Nurses Overcome Workplace Hierarchies to Improve Patient Experience, health and medicine homework help

Provide a brief synopsis of the meaning (not a description) of
each Chapter and articles you read, in your own words that will apply to the
case study presented.

2. Your Critique (50%)

Case Studies

Nurses Overcome Workplace Hierarchies to Improve Patient Experience Scores in
Phoenix ER 

and nurses have worked together for centuries, saving and prolonging countless
lives in healthcare facilities around the world. And as in so many other
professions featuring rich and deep-rooted histories, hierarchies
created long ago have been assumed by modern-day caregivers.

it was no surprise when emergency medicine leaders in Phoenix, AZ, initially
struggled in trying to improve their medical facility’s patient experience
scores. But by focusing on the heart of the matter, and successfully selling
a culture of quality to staff, they helped employees overcome social norms
to achieve success for the organization and, most importantly, the patient

Health, a nonprofit healthcare provider, encompasses 24 acute-care hospitals
and healthcare facilities in seven states (Alaska, Arizona, California,
Colorado, Nebraska, Nevada, and Wyoming) while employing more than 36,000
individuals. Located in Phoenix, Banner Good Samaritan Medical Center is a
Level One trauma hospital that provides services to more than 60,000 patients

Emergency Physician Insurance Program (EPIP) is a partnership between Banner
Health, Emergency Professional Services, North Valley Emergency Services, and
Progressive Medical Associates. EPIP, established in 2003, addresses challenges
involving malpractice coverage, while reducing the cost of malpractice coverage
and overall risk found in five Banner Health emergency departments.

the importance of positive patient experiences, EPIP created staff leadership
groups, or vision teams, that sought to achieve better patient interactions, communications,
and outcomes while also decreasing risk of malpractice. A vision team
composed of Banner Health physicians in Arizona was tasked with studying how
staff could improve patient experience scores and reduce litigation risks.

Moneesh Bhow, medical director at Banner Good Samaritan Emergency Department,
and the rest of the Patient Experience Vision Team, began a near two-year
process of digging into the patient survey data. But Bhow quickly
recognized an integral piece to the puzzle was missing from the physician-only
vision team: nurses. At Good Samaritan, like many medical facilities, Bhow said
a culture exists that creates a sort of separation between doctors and

Dallman, a nurse manager within the emergency department, agreed that
motivating the two sides to work together and create positive experiences was a
cultural change that was not going to be easy or happen overnight.

the define, measure, analyze, improve, and control (DMAIC) approach and Pareto
analysis of patient experience data, team leaders learned:  

of the problem was the lag time from when the patient left the facility to when
staff received feedback through mailed surveys.

unhappy patients, regardless of the care they received, felt there was a lack
of communication between doctors and nurses.

address these issues, the patient experience team implemented the following
process improvements:

a realtime, point-of-service survey program to improve the reaction
capabilities for the staff to make meaningful strides in helping unhappy or
distressed patients.

doctor-nurse conversations to the bedside.

“story time” within preshift meetings, during which staff members
shared tales of patient care victories, large and small.

the data collection and analysis, the patient experience team also focused on
the emotional side of the equation, specifically as relates to staff. A major
focal point of the improvement project was centered on engaging the clinician.
A culture change had to take place, Dallman said, so the vision team turned its
scope away from the patients and onto themselves.

a result of process improvements, patients are now 89 percent less likely to
file a complaint when a physician or nurse addresses any concerns prior to
discharge, which ultimately helps curb the risk of litigation.


should be asked to read the case and discuss all procedures done and suggest a
solution program.

3. Conclusion (15%)

Briefly summarize your thoughts &
conclusion to your critique of the case study and provide a possible outcome
for the patient positive experience.  How
did these articles and Chapters influence your opinions about check-in
procedures and Office visit?

will be based on how clearly you respond to the above, in particular:

a) The
clarity with which you critique the case study;

b) The
depth, scope, and organization of your paper; and,

c) Your
conclusions, including a description of the impact of these Case study on any
Health Care Setting and the marketing projects.

Expert Solution Preview

The case study presented delves into the issue of workplace hierarchies in healthcare facilities and its impact on patient experience scores. It highlights the journey of a Patient Experience Vision Team, composed of doctors and nurses, who sought to improve patient experiences, communications, and overall outcomes while reducing the risk of malpractice. Through their efforts, they were able to implement process improvements, such as creating a realtime survey program, moving doctor-nurse conversations to the bedside, and introducing “story time” to share tales of patient care victories.

The Patient Experience Vision Team’s success in overcoming workplace hierarchies and implementing process improvements serves as a significant turning point in healthcare’s journey towards patient-centered care. With the integration of a culture of quality and the collaborative efforts of doctors and nurses, they were able to achieve better patient interactions, communications, and outcomes while reducing the risk of malpractice. The team’s effective use of the DMAIC approach and Pareto analysis of patient experience data enabled them to identify gaps and address issues, such as lag time in patient feedback and lack of communication between doctors and nurses. Their approach also focused on engaging the clinician, highlighting the importance of a culture change that places value on patient-centered care and staff engagement. This case study emphasizes the need for healthcare providers to prioritize patient experiences and strive for continuous improvement in delivering quality care.

The case study’s impact on healthcare settings and marketing projects serves as a catalyst for change in the healthcare industry’s approach towards patient-centered care. It highlights the importance of integrating a culture of quality, engaging clinicians and staff, and implementing process improvements that prioritize patient experiences. Such a transformation is necessary to improve healthcare outcomes, reduce the risk of malpractice, and increase patient satisfaction, ultimately leading to improved patient outcomes and positive experiences. These articles and chapters have further reinforced the need for healthcare providers to prioritize the overall patient experience, from check-in procedures to office visits, to improve healthcare outcomes and deliver quality care.

Share This Post


Order a Similar Paper and get 15% Discount on your First Order

Related Questions

Describe and critique a current article that relates to Nursing Assignment Help

Describe and critique a current article that relates to hospital financing and competitive practices in healthcare. (Article should be from a scholarly, peer-reviewed journal published within the last 3-5 years). Submit 1,000-1,500-word paper with a KU title page and reference page in a scholarly format. You are a medical professor

GCU Patient Preferences in Care Discussion Reply Nursing Assignment Help

please respond to the following discussion as a peer making a comment. Hello everyone, Integrating patient preferences and values with clinician expertise is essential when making evidence-based decisions. This approach leads to patient-centered care, improves treatment adherence, and enhances health outcomes. Patients’ unique values, beliefs, priorities, and circumstances can significantly

UM Administrator in Training Rotation Experience Report Nursing Assignment Help

Complete and Submit the Three Sections of the Report for the Assignment: AIT Experience: LTC Settings and Services Report Template (ATTACHED) APA: Include APA 7th Edition Formatted Reference Page. ALL RESPONSES IN PARAGRAPH FORM. Complete Section 1 of the Report Select the Long Term Care (LTC) Settings and Services: ALREADY

NYU Autoimmune Disease of Myelin Abstract Nursing Assignment Help

`The disease is called MS You should read Wikipedia “Immune System”, “Antibody”,  “Antigen”, “T  cell”, “B cell”, “Macrophage”, “Dendritic cell”  for writing your abstract. It would also be good to read the Wikipedia article on MS.  The purpose of writing an abstract is to condense the material you have read

Within the Professions of Psychology Paper Nursing Assignment Help

PSY 540 Final Project Guidelines and Rubric Overview Within the professions of psychology, it can be typical for you to work on proposals for programs, studies, or new initiatives. For example, you may work for a university that regularly partners with foundations and corporations to identify grant opportunities for projects

Professional Ethics Instructions Baccalaureate education Nursing Assignment Help

Professional Ethics Instructions Baccalaureate education includes the development of professional values and value-based behavior (AACN, 2008). Ethics define professional ethics and their importance in the healthcare environment. The American Nurses Association has approved 13 standardized languages that support nursing care.  The benefits of standardized language include: better communication among nurses

Select one of the following populations: Aging Nursing Assignment Help

Select one of the following populations: Aging Population Homelessness Migrant Workers LGBTQIA+ Other Identified Vulnerable Populations from Your Reading Then complete the following steps for your discussion post: Identify which vulnerable population you have chosen to use for this post and describe what this vulnerable population looks like in your

WGU Population Health Data Analysis Paper Nursing Assignment Help

In this course, you learned that Informatics for Transforming Nursing Care integrates nursing science with multiple information and analytical sciences to identify, define, manage, and communicate data, information, knowledge, and wisdom in nursing practice. This provides knowledge and skills to apply informatics concepts, communications, and data critical to facilitating interprofessional

Professional EthicsInstructions Baccalaureate education Nursing Assignment Help

Professional EthicsInstructions Baccalaureate education includes the development of professional values and value-based behavior (AACN, 2008). Ethics define professional ethics and their importance in the healthcare environment. The American Nurses Association has approved 13 standardized languages that support nursing care.  The benefits of standardized language include: better communication among nurses and

HSA 599 SU Public Health Emergencies Discussion Nursing Assignment Help

I’m working on a health & medical discussion question and need the explanation and answer to help me learn. Discuss a life-threatening event or a natural disaster in your community, such as a severe weather event, terrorist attack, or other type of public health emergency. Examine an overall strategy that

Develop a literature map or a visual representation of the Nursing Assignment Help

Develop a literature map or a visual representation of the Public Health Informatics literature.  Also include a powerpoint presentation explaining the literature map with the slides Constructing a literature map helps you: develop an understanding of the key issues and research findings in the literature organize ideas see how different research studies