FIRST SEMESTER SESSION A211 (2021/2022)

BJMQ3013 QUALITY MANAGEMENT

Case Study:
The Culture of Quality at Arnold Palmer Hospital

GROUP F

PREPARED FOR:

Dr. Siti Zakiah binti Abu Bakar

PREPARED BY:

NAME MATRIC NUMBER

Nurul Fikrah Binti Othman 262056

ANSWER

No 1.

In general, it is important for Arnold Palmer Hospital to obtain patient assessments of

the quality of health care because they need to know whether patient satisfaction is on par with
their own standards. Customer satisfaction levels need to be met by Arnold Palmer Hospital
for them to continue to earn their reputation today. Quality management system is a tool to
achieve enhanced customer satisfaction. Customers have tastes and preferences. Therefore,
organizations need to constantly produce high quality services. An organization should be
aware of how customer needs are met by their services. An organization exists because of
customers. Without customers, it would not exist. Basically, the customer has a way of gaining
satisfaction in the service and that is what informs their choice of whether to use the service or
not. Customer satisfaction depends on the customer’s perception of how the service meets their
needs.

It is right that patients have the expertise to evaluate the health care they receive to
realize that Arnold Palmer Hospital needs to improve the quality of health services that are
comprehensive, integrated, acceptable and affordable to the community. Understanding patient
assessment is an important step in moving toward patient-centre care. By looking at various
aspects of the patient experience, one can assess the extent to which patients receive care that
is responsive to the individual patient’s priorities, needs and values. Evaluating the patient
experience along with the effectiveness and safety of care is essential to provide a complete
picture of the quality of health care. The speed of feedback decisions allows for a deeper
understanding of the patient’s experience, giving Arnold Palmer Hospital an immediate insight
into emerging trends and potential challenges that must be addressed. And when they can
properly prioritize efforts to improve the patient experience, Arnold palmer Hospital will have
more success in improving the overall quality of their care. By patient assessment, Arnold
Palmer Hospital can benefit their organization and their loved ones.
No 2.

Building a culture of good quality in an organization is not an easy task as the

organization is always made up of different individuals who have their own beliefs, character
and level of intelligence with various personal objectives and goals. It takes into account the
manpower, pain, skills and procedures needed to create a culture of quality. There are several
techniques and steps that organizations can take to build a quality career is to recommend them
to make a SERVQUAL analysis that determines the quality. In building a culture of quality for
companies like Arnold Palmer Hospital that provide services to end customers, therefore the
quality of employee service is very important.

Arnold Palmer Hospital is an organization that provides services to end users, so there
is a total quality management method that they can use to improve their quality culture.
SERVQUAL is a service measurement scale that compares service expectations with service
performance. This instrument can be used by Arnold Palmer Hospital responsible parties to
identify deficiencies in the services they provide that can be improved to reduce the gap
between current services and employee expectations to end users of services. There are 10
determinants in SERVQUAL that will help to identify which parts of the organization are
lacking. The 10 determinants are efficiency, courtesy, reliability, credibility, responsiveness,
accessibility, communication, understanding, security and tangible. When this method is
applied, the person in charge will identify the problem and curb it effectively at minimal cost
but with high achievement to be celebrated as the SERVQUAL gap narrows which means the
organization begins to achieve the expected performance that has been aligned in operational
objectives and goals.
No 3.

The technique used by Arnold Palmer Hospital is the PDCA model. The PDCA model
is known as kaizen. The Plan-Do-Check-Act (PDCA) is a repetitive four-stage approach to
continually improving a product or service process and to solving problems. It involves
systematic testing of possible solutions, evaluating results and implementing solutions that
have been proven effective. Basically, at Arnold Palmer Hospital, they will plan, execute plans
and review progress through customer surveys, other in-hospital quality measurement tools, as
well as have staff from the deeper in level, spot problems and develop ways to track
performance.

Next, Arnold Palmer Hospital may use Six Sigma techniques. Six Sigma is a method
that provides organizations with tools to improve the capabilities of their business processes.
Improved performance and a decrease in process variation lead to a reduction in defects and an
increase in profitability, employee morale and quality of the product or service. In the context
of the Arnold Palmer Hospital case, they may use some of the seven six sigma tools, flow
charts, Pareto charts and process charts. Although not explicitly stated, it should use cause and
effect diagrams as well, as there is always a cause for every disease, the disease itself is an
effect that may have other far reaching effects as well.

In addition, Arnold Palmer Hospital uses benchmarking techniques to drive quality and
continuous improvement. Benchmarks are comparing business processes and performance
metrics to industry best and best practices from other companies. In terms of the healthcare
industry, benchmarking is the process of establishing standards of excellence and comparing
the functions or activities of a business, product or enterprise as a whole with standards that
will be increasingly used by healthcare institutions to reduce costs and at the same time improve
product and service quality. In the case of Arnold Palmer Hospital, the hospital participated in
a national benchmarking comparison against other hospitals where it scored in the top 10% of
overall patient satisfaction. Thus, the hospital has proven the quality of their services by
benchmarking and continuous improvement for the future.

Finally, Arnold Palmer Hospital uses empowerment techniques because they are
designed to increase levels of autonomy and self-determination in the public and in the
community to enable them to represent their interests in a responsible and self-determined way,
acting on their own authority. It is a process of becoming stronger and more confident,
especially in taking control of life and demanding one’s rights. As we can see, from the deeper
in level, employees are empowered to spot problems and develop ways to track performance
at Arnold Palmer Hospital. Staff are also authorized to award gifts worth up to $200 to patients
who find reason to complain about any element of hospital services.
No 4.

Methods Materials

Patient Needs
Nursery
Oxygen gas

Room
Variables
Wheel Chairs
Hospital Bed
Qualified nurses and
Heart Monitors
Incubator

Machinery Manpower

These are some of the variables that produce the highest survival rates for critically ill
infants. However, some actions such as developing an efficient supply chain to supply
medicines are needed that will solve certain issues. On the other hand, a functioning referral
system will help to refer patients for better treatment. To find the availability of medicines, the
implementation of automation systems will help to achieve that task. In addition, management
needs to be more active in developing online communication systems with patient families and
referral systems. The automation system will track the availability of medicines and report to
the authorities for supply. It will also bring transparency in the system and help patients for
better treatment.