Patient and Customer Satisfaction Discussion

Patient and Customer Satisfaction Discussion

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Learning Resources

Required Readings

Harris, J.M. (2017). Healthcare strategic planning (4th ed). Chicago, IL: Health Administration Press.

  • Chapter 6, “Phase I: Analyzing the Environment” (pp. 105-134)

Agency for Healthcare Research and Quality (2016). Applying the lessons of social marketing to a quality report. AHRQ. Retrieved from https://www.ahrq.gov/talkingquality/distribute/pro…

Arsene, C. (2018). Step-by-step actionable healthcare marketing plan for 1st quarter of 2019. Healthcare Weekly. Retrieved from https://healthcareweekly.com/healthcare-marketing-…

Grube, M. & Crnkovich, P. (2017). Giving a consumer focus to strategic planning in health care. Healthcare Financial Management, 1–5. Retrieved from https://search-ebscohost-com.ezp.waldenulibrary.or…

  • Note: You will access this article from the Walden Library databases.

Harvard Business Review Analytic Services. (2018). Improving the patient experience Harvard Business School Publishing. Retrieved from https://hbr.org/sponsored/2019/01/improving-the-pa…

Spear, C. H. (2018). Why it’s important to have a marketing plan: Implementing a strategic plan helps create revenue tor your practice. Optometry Times, (4), 1.

Required Media

Walden University Library (2016, January 29). Keyword and subject searching [Video file]. YouTube. Retrieved from 

  • Note: The approximate length of this media piece is 3 minutes.

Discussion: Patient/Customer Satisfaction

For most healthcare organizations, the customer is the patient. Like other businesses, healthcare organizations are evaluated by many of the usual measures of customer satisfaction (e.g., convenience of location, ease of getting the appointment, waiting time, price, etc.). However, healthcare organizations are also judged by patient outcomes. What the “customer” wants and what the “patient” needs may occasionally be in conflict, even though the “customer” and “patient” is the same person. For example, a person who is in a pre-diabetic state may be sent to a dietician to prescribe a healthier diet and exercise, but if the patient is not willing to follow through with these recommendations, they may not have an optimal outcome. This is one reason customer satisfaction for healthcare organizations can seem to be an elusive goal. Patient and Customer Satisfaction Discussion

To prepare for this Discussion:

  • Review this week’s Learning Resources.
  • Search for and select a scholarly article (less than 5 years old) in the Walden Library that identifies factors that influence patient/customer satisfaction in a healthcare setting.

BY DAY 4

Post a comprehensive response to the following:

  • Explain why factors influencing patient/customer satisfaction are important.
  • In your opinion, what is the most influential factor on patient/customer satisfaction in healthcare? Explain your choice.
  • How does the article you chose support or refute your opinion?
  • Summarize the article in your own words. Include the reference in APA format and the link to the article.

Support your work with specific citations from this week’s Learning Resources. Your citations must be in APA format.

Read a selection of your colleagues’ postings. Patient and Customer Satisfaction Discussion

BY DAY 6

Respond to at least two of your colleagues’ postings who chose a different factor in one or more of the following ways:

  • How does the article you chose support or refute your colleague’s opinion?
  • How do the patient/customer satisfaction factors identified by your colleague relate or contrast to the patient/customer satisfaction factors you discovered in your article?

Return to this Discussion in a few days to read the responses to your initial posting. Note what you have learned and/or any insights you have gained as a result of your colleagues’ comments. You are welcome to post these final insights.

 

You must proofread your paper. But do not strictly rely on your computer’s spell-checker and grammar-checker; failure to do so indicates a lack of effort on your part and you can expect your grade to suffer accordingly. Papers with numerous misspelled words and grammatical mistakes will be penalized. Read over your paper – in silence and then aloud – before handing it in and make corrections as necessary. Often it is advantageous to have a friend proofread your paper for obvious errors. Handwritten corrections are preferable to uncorrected mistakes.

Use a standard 10 to 12 point (10 to 12 characters per inch) typeface. Smaller or compressed type and papers with small margins or single-spacing are hard to read. It is better to let your essay run over the recommended number of pages than to try to compress it into fewer pages.

Likewise, large type, large margins, large indentations, triple-spacing, increased leading (space between lines), increased kerning (space between letters), and any other such attempts at “padding” to increase the length of a paper are unacceptable, wasteful of trees, and will not fool your professor.

The paper must be neatly formatted, double-spaced with a one-inch margin on the top, bottom, and sides of each page. When submitting hard copy, be sure to use white paper and print out using dark ink. If it is hard to read your essay, it will also be hard to follow your argument. Patient and Customer Satisfaction Discussion

ADDITIONAL INSTRUCTIONS FOR THE CLASS

Discussion Questions (DQ)

Initial responses to the DQ should address all components of the questions asked, include a minimum of one scholarly source, and be at least 250 words.
Successful responses are substantive (i.e., add something new to the discussion, engage others in the discussion, well-developed idea) and include at least one scholarly source.
One or two sentence responses, simple statements of agreement or “good post,” and responses that are off-topic will not count as substantive. Substantive responses should be at least 150 words.
I encourage you to incorporate the readings from the week (as applicable) into your responses.

Weekly Participation

Your initial responses to the mandatory DQ do not count toward participation and are graded separately.
In addition to the DQ responses, you must post at least one reply to peers (or me) on three separate days, for a total of three replies.
Participation posts do not require a scholarly source/citation (unless you cite someone else’s work).
Part of your weekly participation includes viewing the weekly announcement and attesting to watching it in the comments. These announcements are made to ensure you understand everything that is due during the week.

APA Format and Writing Quality

Familiarize yourself with APA format and practice using it correctly. It is used for most writing assignments for your degree. Visit the Writing Center in the Student Success Center, under the Resources tab in LoudCloud for APA paper templates, citation examples, tips, etc. Points will be deducted for poor use of APA format or absence of APA format (if required).
Cite all sources of information! When in doubt, cite the source. Paraphrasing also requires a citation.
I highly recommend using the APA Publication Manual, 6th edition.

Use of Direct Quotes

I discourage overutilization of direct quotes in DQs and assignments at the Masters’ level and deduct points accordingly.
As Masters’ level students, it is important that you be able to critically analyze and interpret information from journal articles and other resources. Simply restating someone else’s words does not demonstrate an understanding of the content or critical analysis of the content.
It is best to paraphrase content and cite your source.

LopesWrite Policy

For assignments that need to be submitted to LopesWrite, please be sure you have received your report and Similarity Index (SI) percentage BEFORE you do a “final submit” to me.
Once you have received your report, please review it. This report will show you grammatical, punctuation, and spelling errors that can easily be fixed. Take the extra few minutes to review instead of getting counted off for these mistakes.
Review your similarities. Did you forget to cite something? Did you not paraphrase well enough? Is your paper made up of someone else’s thoughts more than your own?
Visit the Writing Center in the Student Success Center, under the Resources tab in LoudCloud for tips on improving your paper and SI score.

Late Policy

The university’s policy on late assignments is 10% penalty PER DAY LATE. This also applies to late DQ replies.
Please communicate with me if you anticipate having to submit an assignment late. I am happy to be flexible, with advance notice. We may be able to work out an extension based on extenuating circumstances.
If you do not communicate with me before submitting an assignment late, the GCU late policy will be in effect.
I do not accept assignments that are two or more weeks late unless we have worked out an extension.
As per policy, no assignments are accepted after the last day of class. Any assignment submitted after midnight on the last day of class will not be accepted for grading.

Communication

Communication is so very important. There are multiple ways to communicate with me:
Questions to Instructor Forum: This is a great place to ask course content or assignment questions. If you have a question, there is a good chance one of your peers does as well. This is a public forum for the class.
Individual Forum: This is a private forum to ask me questions or send me messages. This will be checked at least once every 24 hours.