Operation Management

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1. Why is it important for Arnold Palmer to get a patient's assessment of health care quality? Does the patient have the expertise to judge the health care he/she receives? Arnold Palmer Hospital primarily focuses on providing quality health care to their patients; seeking feedback from patients helps the hospital in knowing customer's expectations which is important in improving their services. If customer expectations are not met, the hospital should be thinking about the ways to improve their process/services. Furthermore, a patient's assessment enables them to improve performance and achieve better results. It also helps in providing the staff with the information they need to improve performance which would lead to better patient satisfaction. Keeping patients and their family satisfied is essential for the hospital's success and growth. Poor customer service may result in negative word-of-mouth that the hospital wants to avoid. Patients today can judge better regarding their health care quality than anyone else. When patients are given quality service experience and provided with the detailed information on their health problems and the corresponding medical diagnosis and treatments they will be in a position to judge the health care he/she receives.

2. How would you build a culture of quality in an organization, such as Arnold Palmer Hospital? Arnold Palmer Hospital's primary goal is to provide quality health care to their patients. To achieve this goal they have to ensure that patients get the best customer service in their hospital. The following dimensions of quality should be applied to all the aspects of the services: Reliability: Creating a culture that radically reduces system failure and effectively respond when failures do occur is the goal of high reliability. The concept of reliability has to be used to make patient care better. It is used to achieve patient safety, quality, and efficiency goals. Responsiveness: Staff should be...
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