ASHFORD HCA 375 Week 2 Assignment Customer Satisfaction and Quality Care by arrowheadpink


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Customer Satisfaction and Quality Care

In this competitive health care environment, consumers want and expect
better health care services and hospital systems are concerned about
maintaining their overall image. There is also attention to ways in which
patient satisfaction measurement can be integrated into an overall
measure of clinical quality.
To begin, review the Hospital Consumer Assessment of Health Plans
Survey H.C.A.H.P.S. available at
Next, visit the Hospital Compare website, and follow these steps:
1. Type in your zip code
2. Ensure that “general search” is selected for the search type
3. Click on the “Find Hospitals” button
4. Select one of the hospitals by checking the box next to the hospital
name and click on “Compare”
5. Review the survey of patients’ hospital experiences
For the selected hospital, identify one satisfaction measurement criteria
that you recommend for improvement. In your opinion, how might this
customer satisfaction factor relate to quality outcomes? Provide a
concrete example that supports your opinion.
Additionally, use the definitions of structural and process aspects of care
from p.156 of your textbook to identify at least three barriers that exist
in the health care setting that could have an impact on the customer
satisfaction score you selected. Be sure to state at least one structural
barrier and one process barrier and describe the barriers you identified.
Finally, review the quality improvement tools presented in Chapter 3 of
your textbook. Select a tool that a health care organization might use to
study a process barrier related to the customer-satisfaction factor you
identified. Explain why you selected the tool and how it could be used.

Your paper should be two- to three-pages excluding title and reference
pages and must contain at least two scholarly sources from the Ashford
University Library. It should be formatted according to APA guidelines

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