Assignment: Capella Healthcare Service Management & Quality Organizational Improvement Report

Assignment: Capella Healthcare Service Management & Quality Organizational Improvement Report

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Question Description
Create a 7-10 page report that will help the Director of Strategic Planning at a health care organization understand current trends related to service line management, leadership, patient experience, employee relations, and quality improvement.

In the current health care environment, patient satisfaction is a key metric by which reimbursement is determined. When organizations and leadership fail to consider the patient experience when planning organizational strategies, they risk losing income (via reimbursement) and business volume (via patients deciding to find new or alternate providers). While leadership may not interact with patients on a daily basis, there is a lot they can do to improve and impact the patient experience, which may include bringing patients and leaders together to better understand their experiences, creating a formalized definition of patient satisfaction, involving patients and families in improvement efforts, improving employee engagement, and ensuring staff are provided with regular customer service training.

Leadership is vital to every industry. Leaders are important catalysts in the organization’s ability to establish a vision, formulate a strategic plan, motivate staff, influence culture, and achieve business and department goals. Leaders within the organization who oversee daily operations can impact quality efforts through daily rounds, direct communication and contact with front-line staff, and follow-through with employees who voluntarily report safety and quality concerns.

As the transition from volume to value continues, health care organizations are implementing a variety of strategies to cut costs and improve quality. Included in these strategies is the management of clinical service lines. The goal of each service line should be focused on utilizing evidence-based medicine or clinical pathways to reduce care variation, resulting in improved patient experience and outcomes. Challenges to service line management include (but are not limited to) who will lead, what support they have from senior leadership within the organization, buy-in from clinicians, and information technology.

A popular management approach to service line management is the dyad model. This model utilizes a business leader who oversees and manages the operational aspects of the service line, as well as a physician leader who oversees the clinical practices. To be effective, the dyad model requires transparency and communication, which ultimately lead to trust and credibility with staff. Positive, productive working relationships in the service line are founded on trust, credibility, communication, and transparency. The benefit of this relationship can be seen in the roles working together toward setting and achieving a strategic vision. Working toward the strategic vision of the organization is advantageous as targets are met, tactics are completed, quality improves, and patients are satisfied with their experience.

DEMONSTRATION OF PROFICIENCY
By successfully completing this assessment, you will demonstrate your proficiency in the course competencies through the following assessment scoring guide criteria:

Competency 1: Describe when and how the senior leader would directly impact health care operations.
Analyze the role of the health care leader in regard to organizational quality improvement.
Competency 2: Analyze the impact of the various success factors of a health care organization.
Analyze health care leadership and its impact on patients’ experiences.
Competency 3: Analyze the concept of competitive strength by considering efficiency and effectiveness of organizational processes.
Analyze service line management and the challenges associated with this organizational structure.
Explain the importance of employee and provider relations on the overall success of the organization from the service line perspective.
Competency 4: Apply management concepts to lead an efficient health care system.
Explain implications for the organization if patient experience is not a strategic priority.
Analyze the pros and cons of leading the service line using the dyad management model.
Competency 5: Communicate in a manner that is scholarly, professional, and respectful of the diversity, dignity, and integrity of others and is consistent with health care professionals.
Write following APA style for in-text citations, quotes, and references.
Write clearly and logically, with correct use of spelling, grammar, punctuation, and mechanics.
PREPARATION
This assessment focuses on various models, strategies, and concepts related to strategic planning, leadership, and organizational success. If you have not yet done so, it may be helpful to check your knowledge around these topics by completing the activity in the Leadership, Strategy, and Organizational Success section in Assessment 3.

INSTRUCTIONS
While not entirely unique, leadership in health care differs from that of other service industries. Several unique characteristics of the health care industry include rapid and constant change, reduced reimbursements, political scrutiny, heavy regulation, a diverse workforce, and being tasked with the health and well-being of those who patronize the facility (often requiring life-and-death decisions).

For this assessment, consider an organization (this can either be applied to your current place of practice or within the context of Vila Health) is three years into their ten-year strategic plan, and they are updating it to align with current industry practice and standards. The Director of Strategic Planning has asked you to research several topics related to service line management, leadership, patient experience, employee relations, and quality improvement, as these topics are top of mind for the staff, patients, payers, and regulatory agencies.

Include the following in your report:

Analyze health care leadership and its impact on patient experience.
Discuss why the patient experience is a critical issue for health care operations.
Identify the senior leader’s role in impacting patient experience.
Explain implications for the organization if patient experience is not a strategic priority.
Describe potential signs of patient dissatisfaction.
Identify areas that would be impacted.
Analyze service line management and the challenges associated with this organizational structure.
Discuss service lines within the health care setting (for example, what they are, why they are formed, how they impact organizational success).
Discuss how clinical departments were managed prior to the development of service lines.
Describe the changes required in hierarchal structures to allow for more effective management.
Analyze the pros and cons of leading the service line using the dyad management model.
Describe the cultural shift involved in adopting a dyad management model.
Explain the importance of employee and provider relations on the overall success of the organization from the service line perspective.
Identify the support functions provided to a service line and the importance of these functions on its overall success.
Identify two resources (one must be culture) necessary for the service line director to be effective.
Analyze the role of the health care leader in regard to organizational quality improvement.
Analyze the impact of quality management on the overall success of the organization and why leadership is critical to improving quality (for example, the importance of quality as a strategy and implications for the organization if quality is not managed).
Discuss the role the leader has in quality management (for example, culture, improvement cycles, identifying opportunities for improvement).
Discuss the benefit of management rounding as it relates to identifying and managing quality issues within the organization.
Write clearly and logically, with correct use of spelling, grammar, punctuation, and mechanics.

Apply the principles of effective composition.
Determine the proper application of the rules of grammar and mechanics.
Write following APA style for in-text citations, quotes, and references.

Determine the proper application of APA formatting requirements and scholarly writing standards.
Assess the relevance and credibility of information sources.
SUBMISSION REQUIREMENTS
Written communication: Writing is clear, precise, scholarly, and free of errors that detract from the overall message. Concepts flow in a logical order.
References: A minimum of three scholarly references.
Length: 7–10 pages.
APA: Correct use of APA style and formatting. Refer to the APA resources in the NHS Learner Success Lab (located in the courseroom navigation menu) if you have questions about APA style or formatting.
APA Style Paper Template [DOCX].
APA Style Paper Tutorial [DOCX].

You must proofread your paper. But do not strictly rely on your computer’s spell-checker and grammar-checker; failure to do so indicates a lack of effort on your part and you can expect your grade to suffer accordingly. Papers with numerous misspelled words and grammatical mistakes will be penalized. Read over your paper – in silence and then aloud – before handing it in and make corrections as necessary. Often it is advantageous to have a friend proofread your paper for obvious errors. Handwritten corrections are preferable to uncorrected mistakes.

Use a standard 10 to 12 point (10 to 12 characters per inch) typeface. Smaller or compressed type and papers with small margins or single-spacing are hard to read. It is better to let your essay run over the recommended number of pages than to try to compress it into fewer pages.

Likewise, large type, large margins, large indentations, triple-spacing, increased leading (space between lines), increased kerning (space between letters), and any other such attempts at “padding” to increase the length of a paper are unacceptable, wasteful of trees, and will not fool your professor.

The paper must be neatly formatted, double-spaced with a one-inch margin on the top, bottom, and sides of each page. When submitting hard copy, be sure to use white paper and print out using dark ink. If it is hard to read your essay, it will also be hard to follow your argument.

ADDITIONAL INSTRUCTIONS FOR THE CLASS

Discussion Questions (DQ)

Initial responses to the DQ should address all components of the questions asked, include a minimum of one scholarly source, and be at least 250 words.
Successful responses are substantive (i.e., add something new to the discussion, engage others in the discussion, well-developed idea) and include at least one scholarly source.
One or two sentence responses, simple statements of agreement or “good post,” and responses that are off-topic will not count as substantive. Substantive responses should be at least 150 words.
I encourage you to incorporate the readings from the week (as applicable) into your responses.
Weekly Participation

Your initial responses to the mandatory DQ do not count toward participation and are graded separately.
In addition to the DQ responses, you must post at least one reply to peers (or me) on three separate days, for a total of three replies.
Participation posts do not require a scholarly source/citation (unless you cite someone else’s work).
Part of your weekly participation includes viewing the weekly announcement and attesting to watching it in the comments. These announcements are made to ensure you understand everything that is due during the week.
APA Format and Writing Quality

Familiarize yourself with APA format and practice using it correctly. It is used for most writing assignments for your degree. Visit the Writing Center in the Student Success Center, under the Resources tab in LoudCloud for APA paper templates, citation examples, tips, etc. Points will be deducted for poor use of APA format or absence of APA format (if required).
Cite all sources of information! When in doubt, cite the source. Paraphrasing also requires a citation.
I highly recommend using the APA Publication Manual, 6th edition.
Use of Direct Quotes

I discourage overutilization of direct quotes in DQs and assignments at the Masters’ level and deduct points accordingly.
As Masters’ level students, it is important that you be able to critically analyze and interpret information from journal articles and other resources. Simply restating someone else’s words does not demonstrate an understanding of the content or critical analysis of the content.
It is best to paraphrase content and cite your source.
LopesWrite Policy

For assignments that need to be submitted to LopesWrite, please be sure you have received your report and Similarity Index (SI) percentage BEFORE you do a “final submit” to me.
Once you have received your report, please review it. This report will show you grammatical, punctuation, and spelling errors that can easily be fixed. Take the extra few minutes to review instead of getting counted off for these mistakes.
Review your similarities. Did you forget to cite something? Did you not paraphrase well enough? Is your paper made up of someone else’s thoughts more than your own?
Visit the Writing Center in the Student Success Center, under the Resources tab in LoudCloud for tips on improving your paper and SI score.
Late Policy

The university’s policy on late assignments is 10% penalty PER DAY LATE. This also applies to late DQ replies.
Please communicate with me if you anticipate having to submit an assignment late. I am happy to be flexible, with advance notice. We may be able to work out an extension based on extenuating circumstances.
If you do not communicate with me before submitting an assignment late, the GCU late policy will be in effect.
I do not accept assignments that are two or more weeks late unless we have worked out an extension.
As per policy, no assignments are accepted after the last day of class. Any assignment submitted after midnight on the last day of class will not be accepted for grading.
Communication

Communication is so very important. There are multiple ways to communicate with me:
Questions to Instructor Forum: This is a great place to ask course content or assignment questions. If you have a question, there is a good chance one of your peers does as well. This is a public forum for the class.
Individual Forum: This is a private forum to ask me questions or send me messages. This will be checked at least once every 24 hours.

 

 

 

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