WA7 - Arnold Palmer Hospital PDF

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Business Policy and strategy written assignment unit 7...

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1 Running Head: THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL

The Culture of Quality at Arnold Palmer Hospital Written Assignment 7 BUS 4406 – Quality Management University of the People Dr. Linda Howe May 26, 2021

2 THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL Would becoming ISO certified benefit more Arnold Hospital than implementing Six Sigma initiatives? Give at least 3 reasons properly explained. Becoming ISO certified can benefit Arnold Hospital more than the Six Sigma for the following reasons: 1. According to Knowles (20110, "The objective of this series of standards is to aid supplier quality assurance and to provide a common, authoritative and widely accepted standard by which to evaluate and compare the potential of firms to meet acceptable levels of quality and reliability" (p.38). ISO certification can give the patients and the hospital's suppliers a better assurance of the hospital's quality standards and that the management is following efficient ways to implement such quality standards. This can result in an increase in the number of patients and gaining contracts with more reputable suppliers. 2. ISO standards, if implemented authentically, can improve the hospital’s processes and, subsequently, the way it does business. According to Knowles (2011), “research evidence to suggest that ISO 9000 certification is correlated with business improvement” (p.39). Improved processes and business procedures can, ultimately, draw more patients and more investors. 3. According to Knowles (2011), "The standards attempt to formalize and standardize the general approach towards Quality" (p.40). This is achieved by documentation, audits, and record keeping. The evaluation process is based on numbers and figures that are concrete and can be visible to improve, rather than the Six Sigma broad and incoherent concepts of evaluation with labels like the color of belts and some Greek acronyms. As a hospital, Arnold Health Centre can monitor its progress by seeing definite numbers rather than other qualitative and speculative abstract descriptions.

3 THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL Should management at Arnold Hospital control all processes tightly? Why? Give minimum 2 reasons properly explained? Arnold Hospital's management should use better communication with its employees rather than tightly control all the processes in the hospital. Tight control from management can lead to: 1. Employee demotivation: the lack of autonomy can make the work at the hospital procedural and bureaucratic, which can lead to longer waiting times. 2. Deteriorating workplace environment: when trained professionals are micromanaged, the belief in the mission and the vision of the hospital will become disintegrated from the employees', which can create a toxic working environment that ignores aspects that are vital for hospitals, such as hygiene. What in your opinion should be monitored continuously and why? 1. Morbidity rate; as the survival rate is the essence of evaluating a hospital. Higher morbidity rates will steer patients away, and ultimately, damage the hospital's profit and reputation.

2. Waiting times; as lengthy wait times will result in dissatisfied patients. Patient satisfaction is key to the readmission rates, as a satisfied patient will build trust in the quality of the services s/he gets in the hospital.

How could Arnold Hospital thrive towards Excellence? Explain. (Give 5 different means). 1. Developing a strategic plan that fulfills the hospital's mission and vision. 2. Human resources practices that will hire employees that are able to carry out the hospital's vision and mission. 3. Adding value for patients, which can be achieved by including the latest technology in the health sector market.

4 THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL 4. Engaging in CSR practices, as giving back to the community will enhance the hospital's reputation. Reputation is key to the health industry. 5. Adopting sustainability as a business practice. Sustainability will reduce the hospital's carbon footprint, which, in turn, result in better health for the public. Develop a fish-bone diagram illustrating the quality variables for the ICU (Intensive Care Unit) at Arnold Hospital. Include causes and sub-causes.

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At Arnold Hospital, daily tools adopted are Pareto charts, flowcharts and process chart. Give an example of how can they adopt a Pareto chart and illustrate it (draw it). Give as well an example of how they can adopt a flowchart and illustrate it. Explain assumptions as needed. 1. Pareto Chart

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2. Flow Chart

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Suggest another tool to be adopted by Arnold Hospital and explain its importance. Give an example of how it could be used and illustrate it. Checklists can be another useful tool. It will guarantee that the employees will finish their work and keep track of materials. The cleaning crew can use the following checklist:

Tasks ICU Laboratories Surgical rooms Patient rooms and compartments Public areas Furniture Bathrooms Kitchens Materials and supplies renewed

Done

8 THE CULTURE OF QUALITY AT ARNOLD PALMER HOSPITAL References Knowles, G. (2011). Quality Management. London, UK: Ventus Publishing ApS; Bookboon....