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12barrier can also affect communication about medication. It is important to use an interpreter when communicating with such patients. D1. Organizational ChangeOrganizational 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 GoalOrganizational ChangeImprovement in HCAHPSScoresIncrease communications with physiciansIncorporate programs provided by medical societiesand large medical groups that improve physician communication skillsBy incorporating programs toimprove physician communication skills, there will be better communication for the physicians.Increase responsivenessIncorporate 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 medicationIncorporate hourly rounding training and training on teach-back method to ensure effective medication communication By incorporating hourly rounding training and trainingon 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 OutcomesIn 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:StructureProcessOutcomeIncrease communicationPhysicians will be provided with educational trainingon HCAHPS scores and how the scores affect Improve HCAHPS
13s with physiciansreimbursementA program will be developed using role play which allows the physician to practice communication skillsand receive feedback. The program will last half a day to five days.During the program, physicians will be provided withvideos 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:StructureProcessOutcomeIncrease responsivenessStaff will be provided with educational training on HCAHPS scores and how the scores affect reimbursementInvolve Shared Governance to determine barriers toresponsiveness.Work with the IT department to determine Technologysolutions to improve responsiveness.