Communication and Managing Patients
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Bryant & Stratton College *
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Course
301
Subject
Health Science
Date
Feb 20, 2024
Type
docx
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4
Uploaded by DeaconLion2753
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Communication and Managing Patients
HTHS301 – Health Services Management l
Bryant and Stratton College
Dr. Pamela Monroe
January 27
th
, 2024
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Adequate and appropriate communication is vital to our organization and can significantly impact the patient's experience. As such, I need to ensure our physician, clinical nursing leader, and executive team know how communication impacted our situation from earlier this week, how it was dealt with, and how patient complaints will be handled moving forward to remain compliant with the federal regulations. Communication
To engage our staff members in the best viable way and work towards a solution together, one-on-one meetings were held with each member of staff. During these meetings, I got
to know each team member on a more personal level, learned what motivates them, and learned where they struggled within our company. With their input, we were able to develop improvement plans that assist each one of them in meeting their goals while remaining in compliance as an organization. All staff within the organization took part in a "communication quiz," allowing members of management to be aware of and target their specific communication styles to ensure all communication is completed in a way each staff member will understand. We
also initiated an open-door policy for our team, allowing them to communicate with management
team members as issues arise. We want to cultivate a culture of support and understanding while working to meet our organizational goals. Managing Patients
Managing patient concerns and complaints will be at the forefront of our operations. Patient satisfaction surveys will be sent out more frequently and analyzed for potential areas of improvement and problems. Our hospital is developing a straightforward standard operating
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procedure for handling patient complaints and concerns that comply with federal regulations. We
need to ensure we meet a patient's reasonable expectations regarding care and deal with any grievance or complaint promptly and appropriately; resolution for grievances will take no more than 30 days (Grievances | CMS, n.d.). Proper management of patient complaints will improve patient satisfaction and outcomes and reduce liabilities.
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References
Grievances | CMS
. (n.d.). Www.cms.gov
.
https://www.cms.gov/medicare/appeals-grievances/managed-care/grievances