Quality Improvement in Healthcare

Quality Improvement in Healthcare

Corrective Action Plan to Include Improving the Response Rate

A 7% response rate is too low, as a 20% response rate or higher is needed to draw substantial conclusions on the level of customer satisfaction. There are various things to consider that may have led to the low response rate to the survey, which can lead to an improved survey response rate, such as concerns over privacy leading to discomfort when responding to certain questions since the survey was internal. The proposed corrective action plan to improve the response rate for internal satisfaction surveys is using smart devices such as mobile phones and tablets from an external source, randomly assigning numbers to the respondents. Empirical evidence links smartphones to increased participation in surveys and self-disclosure due to perceived comfort associated with smartphones and the ability of smartphones to improve focus and attention to the task at hand (Melumad & Meyer, 2020).

Methodologies to Improve Staff Attitude, Communication, Cleanliness, Activities, and Patient Outcomes and Reduce Delays in Care

Staff attitudes, quality of communication, level of cleanliness, the sufficiency of activities, efficiency in care, and patient outcomes are dependent on the workplace environment and the mental and physical wellness of the staff (Wang et al., 2019). This means that resolving the issues in the workplace and improving the staff’s mental and physical health can improve the other aspects of the facility. The best methodology is the implementation of total quality management (TQM). There exists a significant relationship between TQM and the establishment of work values, staff satisfaction, and the development of a culture of patient and organizational safety among nurses (Wang et al., 2019). Conclusively, the TQM model will improve the work environment, the care environment, and quality and manage other organizational performance-related initiatives, including cleanliness, patient safety and satisfaction, and other employee-related factors of patient satisfaction and organizational performance.

References

Melumad, S., & Meyer, R. (2020). Full Disclosure: How Smartphones Enhance Consumer Self-Disclosure. Journal of Marketing, 84(3), 28–45. https://doi.org/10.1177/0022242920912732

Wang, K. Y., Chou, C. C., & Lai, J. C. Y. (2019). A structural model of total quality management, work values, job satisfaction, and patient-safety-culture attitude among nurses. Journal of Nursing Management, 27(2), 225–232. https://doi.org/10.1111/JONM.12669

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Scenario: You are the Administrator of a 200-bed Nursing Home in the Bronx, New York. You conducted an internal 20-question customer satisfaction survey for the long and (20-bed) short-term unit. The CNAs helped the residents complete the surveys as required. The response rate was 7% and the score for each survey question related to staff attitude and satisfaction with services provided by each discipline all scored below 60%. Develop a detailed corrective action plan to include improving the response rate, i.e., a more effective and objective way to disseminate surveys, as well as methodologies to address the low scores in staff attitude, poor communication, lack of cleanliness, insufficient activities, delays in care, and poor patient outcomes. Please respond to two classmates as well.