Quality Case Study

Quality Case Study
Name
University
Date

Quality Case Study
Quality Improvement Concepts
One hospital embarked on a process that would help their registered nurses, their nursing assistants as well as other members of the hospital staff provide more support that is emotional to those patients who sought medication at the facility.
Based on comparisons, the hospital had realized that they offer perfect treatment, their only problem was the fact that their staff did not provide emotional support to the patients who came in for treatment. Nevertheless, to be certain that this was indeed a problem, the hospital took the following steps: they used data from the Patient Evaluation Performance Project to assess the manner in which their hospital fared in terms of providing emotional support to the patients (Quigley et.al, 2010 pg. 8). The hospital also designed and administered a proprietary patient survey form to the patients that sought to establish the level of interaction between the patients and their staff including, whether the staff introduce themselves to the patients and it confirmed the perceived problem. In addition, the hospital held meetings with their staff to find out why offering emotional support to the patients was proving challenging and their fears were confirmed (Lighter, 2011 pg. 112).
After analyzing the steps they took to ascertain the problem, the hospital found out that it needed to keep tabs with the patients by asking them how their overall experience was. They decided to carry out the following actions to keep things under control: they began the process of occasionally studying the PHS data to assess how they fared in terms of the services offered to the patients. In addition, the hospital took the initiative correcting the complaints brought about by their patients through the complaint forms as well as taking the step of regarding emotional support as a priority issue. In order to stay ahead of the curve in solving patient care issues, the hospital adopted the H-CAHPS earlier and this played a significant role (Quigley et.al, 2010 pg. 19).
Formal Action Plan
In an attempt to ensure that they accomplish the set out goals, the hospital put in place a three point formal action plan that they were to take. The action plan was hinged on three ideologies the first one being strengthening the focus on patient service, in that they would priorities their patients and make them feel appreciated and valued. The second strategy was to enhance communication between them and their patients while t...