Omgt 701-004 - Arnold Palmer Hospital

OMGT 701-004

Operations Management Production & Services

Assignment #1

Arnold Palmer Hospital

Submitted by:

Michael Sheikh

300990410

Submitted to:

Prof. Kamlesh Ghag

Date: 14th October 2018

1. Why is it important for Arnold Palmer hospital to get a patient’s assessment of health care quality?

Being in the healthcare industry, with the competitors always having sneak peak of the performance of nearby hospitals, it is therefore important for Arnold Palmer Hospital to keep the customer both patients and their supportive happy and satisfied. Since it’s not a product that we assess here and its more about the service, the best quality tool to evaluate the quality of the service is through survey or feedback post the treatment or medical services. Moreover, commitment of Arnold Palmer Hospital towards at most customer / patient satisfaction has paved way for their excellence in the charts. Meeting the customer needs doesn’t completely define the quality parameter. Therefore, continuous improvement is another key element that keeps the service industry to strive for and to keep the quality matrix sustained.

Patients / Customer always has an expectation from the place from where they receive the service from. That defines the standards and the feedback after the service defines if Arnold Palmer Hospital has met those parameters. This gives more focus towards customer centricity and one of the vital constituent in the service industry. In order to fulfill the continuous improvement plan of Arnold Palmer Hospital, they evaluate the survey / feedback form sent to the customer two weeks after the services and assess the weak spots and if needed heads towards the process improvement. Most of the organization focus of the quality metrics are fulfilled or not, if yes, they stop their and focus on the weak ones. But, in this case Arnold Palmer Hospital emphases on improving to the next level. Not just the customer / patient care but also the care of the attendees along with the patients. Let it be food, infrastructure, service, courtesy, care or any of such parameters, all of it are put into the quality metrics. Though the digital executive dashboard maintained, they evaluate and analyses the results.

2. What techniques does Arnold Palmer Hospital practice in its drive for quality and continuous improvement? Which other methods and techniques are available to maintain the quality improvements?

At Arnold Palmer Hospital, they implemented and still continues to improve the quality. The techniques used by Arnold Palmer Hospital to drive quality and for continuous improvement are as mentioned below:

Benchmarking: They practice and adapt the best industrial standards from products, services etc. At Arnold Palmer Hospital, they compare with the nearest hospital service organizations and participates in the national comparison, where they stood in the top 10% in terms of customer satisfaction.