Case Study: \"MUNSON MEDICAL CENTER: Constant Focus on Patient Satisfaction • Wr

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Case Study: "MUNSON MEDICAL CENTER: Constant Focus on Patient Satisfaction

• Write a position statement which is a simple sentence identifying the central issue/s you perceive to be the focus of the case. NOTE: Each student may perceive there to be a different issue for each case. It depends on your point of reference based on your individualized experience base. The analysis should then present a diagnosis of the situation.

Munson Medical Center is a 391-bed, nonprofit hospital located in Traverse City, Michigan. By focusing on patient satisfaction and engaging frontline staff in improving care, it has become one of the better large hospitals in the United States in terms of overall patient satisfaction, as measured by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. The following strategies appear to contribute to the hospital's success: ongoing measurement and feedback; high nurse-to-patient ratios, greater nurse authority under the "shared governance" model; acuity-adaptable patient rooms; mandated quiet time and staff relaxation rooms; and shift-to-shift bedside reports.

PERFORMANCE IMPROVEMENT STRATEGIES

Organizational model in which staff nurses are given a voice in determining clinical practice, standards, and quality of care.

Unit managers have financial incentives to improve: about 20 percent of their annual bonus is tied to meeting goals for patient satisfaction.

Patient stays in the same private room from admission through discharge--reducing patient transfers means fewer medical errors, falls, missed treatments, and lost belongings; improves staff and patient satisfaction, clinical outcomes, and efficiency.

Explanation / Answer

Even though Munson Medical Center is a non-profit organization, the way they are treating the patients is outstanding. The organization model which they have enable mainly to focus on patient satisfaction and engaging staff in improving care has made the organization to be one of the better larger hospitals in the United states. Not every hospital in the market focus on the patient’s satisfaction which really made the Munson stand out in the competition. There will be many other benefits of the better service and patient’s satisfaction,

Patient’s will be very satisfied and this leads to build better brand image for the medical Center

The hospital will stand out unique and gain competitive advantage in the market with other competitors

Better service leads to reduce the errors caused due to medication, avoids delay

The hospital gets benefitted due to large number of patients gets admitted due to good services they have been providing

Staff also will retain due to the good business happening in the hospital

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