe at least on regulatory body or policy that affects healthcare to healthcare.

Communication in Health Care

Based on the scenario and additional research, what are some key areas of communication in health care needed to ensure quality and patient satisfaction? Describe what issues with communication the urgent care facility facing? What are your recommendations to reduce the patient wait time? What are care outcomes and types of standards that must be met to ensure quality care? What role does TQM use in patient safety?

Recommendations for Communication Improvement

Based on your analysis of the scenario and additional research, make recommendation for improvement. What recommendations do you have for the three key areas that need improvement based on the Customer Service scenario’s patient survey?

Critical Practice Guidelines

Explain critical practice guidelines and how they can influence quality of care and improve physician efficiency. Where can physicians easily find evidence based practice guidelines?

Patient Focused vs. Technology Focused

Describe the difference between a patient-focused philosophy of treatment and a technology-focused one? Provide examples from Beth-Isreal in Boston and Cedars-Sinai in LA.

Conclusion

Your paper should have always end with a conclusion. Here you will tie together the key concepts discussed and discuss any assumptions such as barriers, success rates or other pertinent information. Bottom line – summarize it all here. SCROLL DOWN TO SEE REFERENCE PAGE.

References

Arakji, R. Y., & Lang, K. R. (2008). Avatar business value analysis: A method for the evaluation
of business value creation in virtual commerce. Journal of Electronic Commerce

Research, 9, 207-218. Retrieved from http://www.csulb.edu/journals/jecr/

Bower, B. (2008, Feb. 9). Dawn of the city: Excavations prompt a revolution in thinking about
the earliest cities. Science News, 173(6), 90-92. Retrieved from

http://www.sciencenewsmagazine.org/

NOTE these are samples of what references LOOK LIKE – you will use your OWN references in this sample format.

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