Discuss why the patient experience is a critical issue for health care operations.

While not entirely unique, leadership in health care differs from that of other service industries. Several unique characteristics of the health care industry include rapid and constant change, reduced reimbursements, political scrutiny, heavy regulation, a diverse workforce, and being tasked with the health and well-being of those who patronize the facility (often requiring life-and-death decisions).

For this assessment, consider your organization is three years into their ten-year strategic plan and they are updating it to align with current industry practice and standards. The Director of Strategic Planning has asked you to research several topics related to service line management, leadership, patient experience, employee relations, and quality improvement as these topics are top of mind for the staff, patients, payers, and regulatory agencies.

Include the following in your paper:

Analyze health care leadership and its impact on patient experience.
Discuss why the patient experience is a critical issue for health care operations.
Identify the senior leader’s role in impacting patient experience.
Explain implications for the organization if patient experience is not a strategic priority.
Describe potential signs of patient dissatisfaction.
Identify areas that would be impacted.
Analyze service line management and the challenges associated with this organizational structure.
Discuss service lines within the health care setting (for example, what they are, why they are formed, how they impact organizational success).
Discuss how clinical departments were managed prior to the development of service lines.
Describe the changes required in hierarchal structures to allow for more effective management.
Analyze the pros and cons of leading the service line using the dyad management model.
Describe the cultural shift involved in adopting a dyad management model.
Explain the importance of employee and provider relations on the overall success of the organization from the service line perspective.
Identify the support functions provided to a service line and the importance of these functions on its overall success.
Identify two resources (one must be culture) necessary for the service line director to be effective.
Analyze the role of the health care leader in regard to organizational quality improvement.
Analyze the impact of quality management on the overall success of the organization and why leadership is critical to improving quality (for example, the importance of quality as a strategy and implications for the organization if quality is not managed).
Discuss the role the leader has in quality management (for example, culture, improvement cycles, identifying opportunities for improvement).


Discuss the benefit of management rounding as it relates to identifying and managing quality issues within the organization.
Write clearly and logically, with correct use of spelling, grammar, punctuation, and mechanics.

Apply the principles of effective composition.
Determine the proper application of the rules of grammar and mechanics.
Write following APA style for in-text citations, quotes, and references.

Determine the proper application of APA formatting requirements and scholarly writing standards.
Assess the relevance and credibility of information sources.

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