Access the Hospital Compare website listed in your resources for this week. On this webpage, enter the name of a hospital of your choice. The resulting hospital profile includes tabs to find information on the survey of patients’ experiences as well as other performance metrics. Create a table of metrics based on the survey of patients’ experiences similar to the example shown. List the organization’s scores and national scores provided on the website. The metric table example shown was created using tables in a Word document. Alternately, you may wish to use Excel. Table 4. Patient Experiences Metric Patients reported: Hospital National G Nurses always communicated well 73% 80% Doctors always communicated well 77% 82% They always received help as soon as they 59% 70% 64% 66% 69% 75% wanted Staff always explained their medicines before giving it to them Hospital room and bathroom always clean The hospital always quiet at night 65% 62% Information was given about what to do during 84% 87% their recovery at home Strongly agreed they understood their care 46% 53% 67% 73% 68% 72% when leaving the hospital Rating their experience a ‘9’ or ‘10’ on a 0 (lowest) to 10 (highest) scale Would ‘definitely recommend’ the hospital When you have created your Metric Table in Word, select the tab Insert and then click Chart, from which you will select a bar graph display. Your resulting image should look like the example here. This week, you will complete the marketing needs assessment by examining organization performance through the lens of regulatory agencies that ensure transparency to individuals seeking healthcare services. The measurement of healthcare organizational performance is not isolated to the United States, as regulators increasingly span the continents in the global healthcare delivery marketplace. A factor affecting the global healthcare delivery marketplace includes consumers who travel to foreign countries seeking healthcare services at lower costs. The U.S. government recently issued a warning to citizens seeking bariatric surgery at a popular Mexican clinic due to the clinic’s high rate of postoperative complications. In their qualitative case study of organization performance of a teaching hospital in Italy, Mariani and Tieghi (2018) found foreign healthcare organizations and healthcare professionals become somewhat defensive when external agencies exert pressure on measuring performance. Monitoring hospital quality indicators include assessing the 30day readmission rates of patients with chronic obstructive pulmonary disease and congestive heart failure; the hospital mortality rates and infection rates; and the elapsed time to initiate surgical intervention for hip fractures. These are several performance measures identified by the Joint Commission, the organization which accredits U.S. healthcare organizations, enabling these organizations to receive Medicare and Medicaid payments. Healthcare organizational performance measurement and analysis requires the creation of a culture of evaluation and dedication to performance improvement. Exhibiting dedication to performance improvement can be found in how well healthcare organizations respond to patients’ perception of quality through the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) questionnaire, certified by the Centers for Medicare and Medicaid Services (CMS). This standardized survey of eligible patients who spent at least one night in the hospital is an instrument administered by a thirdparty vendor around 14 to 21 days following the patients’ discharge. The value of this feedback from patients informs needed quality improvement efforts (Westbrook, Babakus, & Grant, 2014). Patient perceptions and reported satisfaction levels are important to the hospital’s image and reputation. These factors must be included in the marketing analysis. • Amir-Heidari, P., Maknoon, R., Taheri, B., & Bazyari, M. (2017). A new framework for HSE performance measurement and monitoring. Safety Science... Link • Appold, K. (2016). Price transparency: Where are we now? Managed Healthcare Executive, 26(3), 36–37. Link • Carmichael, J., Jassar, G., & Nguyen, P. A. (2016). Healthcare metrics: Where do pharmacists add value? American Journal of Health-System Pharmacy... Link • Cassel, C. K., Conway, P. H., Delbanco, S. F., Jha, A. K., Saunders, R. S., & Lee, T. H. (2014). Getting more performance from performance... Link • Centers for Medicare and Medicaid Services (2018). What is Hospital Compare? Link • Demartini, C., & Trucco, S. (2017). Are performance measurement systems useful? Perceptions from health care. BMC Health Services Research, 17(1), 96. Link • Emami, S., & Doolen, T. L. (2015). Healthcare performance measurement: Identification of metrics for the learning and growth balanced scorecard... Link • Fache, P., Sicotte, C., & Minvielle, É. (2016). The search is on for coherent performance measurement in healthcare organizations. Has Quebec... Link • Harrison, J. P. (2016). Fundamentals of Strategic Planning. In Essentials of strategic planning in healthcare (2nd ed., pp. 77-99). Chicago, IL... Link • Harrison, J. S., & Thompson, S. M. (2014). Strategic management of healthcare organizations: A stakeholder management approach. New York, NY... Link Read Chapter 6. • Hospital Compare (2018). Hospital Profile. Link • Joshi, M., Ransom, E. R., Nash, D. B., & Ransom, S. B. (2014). The Healthcare quality book: Vision, strategy, and tools (3rd ed.). Chicago, IL... Link Read Chapters 1 and 10. • Langton, J. M., Wong, S. T., Johnston, S., Abelson, J., Ammi, M., Burge, F., & McGrail, K. (2016). Primary care performance measurement... Link • Leonard, K. L., & Masatu, M. C. (2017, May). Changing health care provider performance through measurement. Social Science & Medicine, 181, 54-65. Link • Mariani, L., & Tieghi, M. (2018). Measuring effectively in healthcare: From the governance of the system to the management of the organizations... Link • Nguyen, A. P., Hyder, J. A., Wanta, B. T., Stelfox, H. T., & Schmidt, U. (2016, December). Measuring intensive care unit performance after... Link • Palumbo, R. (2017). Exploring the divide between output and outcome measures in health care: Conceptual and empirical insights from a literature... Link • U.S. Department of Health and Human Services. (2014, May 7). New HHS data shows major strides made in patient safety, leading to improved care... Link • Westbrook, K. W., Babakus, E., & Grant, C. C. (2014). Measuring patientperceived hospital service quality: Validity and managerial usefulness... Link • White, S. V. (2014). Interview with a quality leader: Dr. John Combes on boards and governance. Journal for Healthcare Quality: Promoting... Link
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