Introduction

Hospitals are one of the foundations of the community. It provides health care to the

people in one country. Their services and rehabilitative role in the society empowers one

individual to become more productive in the community. It is important that the hospitals are

completely performing their goals to give aid safety, medicine and mission of healing. To be

successful hospital institution they need a great preliminary study and in dept planning.

Arnold Palmer hospital is one of the most competitive hospitals located in downtown

Orlando, Florida. The hospital has different ways to evaluate their performance for their

continuous improvement like Pareto chart, flow charts and process charts. The hospital are

focusing on the health care of women and children reason why Arnold Palmer got the high

ranking in patient satisfaction and one of the highest survival rates of critically ill babies. The

student researchers identified that the hospital’s problem are they are too much confident in their

service to its patients’ reason why they are paying almost $200 for every complains, another

problem is they are too focused on the health care of women and children. Being a hospital, they

should priorities all category of health and safety of individual not only for those women and

children.

Thus, this study aims to answer how Arnold Palmer handles the situation where they can

accommodate other type of hospital need not only for women and children. It also answers how

they will improve their patient’s assessment without paying $200 just to prove that they are

giving them a good quality of service.

Background
Arnold Palmer Hospital is one of the popular and largest hospital for women and children

in the U.S, with 431 beds and it’s located in downtown Orlando, Florida. The hospital has more

than 2,000 employees serves an 18-country area in central Florida and it’s the only one trauma

center for children in that region. Arnold Palmer Hospital provides a complete medical service

including neonatal, pediatric intensive care, pediatric oncology, cardiology, care for high-risk

pregnancies and maternal intensive care. It opened in 1989, and in 2006 became a children's

hospital focused solely on specialty and subspecialty healthcare for children. The main goal of

Arnold Palmer Hospital is to give full support and services to the patients in order to improve

and continues to expand the facilities or even the performance when they meet the customer

satisfaction. The hospital carefully monitors for continuous improvement morbidity, infection

rates, readmission rates, cost per case and length of stays. To identify the improvement or

development of the hospital they use pareto charts, flowcharts and process charts. The hospital is

overconfident in the level of health care they offer, to the point that they are able to pay $200

every time the patient has complains. The Arnold Palmer Hospital allows patients to assess the

level of their services in order to provide them with basic information or solutions to their

problems. The result of these efforts gives them an opportunity to become more popular not only
on the U.S but also in other country. The most important thing that comes to the patients mind

when it talks about Arnold Palmer Hospital is the quality service that they provide.

Alternatives
The following alternatives are formulated to address the problems in the case.

Proposed Solution

1. Why is it important for Arnold Palmer Hospital to get a patient`s assessment of

health care quality? Does the patient have the expertise to judge the health care she

receives?

It is important for Arnold Palmer Hospital to obtain customer feedback on health-

care delivery and they need to know whether patient satisfaction meets their own as well

as industry expectations. Furthermore, “Hospitals in the field differentiated themselves

primarily on the basis of patient satisfaction,” Since they are the ones that are being

handled, the patient has the expertise to assess the health care treatment he or she

provides. Patients have the best idea of the kind of treatment they can get. It's usually a

family member or partner who is there to accompany the patient being cared if it's not the

patient herself.

2. How would you build a culture of quality in an organization such as Arnold

Palmer Hospital?

It will be difficult to establish a quality culture in an institution like Arnold

Palmer Hospital. Taking into account the efforts, challenges, preparation, and

processes involved in establishing a quality culture. I'll start with the hospital's vision
 and mission statement, which should prioritize quality care. The executive team

should be enthusiastic about implementing quality programs in the organization.

Second, there is a process for physicians and other medical professionals, such as

nurses, technicians, and other caregivers, to be hired. But I would also choose people

who have been educated, sensitized, and place a high emphasis on the organization's

quality issues. Pluses provide quantifiable quality criteria for various aspects of

healthcare facilities. As a result, encourage staff to make procedure corrections and

suggestions in order to maximize productivity.

3. What techniques does Arnold Palmer Hospital practice in its drive for quality

and continuous improvement?

Arnold Palmer Hospital has a strong commitment to safety and process change.

Customers will assess the level of health care they offer thanks to the development of

robust and scientific tools. As a result, Arnold Palmer Hospital can be reliably placed in

the top 10%. Employees will also give up to $200 to patients who have a complaint about

hospital facilities like food, courtesy, responsiveness, or cleanliness. In addition, keep

track of metrics like morbidity, illness rates, readmission rates, chronically ill baby

survival rates, case costs, and duration of stay.

4. Develop a fish- bone diagram illustrating the quality variables for a patient who

just gave birth at Arnold Palmer Hospital (or any other hospital).
Recommendation
The following strategies and recommendation are formulated to resolve some of the
issues.
 Expands the facilities of the Arnold Palmer hospital to accommodate those patients who

need health care services instead of prioritizing those women and children’s health care.

 Formulate different strategies to those complains like providing double effort to their

services rather than giving $200 in every complains to lessen the cost of the hospital.

 The hospital should evaluate the process flow and their current layout design before they

start building the expansion of the hospital.