You are the chief executive officer (CEO) of a large health care organization, Cornwall Regional Medical Center, and you noticed patient survey results show patients were clearly not satisfied with the wait times to see their primary care physician, even though there was an appointment. There are times the wait time could be an hour or more. As the CEO, you would like to see a significant improvement in wait times and an improvement in the patient satisfaction surveys.
Below are Cornwall Regional Medical Center’s mission, vision, and values statements.
Mission: Cornwall strives to inspire and contribute to health and well-being by providing quality care to every patient.
Vision: Cornwall will provide an excellent patient experience.
Integrity: Adhere to the highest standards of professionalism, ethics, and personal responsibility.
Explain the importance of quality improvement in health care. From a leader’s perspective, why does it matter whether wait times improve?
Determine challenges that may arise in this situation when implementing quality improvement and how you will address them.
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