Plan to Enhance Patient Experience Research Paper

Excerpt from Research Paper :



Developing an Overall Operations Plan

According to Organizations (2005), developing an overall development plan requires one to take into consideration the overall vision and objectives of the organization. The process takes into consideration the internal and external environment demands that influence the realization of the operational efficiency. Therefore, it entails taking into consideration aspects like determining the resources required for the success of the process, developing the most effective strategies, assessing the risk associated with the developed strategies, and coming up with methods of evaluating the success of the adopted strategies. The process also considers the resources required to facilitate the growth of the clinic.

Typical Patient Experience

Providing exemplary medical care does not engage or meet the needs of the clients. Patients consider exemplary medical care as a mandatory requirement for all hospitals. This necessitates the adoption of the patient experience to ensure satisfaction of the needs of the clients. Thus, it will be important for the clinic to provide patient experience care, which encompasses orchestration of activities aiming at providing meaningful customized care to each patient. One of the approaches I will use to ensure the provision of the patient experience is branding the clinic in ways that will ensure elusive patient care. This is through techniques such as physical grandeur like making the lobbies of the hospital similar to that of upscale hotels and providing outreach programs to the clients. This includes providing cooking classes for the diabetic patients, lactation programs for the pregnant women, and fitness exercises to the old. These programs will bring the brand of the organization to life and make it a component of the daily life of the community. Apart from this, the clinic will ensure cleanliness, security, and cool environment that will amuse the clients alongside providing outstanding medical care, and providing them with a brochure for the outreach programs provided by the facility. This experience will meet the clients' psychological elements such as passion, pride, integrity, and confidence (Perez, 2009).

Description of Patient Flow in the Clinic

Developing an effective flow of patients in the clinic will enhance the effectiveness of operations management. The flow of the patients will vary depending on the condition like emergency cases will be exceptional in the following flow of patients in the facility. Patients will be received into the facility at the reception and registration area. This will include obtaining the patients basic information. Customer care will assist the new patients. They will then be directed to the observation room where the nurse will obtain the vital signs of the patient besides conducting a detailed physical examination. Then, the patient will be led to the doctor's room where diagnosis of the disease will take place. Depending on the condition, the patient will receive treatment, referred to the laboratory/radiography department or admission to the ward. The patient also books for the next visit at this point. After this, the patient will be directed to the finance section where they will pay the bills. The above flow of patients will not be applicable in emergency cases (Woodcock, 2003). The overall flow is as shown below

How regulatory compliance and risk management will be addressed

Compliance plays a role in influencing the management of operations within the organization. It affects planning, decision making, and management of processes in the clinic. One of the key methods I will use to address compliance issues is working together with the employees and the necessary stakeholders. Involving the employees and the stakeholders will create awareness among them on the need for the adoption of strategies aiming at supporting adherence to the stated regulations. Orienting organizational activities in compliance will promote adherence to the stated rules and regulation. Addressing risks in the facility will entail the adoption of various strategies including risk avoidance, risk transfer, risk reduction, and risk retention. Risk avoidance will entail adopting measures that reduce risks such as infection prevention control. Risk reduction will entail reducing infectivity of hospital wastes. Risk transfer will include covering the facility against unknown risks. Cumulatively, these strategies will reduce incidences of risk and ensure compliance (Hall, 2006).

How to address quality improvement and best practices

Quality improvement is important to the organization, as it will sustain its performance and competitiveness. One of the techniques I will use to…

Sources Used in Document:


Buchbinder, S.B., & Shanks, N.H. (2012). Introduction to health care management. Burlington, Mass: Jones & Bartlett Learning.

Hall, R.W. (2006). Patient flow: Reducing delay in healthcare delivery. New York: Springer.

Foreman, M.D., Milisen, K., & Fulmer, T.T. (2010). Critical care nursing of older adults: Best practices. New York, NY: Springer Pub. Co.

Organizations. (2005). Environment of care: Essentials for health care. Oakbrook Terrace, IL: Joint Commission Resources.

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