Scenario: You are employed by a large community hospital in the finance department in your city. Recently, there has bee

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Scenario:
You are employed by a large community hospital in the finance
department in your city. Recently, there has been a system wide
restructuring of leadership and several new projects have been
developed to improve quality of care and the patient experience.
Your department director meets with you to discuss an opportunity
for you to lead a team that will look at the low HCAHP scores and
poor hospital specific patient survey results the Emergency
Department has received over the last year. Leadership wants to
review the areas in which the ED has received the lowest scores:
Patient-centeredness, safety, and timeliness of care. The goals of
the project are to improve the patient experience by creating a
patient-centric environment, decrease errors made by ED providers,
and decrease ED wait times by at least 50% (the current wait time
is an average of 3 hours).
You will be the team leader and will choose your 5 member team.
You and your team will then develop the process improvement plan to
address these issues. Your director would like you to present your
plan to executive leadership in 2 weeks.
STAFF MEMBERS: emergency department staff, leadership, finance
office staff, social work, and some other member of your
choosing.
- An overview of the 3 major issues in the Emergency Department
identified through HCAHP scores and hospital specific patient
surveys
- Team members you have chosen and why you chose them
- What each member's roles and responsibilities will entail (Be
specific. Who will you choose from what departments? Why did you
choose each person? What characteristics and skill sets are you
looking for? Is your team multidisciplinary? Will you choose any
team members from outside your organization? Think about who
will be the best people to give you clear perspectives and
thoughtful solutions)
- What will be your role as team leader?
- How and how often will you communicate with your team?
- What are the steps you and your team will take to develop this
process improvement project?
- Your timeline for implementation of your plan
- What are the project's objectives?
You may include any other information you feel is relevant in
relaying your vision to hospital leadership, but remember to be
specific. You have creative license as to the specific details of
your hospital and the specificity of the problems that were
identified. Example: you can say the errors being made are related
to medication errors, procedural errors, increase in preventable
falls, etc.