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Case Study 1 HSMT 4202

This case study describes a specialty practice that was experiencing internal issues between staff members which negatively impacted patient care. The practice manager began holding weekly staff meetings and recording patient complaints to identify trends. When these changes did not fully address the issues, an outside consulting firm was brought in. The practice used patient surveys to collect feedback and identify areas for improvement. The case demonstrates the importance of continuous quality improvement and knowing when external help is needed to make changes.

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165 views2 pages

Case Study 1 HSMT 4202

This case study describes a specialty practice that was experiencing internal issues between staff members which negatively impacted patient care. The practice manager began holding weekly staff meetings and recording patient complaints to identify trends. When these changes did not fully address the issues, an outside consulting firm was brought in. The practice used patient surveys to collect feedback and identify areas for improvement. The case demonstrates the importance of continuous quality improvement and knowing when external help is needed to make changes.

Uploaded by

api-490176265
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Case Study 1

HSMT 4202

I think that this case is a great example for CQI application because
personnel at the practice were included in the improvements made to the
quality of care in this practice. There were so many internal issues
between staff members which was reflected amongst the treatment of the
patients. The specialty practice manager was able to begin addressing
these issues by making weekly communication between staff members a
routine. Still receiving complaints, the manager started to record and find a
trend in which complaints they were receiving. This is when the chief
admin and the practice manager brought in the FPG to decide what
changes needed to be made. This is how the funding came about to work
on restructuring the patient experience.
Once the changes that the practice manager started making
weren’t completely working and fixing their issues, they started including
more people to help try to fix these issues. This shows the continuous
improvements that were being made within this practice.

Some good lessons to learn from this case are how to view trends
within a setting, especially with patient feedback. If a good number of
people are leaving the same reviews, and talking about the same things
that they are noticing within the practice, it helps the practice manager to
better identify what is going on within the practice.
Another good lesson to learn from this case study is to know as a
practice manager when things are out of your personal control and when
you’d need to ask for help. Especially with continuous improvements being
made, just being one person, it’s easy to run out of ideas.

I thought a very impactful tool in this case study was the use of
collecting surveys and reviews about the environment at the practice. It
was good to have a pool of responses to work from.
Once that didn’t succeed like it had hoped to, getting outside assistance is
always a great tool to have if you have the resources.

If I was in the leadership seat, I hope I would have caught these


issues earlier instead of letting them go on for as long as they did. With my
vast experience in customer service, it’s easier for me to tell when an
employee isn’t good at interacting with other people.
I feel like this situation could’ve been prevented at the hiring and training
level. Making sure that employees are good at working with other people
and training them to make sure they’re aware of job expectations and
duties makes this situation more preventable. Upon receiving the first
complaint I would try to get to the root of the problem before it becomes
apparent to more patients that we don’t have our handle on things and
they go elsewhere.

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