Week2 Assignment: Memorial Hospital’s Case Study
Week2 Assignment: Memorial Hospital’s Case Study
Thequality of care is among the key issues of concern for modernhospitals. This case study analysis will focus on service delivery atMemorial Hospital. The paper will address the key ways in which theorganization can measure the level of quality and its potential costsas well as failures. In addition, the case study analysis will focuson the key techniques from TQM that Memorial Hospital could apply todeliver excellent care. The key methods that the organization can useto measure the quality of care will be discussed.
Theprocess of measuring quality in a health care setting is complex. Thehealth care administrator needs to consider three factors. The firstset of elements includes structural measures that focus on givingpatients the sense of the health care professionals’ capacity todeliver quality services. Some of the key factors that MemorialHospital needs to address include the ratio of patients to providersand the number of board certified physicians (U.S. Department ofHealth Services, 2016). The administrator may also determine whetherthe health care facility is able to apply medication order entry aswell as the electronic health record system.
Secondly,Memorial Hospital should use process measures to determine the levelof quality. The key factors included in this category focus on theidentification of what providers could do in order to enhance thehealth of individuals who have been diagnosed with differentconditions. Process measures are based on the facility’s ability toapply the generally accepted clinical practices (HSS, 2016). Forexample, the hospital can determine the number of clients who arereceiving preventive care. Process measures inform patients about thetype of medical services that they are likely to receive wheneverthey suffer from a given health condition, which contributes towardsan improvement in the treatment outcome.
Thethird category is outcome measures that reflect on the impact thathealth care services have on the status of patients. By using thesefactors, Memorial Hospital will be able to focus on the determinationof the effect of its operations on the clients that it serves. Forexample, it may find out the mortality rate that is directlyassociated with the medical errors or wrong surgeries (HSS, 2016).High quality services will have more positive impacts than thenegative ones. The use of the three types of quality measures is moreobjective than issuing patients with questionnaires.
PotentialCosts as Well as Failures
TheMemorial Hospital intends to enhance the level of quality bydelivering patient-centered care, which will be accomplished byoffering personal attention to all clients. The achievement of thisstrategy will increase the cost of operation since the organizationwill need to hire additional members of staff. The reliance on humanservices as opposed to technology implies that Memorial Hospital willbe forced to increase the number of employees in order to ensure thateach client receives individualized care (Sotiriou, n.d.). The typeof cost that is associated with an increase in size of the workforcecan be measured by assessing the change in the wage bill before andafter the implementation of the new strategy.
Memorialhealth care facility will also suffer from the opportunity cost offailing to invest in technology. Its competitor, General Hospital,has been enhancing the quality of care by adopting the latestinnovation (Sotiriou, n.d.). Although technology seems to beexpensive, the overall cost effectiveness depends on the ability ofthe organization to make suitable investment decisions. For example,the hospital can choose to buy some equipment and lease others,depending on the strategy that will help it save money, instead ofrelying on human labor. This cost can be measured by determining thefinancial gain that the Memorial could enjoy by adopting thetechnology compared to the current plan where it relies on itsemployees.
Oneof the key failures that Memorial Hospitals could experience is thedecline in the overall quality of care following its reluctance toapply the latest technology. The administrator is concerned that thelife of patients could be at stake, if the organization continues toemphasize on cost (Sotiriou, n.d.). Failure of quality can bemeasured by determining the mortality rate and benchmarking thisassessment with the evaluation done on facilities (such as theGeneral Hospital) that have implemented the new technology.
Thereare three key techniques and ideas from the TQM that MemorialHospital can use to achieve its desired level of quality. First, thenotion of focusing on customers can enable the organization to attainits goal of delivering patient-centered care. From the case study,Memorial Hospital intends to offer personal attention to its clients(Sotiriou, n.d.). However, this can only be achieved by askingcustomers how they utilize the hospital’s products. This idea willenable the health care facility to tailor its services in a way thatthey meet the specific needs of each client.
Secondly,the idea of continuous improvement will help the management ofMemorial Hospital understand that quality improvement is not anevent, but a process. This notion will help the facility’sleadership stop fearing the new technology, as it is reported in thecase study (Sotiriou, n.d.). The application of the idea ofcontinuous improvement will make it possible to identify areas whereinnovation can be used effectively.
Lastly,the use of the technique of benchmarking will help Memorial Hospitalto stop over-relying on traditional approaches (such as theapplication of human labor) to enhance the quality of care. Thismethod will give the organization an opportunity to compare itsservices with those that are offered by firms that have adopted thebest practices in the industry (Sotiriou, n.d.). It will provideMemorial Hospital with a chance to learn how to apply technology andits potential benefits.
Methodsthat Memorial Hospital Can Apply to Review Health Care Quality
Thetypes of methods that are used depend on the source of data that thehospital intends to rely on in assessing the quality of care. Thefirst and the most significant method is the survey. This approachcan involve the collection of data from patients and health careproviders. From the case study, the director of nursing, Jessica Tu,holds that giving clients some questionnaires in order to determinewhether the hospital has made them happy may not be a reliable methodof assessing the level of quality. Consequently, a comprehensivesurvey that includes the components of the key measures (includingthe process, structure, and outcome) and collects data from providersas well as recipients can yield objective results (AlAbri &Albulushi, 2014).
Secondly,the Memorial Hospital can use its health records to assess the levelof quality of the services that it delivers to clients. This approachis simple and cost-effective since the organization will rely on datathat has already been collected. According to Svetlana, Figueroa &Ricardo (2013) health care records are reliable sources ofinformation that can be used to assess the level of quality on aregular basis. Similar to the survey method, this strategy shouldinclude the key process, outcome, and structure measures. Theassessment should focus on the determination of the key dimensions ofservice quality, including reliability and responsiveness (Sotirioun.d.). For example, the health records can be used to find out theaccuracy of health care offered by Memorial Hospital by assessing there-admission rates.
Hospitalsoperating in the modern world compete on the basis of quality ofcare, but they use different approaches to achieve this goal.Memorial Hospital relies on human labor to deliver patient-centeredservices, but the application of techniques (such as benchmarking)can help it realize that the modern technology will make it possibleto achieve the key targets. Moreover, the organization needs toconduct effective assessment of the quality of services that itoffers. The evaluation process should include the key components ofstructural, outcome, and process measures.
AlAbri,R. & Albulushi, A. (2014). Patient satisfaction survey as a tooltowards quality improvement. OmanMedical Journal,29 (1), 3-7.
Sotiriou,Andy (n.d.). Qualitymanagement.Thinkstock.
Svetlana,V., Figueroa, L. & Ricardo, P. (2013).Use of electronic recordsto evaluate the quality of care for hypertensive patients in Mexicanfamily medicine clinics. Journalof Hypertension,31 (8), 1714-1723.
U.S.Department of Health Services (2016). Types of quality measures. HSS.Retrieved January 5, 2017, fromhttps://www.ahrq.gov/professionals/quality-patient-safety/talkingquality/create/types.html