12 barrier can also affect communication about medication It is important to

12 barrier can also affect communication about

This preview shows page 12 - 14 out of 26 pages.

12 barrier can also affect communication about medication. It is important to use an interpreter when communicating with such patients. D1. Organizational Change Organizational changes need to be made in efforts to help improve Florida Hospital’s HCAHPS scores in their low areas. The organizational change is as follows: Organization Goal Organizational Change Improvement in HCAHPS Scores Increase communications with physicians Incorporate programs provided by medical societies and large medical groups that improve physician communication skills By incorporating programs to improve physician communication skills, there will be better communication for the physicians. Increase responsiveness Incorporate in-service training on call light responsiveness By incorporating in-service training on call light responsiveness, there will be more timely responsiveness. Hourly rounding to increase communication on medication Incorporate hourly rounding training and training on teach-back method to ensure effective medication communication By incorporating hourly rounding training and training on the teach-back method, there will be more effective communication about medications. By making the above changes, there will be an improvement in HCAHPS scores, resulting in an increase in reimbursements received which allows Florida Hospital to reinvest in new technology to enhance patient care and quality outcome. D2. Structure, Process, and Outcomes In order for organizational change to occur, there needs to be a strategic plan for the structure, process, and outcome. The structure, process, and outcome for the first organizational change are as follows: Structure Process Outcome Increase communication Physicians will be provided with educational training on HCAHPS scores and how the scores affect Improve HCAHPS
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13 s with physicians reimbursement A program will be developed using role play which allows the physician to practice communication skills and receive feedback. The program will last half a day to five days. During the program, physicians will be provided with videos of patient encounters to help reinforce effective communication strategies and change ineffective ones. At the end of the training program, a standardized script will be provided to physicians to show expectations for communicating with patients. scores on the question "Patients who reported that their doctors "Always" communicated well” The structure, process, and outcome for the second organizational change are as follows: Structure Process Outcome Increase responsiveness Staff will be provided with educational training on HCAHPS scores and how the scores affect reimbursement Involve Shared Governance to determine barriers to responsiveness. Work with the IT department to determine Technology solutions to improve responsiveness.
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