Quality and Patient Satisfaction Presentation

  

Scenario

A for-profit healthcare organization is attempting to address patient satisfaction concerns based on a recent survey. Patients have indicated their dissatisfaction with the time spent in the waiting area for ED visits. You are part of the operations team tasked with developing a new service, which will allow patients to make online reservations for emergency room visits prior to arrival to the ED. The VP of Operations has asked you to assist with the proposed addition by developing a presentation that can be shown to the executive board for the new service offering. Most of the board members have extensive experience in business and are very well abreast with the role of operations management in business. Part of your task is to illuminate the parallels of operations management in business with operations management in healthcare. You have decided to use OpenTable, an organization known for its online reservation processes, as your benchmark.

Instructions

The presentation should include:

1. A discussion on the significance of operations management in healthcare, its principles and functions and the need for competent leadership in the areas of operations management and healthcare administration in order to achieve operational goals.
2. The potential benefits and challenges of implementing e-Reservations in the healthcare setting.
3. A strategy map.
4. A value proposition.
5. An analysis of the OpenTable success story.
6. A proposed change simulation model (SmartArt can be used to create a flow chart to depict the proposed changes).
7. A process improvement methodology (Six Sigma,      Lean, etc.) discussion on how the application of the chosen methodology can reduce artificial variance specific to the performance of key organizational leaders (i.e., healthcare administrator, operations manager).

The goal of the presentation is to convince the board of trustees the new service will improve quality and increase patient satisfaction. Students should have creative freedom to present their assignments utilizing any mode of presentation, i.e. PowerPoint, portfolio, internal memorandum, etc.

A – 4 – Mastery

Presentation includes a thoroughly developed discussion on the significance of operations management in healthcare, its principles and functions and the need for competent leadership in the areas of operations management and healthcare administration in order to achieve operational goals.

A – 4 – Mastery

Assesses potential benefits and challenges of implementing e-Reservations in the healthcare setting with specific examples and strong, well-implemented supporting evidence.

A – 4 – Mastery

Strategy map is clearly organized, professional, and easy to read.

A – 4 – Mastery

Clear and thorough construction of a value proposition.

A – 4 – Mastery

Analyzes the OpenTable success story with strong, well-implemented supporting evidence.

A – 4 – Mastery

Proposed change simulation model is detailed, clearly organized, professional, and easy to read.

A – 4 – Mastery

Discusses how the application of the chosen process improvement methodology can reduce artificial variance, specific to the performance of key organizational leaders with specific examples and strong, well-implemented supporting evidence

Deliverable #7

Organization: For-Profit

Problem: Low patient satisfaction with WAIT TIME in ED (surveys)

Who Am I? Operations Team Member

What am I doing? Developing a NEW SERVICE for Reservations for ED (Online)- TECH

What am I completing: PPT Presentation (shown to executive board) about new service – New service IS ONLINE RESERVATION SERVICE FOR ED

Be sure to include: parallels of operations management in business with operations management in healthcare (tailor operations management to healthcare here, remembering that health is a BIG BUSINESS and with that, the principles of operations management don’t differ that much, but our services, etc. do)

Online Reservation Tool: OPEN TABLE

The goal of presentation: Using e-reservations (OpenTable) will do two things: Increase the quality and Patient Satisfaction

Instructions:

1.
Discuss OM (Operations management keeping in mind that the board are all experts in the field of operations management) – Specifically include A. Principles and B. Functions of OM – Tie in the role of leadership in HCA when it comes to OM

2.
E-reservations benefits and challenges (using Open Table)

3.
Make a strategy map (for how you will implement Open Table Reservation tool for ED)

4.
A value proposition -1. Statement with covers The buyer–who is your product for? (Patient & Family members, friends etc. responsible for getting that person to the doctor, ED etc. (Responsible person); The product–what problem does it solve? OpenTable – E-reservation platform; The market–how do you stand out from your competitors? We’re assuming that no other healthcare organization has a ED e-reservation tool at this point so we are trying to be FIRST to market!

5.
Tell us about and analyze OpenTable (research the Open Table story and use that research as a reference or references)

6. Flow chart with how we will introduce OpenTable and provide a visual of that

7. Process improvement method – Lean Six Sigma – How can the use of six sigma reduce “artificial variance in the performance of key healthcare leaders – Be specific with the types and include the HCA and the OM at least).

A strategy map is a diagram that shows the general strategy of an organization and how different areas of the organization fit into it. This is a powerful way to communicate the organization’s strategy to employees, executives, and stakeholders. 

A business strategy can be complicated, but a strategy map should effectively communicate everything on just one page. Goals for the business are mapped along business perspectives, and then arrows show how the goals interrelate. 

When creating your own strategy map: 

· Brainstorm goals for your organization. There should not be too many goals on the strategy map, or the strategy will be difficult to communicate. Think big-picture. 

· Match the goals to each of the following business perspectives:

· Financial

· Customer

· Internal Business Processes

· Learning & Growth

· Create a visual with the goals mapped on horizontal “lanes,” one for each business perspective. 

· Use arrows to show how the goals interrelate. 

When you create your strategy map, you can use Microsoft Word or any number of free image-creation websites. 

Below you can see an example of a strategy map: 

A value proposition is a statement used in business that explains what benefit you provide to your consumers and how you do it. In short, why should customers buy your product, and why should they buy it from you? 

To craft your own value proposition, use the following considerations to draft a few sentences about your product.

·
The buyer–who is your product for? (Patient & Family members, friends etc. responsible for getting that person to the doctor, ED etc. (Responsible person)

·
The product–what problem does it solve? OpenTable – E-reservation platform

·
The market–how do you stand out from your competitors? We’re assuming that no other healthcare organization has a ED e-reservation tool at this point so we are trying to be FIRST to market!

SMARTART

In Microsoft Word, PowerPoint, or Excel, you have two options for creating flowcharts. You can either use 
SmartArt or 
Shapes from the 
Insert tab. 

Using SmartArt

Within SmartArt, you’ll find an array of graphic options to choose from. 
Process is usually a good option for flowcharts, but the choice is yours. After selecting the general category, additional options will appear for you to choose from. Think through your project and the process you are describing; choose the design option that best meets your needs. You can always adjust, delete, or insert a new choice later.

After making your choices, the graphic you’ve selected will appear on the page. At this point, you can add or delete boxes, change the shapes used, and edit colors and fonts.  Click [Text] and type in the text you want to appear in the specific box.

For additional instruction:

· The Microsoft Office website features various tutorials and instructions for 

how to create a flowchart with SmartArt

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· SkillSurfer also provides detailed instructions and visuals for 

using SmartArt

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Using Shapes

If using 
Shapes, select a shape from the menu of options.

Click where you’d like the shape to appear on the page, and drag to the appropriate size. Continue adding shapes and lines to complete your flowchart. Right click on the shapes to access a variety of options to insert text and adjust font options.

For additional instruction:

· The Microsoft Office website features tutorials and instructions for 

using shapes effectively

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