Competency

Evaluate the role and importance of patient satisfaction.

Course Scenario

Chaparral Regional Hospital is a small, urban hospital of approximately 60 beds, and offers the following:

• Emergency room services
• Intensive care
• Surgical care
• Obstetrics
• Diagnostic services
• Some rehabilitation therapies
• Inpatient pharmacy services
• Geriatric services
• Consumer physician referral services

Recently, the CEO has been hearing complaints from both patients and staff, varying from long wait times to rude physicians. You have been hired to design and implement a Quality Improvement Plan to help uncover quality problems and to satisfactorily resolve them.

Scenario Continued

You started inviting various members of the organization to join you in the QI development team. You received an email back from the Chief Financial Officer who questioned the value of surveying patient satisfaction. You must craft an email response to her explaining the role of patient satisfaction in quality improvement and why it is important.

Instructions

Your email should use proper email formatting (including subject line description) and contain language appropriate to the receiver.

Emails are typically formatted in the following way:

1. Begin with a greeting
2. Thank the recipient
3. State your purpose
4. Add your closing remarks
5. End with a closing

Although an email does not typically include citations, you may have to provide support for your statements, particularly those that involve numerical statistics and quotes from other sources. You would cite this per APA in your email.

APA formatting for the email, and proper grammar, punctuation, and form is required.