[Date] [Presenter’s Name]
Communication Executive Summary
Analysis of the data:
The data from this scenario comes from patients who have been in opting for the services of Metropolitan healthcare. The data results are on patients who have been clients at the institution for the last years, implying that the information given about the organization reflects the issues affecting the healthcare center (Manzoor et al., 2019). One of the data sources that I would consult for my analysis is the patient reviews recorded at the institution over time. The patient review platform contains data on the patient opinion about their feeling regarding the services at the institution.
The data plays a significant role in analyzing the issues affecting the clinic. The data shows a loophole in the management that needs effective assessment. The data from the clinic shows challenges affecting various departments in the office. The patients cannot ask their providers questions because a poor communication system developed between the clinic and the healthcare provider (Mohiuddin, 2020). The patients also face difficulty making appointments defining a poor channel linking patients and healthcare professionals. The main theme emerging from the data is the poor patient satisfaction running in all departments at the clinic.
Addressing these issues would positively impact the current communication problems affecting the clinic. Metropolitan Health will not meet its mission and vision if the current patient satisfaction issues are not met. The data points to a poor system that hinders the patients from solving their current issues (Manzoor et al., 2019). Addressing the cited issues from the Metropolitan Health center would effectively resolve the cited problems and direct the clinic to the desired outcome.
Communication Best Practices
Patient satisfaction is essential and each hospital should work towards it as they define the quality of care. Patient satisfaction leads to enhanced patient. Achieving patient satisfaction relies on the association between the patient and the healthcare provider. Addressing each patient on an individual basis allows the patients to feel a sense of belonging. This connection will enable them to share important information that could assist in delivering care (Mohiuddin, 2020). Again, the healthcare providers should develop clear communication that allows patients to understand what they expect. These are some of the best practices that heighten the satisfaction of patients.
The current issue affecting Metropolitan Health needs an effective solution. The management at the clinic needs a clear overhaul of the communication system. The relationship between the staff and patients is poor, leading to poor service delivery (Manzoor et al., 2019). Therefore, in this case, the healthcare professionals at Metropolitan Health need effective customer satisfaction training. The staff at the clinic are at the center of the solution to these problems as they should develop a culture of a good communication system with patients.
Stakeholders
Nurse managers, frontline workers, and the leadership team are at the center of solving these issues. Nurse managers train other nurses to develop a better relationship between them and nurses. Frontline workers heighten the service delivery and create a first impression on the patients at the clinic (Manzoor et al., 2019). The leadership team would focus on creating a better culture that allows healthcare works to value their communication with the patients. The limited communication with the stakeholders would increase the resistance to change.
Communication Strategies
The communication plan at the clinic would trigger the current issues affecting the quality of health care delivery at the clinic. The plan allows both patients and healthcare workers to receive communication timely as this would heighten the ability of the company to meet its desired outcome (Myszewski & Sinha, 2019). Developing a communication platform where the patient could table their opinion on the desired services. Becoming a leading healthcare provider in research and clinic practice requires a system allowing a clinic to collect patient data. The communication plan would be evaluated through the patient survey and the positive comments that cite improving patient satisfaction.
Conclusions
A communication plan is essential in offering desired quality healthcare. A healthcare organization that cannot meet the needs of its patients cannot meet its missions and vision. However, developing a culture of harmonious coexistence between patients and staff affects the positive outcome.
References
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International Journal of Environmental Research and Public Health, 16(18), 3318. https://doi.org/10.3390/ijerph16183318
Mohiuddin, A. K. (2020). An extensive review of patient satisfaction with healthcare services in Bangladesh. Patient Experience Journal, 7(2), 59-71. doi: 10.35680/2372-0247.1415.
Myszewski, J. M., & Sinha, M. (2019). A model for determining the value of patient satisfaction in healthcare. Business Process Management Journal. https://doi.org/10.1108/BPMJ-03-2019-0123
Assessment 3 Instructions
For the Organizational Communication Plan assessment you will create a 2-3-page executive summary that outlines an analysis of patient satisfaction data and puts forth a communication plan to improve organizational performance and improve patient satisfaction.
Introduction
Upon completion of the strategic planning process, further strategic thinking is required to determine how to achieve the goals identified. Implementation of the strategy requires setting objectives, and development of plans and budgets that translate into specific action plans (Ginter, Duncan, & Swayne, 2013). Action plans must be developed to link the department or organizational unit, such as surgical unit, human resources, to the overall strategy (Ginter, Duncan, & Swayne, 2013).
The value chains within health care organizations are comprised of those departments or components that create value and ultimately a competitive advantage for the organization (Ginter, Duncan, & Swayne, 2013). Innovation in the health care industry will change the way in which clinical care is delivered. New business models will develop in response to patient demands (Davey, Brennan, & McAdam, 2010). The inability to respond to the demand for innovative health care and new business models will result in the organization losing their competitive advantage. Justifying the need for a new business model requires the organization to understand the needs of the market in which they deliver services (Davey, Brennan, Meenan, & McAdam, 2010).
Reference
Davey, S. M., Brennan, M., Meenan, B. J., & McAdam, R. (2010). The health of innovation: Why open business models can benefit the healthcare sector. Irish Journal of Management, 30(1), 21–40.
Ginter, P. M., Duncan, W. J., & Swayne, L. E. (2013). The strategic management of health care organizations (7th ed.). San Francisco, CA: Jossey-Bass.
Demonstration of Proficiency
Competency 1: Apply theories and best practice in strategic leadership to drive improvements for health care systems.
Describe the key stakeholders and the importance of addressing their needs.
Competency 2: Apply theories and best practices in human resource and workforce management to solve organizational issues in health care systems.
Analyze operational issues.
Recommend current best practices to improve processes and solve operational issues.
Competency 3: Analyze the components of high performance teams to enable the achievement of the departmental strategic vision.
Describe effective communication strategies a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.
Competency 4: 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.
Demonstrate effective communication through writing and proper use of APA style.
Communicate in a professional and effective manner by writing content clearly and logically, with correct use of grammar, punctuation, and spelling.
Instructions
For this assessment, assume you are employed as a strategic planner with Metropolitan Health. Mission and vision are important to the strategic planning process of a health care organization.
For this assessment, consider the following mission and vision statement.
Mission: Metropolitan Health’s mission is to be the leading provider of the highest quality health care through education, research, and clinical practice.
Vision: To be the most trusted health care provider of choice for patients of the Sunrise region.
You have been asked to review the most recent patient survey data and develop an executive summary that addresses the data and develops a plan for improvement.
You interpret the data and find that the data from the previous twelve months of patient satisfaction surveys at Metropolitan Health indicate patients are dissatisfied with their overall patient experience. Areas identified as leading causes for dissatisfaction are related to the following:
The inability to ask their provider questions.
Difficulty in making appointments.
The lack of courtesy and respect from staff.
Note: Eighty-five percent of the patients who completed the survey have been seeking services from Metropolitan Health for over three years. Sixty percent said they are not likely to recommend the facility to their friends and family.
Now that you understand the data stated points, develop your executive summary that presents the following to the executive team:
Analyze operational issues (that is, analyze the data).
Where does the data for this scenario come from?
If available, what other data sources would you like to consult for your analysis?
How can this data be used to analyze operational issues for Metropolitan Health?
What areas, or themes emerge as the main issues from the data?
How might these issues negatively impact Metropolitan Health if not addressed?
Recommend current best practices to improve processes and solve operational issues.
Compare and contrast best practices for improving patient satisfaction.
Make recommendations on improving communication and reducing knowledge gaps between staff and patients.
Describe the key stakeholders and the importance of addressing their needs.
Describe who the stakeholders are.
Discuss implications of not communicating to stakeholders.
Describe effective strategies for communicating the strategic vision of the organization to key stakeholders.
Justify the need for the communication plan.
Describe the approaches and tools for a health communication plan incorporates the mission and vision.
Describe how the communication plan will be evaluated.
Additional Requirements
Structure: Assessment should be formatted as an executive summary. It is suggested that you make use of the following template:
Executive Summary Template [DOCX].
Length: 2–3 pages (not including the reference page).
References: Cite at least three current scholarly or professional resources.
Format: Use APA style for references and citations.
You may wish to refer to the following APA resources to help with your structure, formatting, and style:
APA Style and Format.
APA Style Paper Tutorial [DOCX].
APA Style Paper Template [DOCX].
Font: Times New Roman font, 12 point, double-spaced.
Organizational Communication Plan Scoring Guide
CriteriaNon-performanceBasicProficientDistinguishedAnalyze operational issues.Does not analyze operational issues.Identifies operational issues.Analyzes operational issues.Articulates operational issues and proposes improvements.Recommend current best practices to improve processes and solve operational issues.Does not examine alternative processes and potential solutions to operational issues.Lists alternative processes and potential solutions to operational issues.Examines alternative processes and potential solutions to operational issues.Proposes alternative processes and potential solutions to operational issues.Describe the key stakeholders and the importance of addressing their needs.Does not identify stakeholders and the importance of addressing their needs.Identifies stakeholders and the importance of addressing their needs.Describes the key stakeholders and the importance of addressing their needs.Describes the key stakeholders and the importance of addressing their needs and consequences for ignoring it.Describe effective communication strategies that a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.Does not list effective communication strategies that a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.Lists communication strategies that a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.Describes effective communication strategies that a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.Elaborates on effective communication strategies that a leader may choose to employ when communicating the strategic vision of the organization to key stakeholders.Demonstrate effective communication through writing and proper use of APA style.Does not demonstrate effective communication through writing and proper use of APA style.Demonstrates communication through writing and use of APA style with few errors.Demonstrates communication through writing and use of APA style.Demonstrates effective communication through writing and proper use of APA style with no significant errors, and supports analysis.Communicate in a professional and effective manner by writing content clearly and logically, with correct use of grammar, punctuation, and spelling.Does not communicate in a professional and effective manner by writing content clearly and logically, with correct use of grammar, punctuation, and spelling.Communication is not consistently professional, clear, and logical, or errors in the use of grammar, punctuation, and spelling, or the writing distract from the message.Communicates in a professional and effective manner by writing content clearly and logically, with correct use of grammar, punctuation, and spelling.Communication is professional, effective, and insightful; content is clear, logical, and persuasive; grammar, punctuation, and spelling are without errors.
