Week 5 – Assignment: Identify Strategies to Address Loss of Market Advantage
For this assignment, you will use this scenario:
You were recently hired by Hospital G to fill the vacancy of a long-term chief executive officer (CEO) who retired. In a meeting with your new executive leadership team to review the results of the HCAHPS survey—which showed a decline in patient satisfaction and an associated decline in the demand for hospital services—discussion included possible causal factors contributing to these declines. Indicators which scored below the national average compared to the national scores were identified. Additionally, a rise in the 30-day readmission rate for patients with congestive heart failure was noted as a clinical quality issue with financial implications, as was the rise in the hospital death rate from heart attack.
Table 5. Hospital G compared to national benchmark
Patient Experience Metrics/Ratings
Patients reported:
Hospital G
National
Nurses always communicated well
73%
80%
Doctors always communicated well
77%
82%
They always received help as soon as they wanted
59%
70%
Staff always explained their medicines before giving it to them
64%
66%
Hospital room and bathroom always clean
69%
75%
The hospital always quiet at night
65%
62%
Information was given about what to do during their recovery at home
84%
87%
Strongly agreed they understood their care when leaving the hospital
46%
53%
Rating their experience a ‘9’ or ‘10’ on a 0 (lowest) to 10 (highest) scale
67%
73%
Would ‘definitely recommend’ the hospital
68%
72%
Clinical Services/Ratings
Hospital G
National (benchmark)
30-day Readmission rate—Congestive Heart Failure (CHF)
25.3%
21.7%
Hospital death rate—heart attack
14.6%
13.2%
The decline in the demand for services signals the need for an assessment to identify the factors contributing to the loss of market share. The concurrent decline in patient satisfaction requires an assessment of the factors contributing to changes to the patient experience. The high readmission rates for patients with congestive health failure and the increased hospital death rates from heart attack requires a review of clinical services in the cardiac center.
Your chief marketing officer will lead a task force to analyze the external environment and current marketing materials. Your chief nursing officer, who also chairs the quality improvement committee will lead the task force assigned to assess the internal environment. The chief financial officer will provide the current and projected financial outlook given the decline in demand for services and loss of revenue from reimbursements.
Following their research, a new meeting was held with the task force chairs to gain insight into their findings. In addition to your senior team, you invited your hospital’s chief medical officer and the chief executive and chief nursing officers from your community health department. The task force committees have narrowed the issues into two main categories affecting patient satisfaction and the demand for services: communication and clinical services.
Assignment Instructions:
For this assignment, you will complete the table shown listing the conditions, strategies to address, and the expected results of each strategy. You will provide a narrative report justifying your responses in the table. Be sure to insert the table into your report.
Consider the following questions as you complete this assignment:
· Is patient satisfaction with the hospital affected by communication issues encountered during their hospital admission?
· Does the patient’s level of understanding of their discharge care affect the readmission rates and death rates?
· Are there marketing strategies that can improve communication?
Table 6. Template for conditions/strategies/expected results
Issue
Conditions
(I)nternal—Organizational
(E)xternal—Stakeholder
(B)oth
Strategies to Address
List 3 or more strategies for each issue
Expected Results
List all possible outcomes
Communication: Patients’ level of understanding their discharge care when leaving the hospital (7% below threshold)
Clinical service: 30-day readmission rates for patients with congestive health failure (3.6% below threshold)
Clinical service: Hospital death rate from a heart attack (1.4% below threshold)
Length: minimum of 3 pages, not including the title page and refer
References: minimum of 3 scholarly references
Week 5 – Assignment: Identify Strategies to Address Loss of Market Advantage
**Narrative Report: Strategies to Address Loss of Market Advantage**
**Introduction:**
Hospital G is facing challenges regarding a decline in patient satisfaction, a decrease in demand for services, and clinical quality issues, particularly in relation to communication and clinical services. This report outlines strategies to address these issues and improve overall performance.
**Communication Issues:**
Patient satisfaction is significantly affected by communication during their hospital stay, with several indicators scoring below the national average. Poor communication can lead to misunderstandings, dissatisfaction, and ultimately impact patient outcomes.
*Strategies to Address:*
**Implement Comprehensive Communication Training**: Provide ongoing training for healthcare staff on effective communication techniques, including active listening, plain language use, and cultural sensitivity.
**Utilize Multilingual Staff and Resources**: Ensure availability of interpreters and translated materials to overcome language barriers and enhance communication with diverse patient populations.
**Enhance Patient Education Programs**: Develop personalized discharge plans and educational materials tailored to patients’ health literacy levels, ensuring clear understanding of post-discharge care instructions.
*Expected Results:*
– Improved patient satisfaction scores in communication-related HCAHPS metrics.
– Enhanced patient understanding of discharge instructions, leading to reduced readmission rates and improved health outcomes.
**Clinical Service Issues:**
Hospital G faces challenges with clinical quality indicators, including high readmission rates for congestive heart failure patients and an increased death rate from heart attacks. Addressing these clinical service issues is critical to improving patient outcomes and maintaining the hospital’s reputation.
*Strategies to Address:*
**Implement Care Coordination Programs**: Establish multidisciplinary teams to coordinate care for patients with chronic conditions like congestive heart failure, ensuring seamless transitions between hospital and home settings.
**Enhance Cardiac Care Protocols**: Review and update clinical protocols and guidelines for managing heart attack patients, focusing on timely interventions, risk stratification, and post-discharge monitoring.
**Invest in Advanced Technologies**: Introduce innovative technologies such as remote patient monitoring and telemedicine to facilitate proactive management of chronic conditions and early detection of complications.
*Expected Results:*
– Decreased 30-day readmission rates for congestive heart failure patients.
– Reduced hospital death rates from heart attacks through improved clinical management and interventions.
**Conclusion:**
By addressing communication and clinical service issues through targeted strategies, Hospital G can enhance patient satisfaction, improve clinical outcomes, and regain its market advantage. Collaboration among internal stakeholders and engagement with external partners will be crucial in implementing these initiatives effectively.
[Insert Table 6: Template for conditions/strategies/expected results]
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