Free Essay

Implementation and Integration of Real Time Location Systems at County Memorial Hospital

In: Business and Management

Submitted By sylvrfaeree
Words 2410
Pages 10
Implementation and Integration of Real Time Location Systems at County Memorial Hospital sylvrfaeree Managerial Applications of Information Systems—MIS535
DeVry University
2015

Table of Contents
Abstract 3
Company Background 3
Business Problems 3
High Level Solution 4
Benefits 4
Approach 5
Overview of Real Time Location Services 5
Technology to Augment the Solution 6 Versus Advantages 6 Cisco IoE Location Aware Solutions for Healthcare 7 Hill-Rom Clinical Workflow Solutions 7 Centrak Clinical Grade Visibility Solutions 7
High Level Implementation 7 Hardware and Software 7 Personnel Training and Understanding 8
Overall Recommendations 8
Conclusion and Summary of Project 10
References 11

Implementation and Integration of Real Time Location Systems at County Memorial Hospital
Abstract
The issue to be addressed is the lack of tracking processes for staff movement, patient flow through the facility, and the resulting inefficiency and lower quality of patient care.
Company Background
Rural County Memorial Hospital was founded in central Rural County in 1951. Since its founding RCMH has grown into an award winning acute care facility dedicated to quality patient care. The facility’s goal has always been to provide health services for the residents of Rural County and the surrounding areas. Rural County Memorial Hospital was the first hospital in the state of South Carolina to receive LEED (Leadership in Energy and Environmental Design) certification for in-patient facilities, which sets them apart as an environmentally friendly facility.
Rural County Memorial Hospital recently completed a $22 million expansion which included a 4,700 square foot addition, including a new state of the art operating room suite, expanded emergency department and increased its acute care bed capacity from fifty-six to eighty-one total beds. Rural County Memorial Hospital includes multiple medical specialties from orthopedic surgery, hospitalist care and OB/GYN to cardiac diagnostic services
Rural County Memorial Hospital is currently using Meditech, an electronic medical record (EMR). The EMR is used for all of the charting, physician orders, lab result reporting, and radiology reports.
Business Problem
Rural County Memorial Hospital has no process for tracking staff movement through the hospital. The facility also has limited processes for tracking the flow of patients through the various areas of care, such as transport of a patient from the Emergency Department waiting room, through triage, radiology and on to admission or discharge. The only process for patient tracking currently in use is verbal communication from one staff member to another.
The impact of the lack of tracking processes culminates in higher wait times and bottlenecks in certain areas. Another impact is caused by inefficiency in the movement of nurses and other clinical staff through their respective areas, resulting in staff members who feel overwhelmed, overworked and frustrated by the end of their shift. The lack of efficient movement of staff and patients results in less effective, lower quality patient care.
High Level Solution
In order to identify and minimize bottlenecks in the flow of patients through the facility, improve the efficiency of staff movement and raise the quality of patient care, I propose Rural County Memorial Hospital consider the implementation and integration of a complete real time location system. Real time location systems work through the use of radio frequency identification and/or wireless internet connections. The systems are capable of being integrated into the Meditech Electronic Medical Records software system.
The use of real time location systems will enable Rural County Memorial Hospital to identify inefficiencies in the flow of patients causing bottlenecks, which will allow management to take steps to improve the flow of patients through the facility. Real time location systems will also give management the opportunity to observe clinical staff movement, which will provide a starting point in improving the efficiency of movement of staff.
Benefits
There are several benefits to be reaped by Rural County Memorial Hospital with the use of real time locating systems. Through tracking the flow of patients through the facility, management will be able to identify and improve several aspects of patient care. As patients move through the different departments of the hospital, management will be able to view the amount of time each patient spent in each department, which will enable the identification of where bottlenecks are happening, and enable mangers and staff to create solutions to each bottleneck area thereby decreasing patient wait time and increasing the quality of patient care.
Tracking the movements of clinical staff members will enable management and staff to be aware of how much time staff members spend in patient care, how best to save steps (for example making a single trip to the supply room versus multiple trips) which will help to make the staff more energetic, thus increasing the level of patient care. The ability to track staff members will have the added benefit of reducing the time spent by other staff members in calling, looking for and/or paging for a staff member who is needed.
Approach
Determine the appropriateness of implementing real time locating system and the best option to achieve the stated goals. Through the use of comparing the options, ease of implementation, integration compatibility with current Electronic Medical Records software system, determine which type real time location system best fits the needs of Rural County Medical Hospital. Once the best fit has been determined, request proposal and presentations from the specific vendors.
Overview of Real Time Location Services
Real time locating systems are used in healthcare to track the movement of staff as they move through their respective areas of the hospital, as well as keeping track of the flow of patients through the facility. RTLS work through the use of radio frequency identification tags and sensors mounted in strategic locations. The RFID tags can be either active (meaning battery operated), or passive (only activated as they pass in the vicinity of a sensor).
The use of RLTS for the purpose of tracking the movements of clinical staff members, includes the use of active RFID badges assigned to each member and worn on (or near) their identification badges. These badges send signals back to the computer software system, enabling other staff members to be able to locate them in the event the staff member is needed. The system can also be used to track the staff members’ movement through the day, and reviewed by managers and the staff member, with the purpose of identifying patterns of inefficient movement, such as multiple trips to the supply room instead of only a single trip.
Using RLTS to track the flow of patients through the various areas of the facility includes the distribution of disposable RFID tags to each patient as they enter the facility, either through the emergency department, surgical department or through admissions. The patient tags would trigger an event in their respective file of the EMR when they pass through the sensors.
Technology to Augment the Solution
In the research for this proposal project, several options were found which provide real time locating systems specifically for healthcare facilities. The following are the services which stand out in the field. 1. Versus Advantages Suite. Versus Advantages Suite offers a number of options including staff and patient locator badges and tags, automatic nurse call cancellation when a nurse enters a patient’s room, “bi-directional” integration and sharing of data with EMR systems (including Meditech), and the use of electronic whiteboards. The system also includes analytic software allowing management to view reports for the purpose of improving processes (Versus Technology, Inc., 2014) 2. Cisco IoE Location Aware Solutions for Healthcare. Cisco offers staff and patient locator badges and tags, analytics, inventory management control, temperature and humidity monitoring and alerts, and integration for electronic whiteboards. 3. Hill-Rom Clinical Workflow Solutions. Hill-Rom offers staff and patient locator badges and tags, automated nurse call cancellation, monitoring of hand hygiene for infection control, electronic whiteboard, integration with “smart beds” for monitoring of bed status for patient safety, and integrates with EMR (including Meditech) (Hill-Rom Services, Inc., 2015) 4. Centrak Clinical Grade Visibility Solutions. Offers staff and patient locator badges and tags, monitoring of hand hygiene for infection control, temperature and humidity monitoring and alerts, automated nurse call cancellation and EMR integration. Centrak uses battery operated sensors, which do not require room shut down or extensive infection control processes. (Centrak, 2015).
High Level Implementation
In order for Rural County Memorial Hospital to implement and integrate a real time locating system, there are several factors to be considered: the hardware and software to be installed and the training and understanding of its personnel.
Hardware and Software
The hardware and software to be installed will depend greatly on the system chosen to use. In general, all of the systems have software which is capable of being integrated into Meditech, Rural County Memorial Hospital’s current Electronic Medical Record system. The hardware portion of the system would consist of the sensors to be installed throughout the facility, in areas to include: patient rooms, nursing stations, intensive care and emergency room bays, operating rooms, waiting rooms, lounges, etc. There would also be the badges to be worn by each staff member, and the tags to be given to patients. The systems work with either radio frequency, Wi-Fi, infrared or a combination thereof. Dependent on the system chosen, Rural County Memorial Hospital would also need to consider the installation of additional hardware to enable the badges, sensors and software to communicate with each other.
Personnel Training and Understanding
When explaining to clinical staff members that they will be asked to wear badges which have the capability to track their movements, there is a could be some concern and possible resentment among some who may be worried about management using the tracking as a form of “big brother”. It will be important for management to reassure their staff that the goal is not that of head hunting, but one of improving the care that patients receive and of helping the staff to save steps, thereby lessening their level of exhaustion by the end of their shifts.
It will also be necessary to implement training sessions for the staff in understanding and working with the system software. Staff members will need to learn to read and understand how the system shows information of staff and patient locations. Admitting staff will need training on the distribution of patient tags as an extra step in the admission process. It will also be important for the admission staff to be able to explain the purpose of the tags to patients as they are admitted, and the importance of the patients keeping the tags on them at all times during their stay.
Overall Recommendations
Celebration Health (Stanley Healthcare, 2015) has identified nine factors for a health facility to consider when making decisions regarding new processes in order to create positive patient outcomes: * Patient Communication * Patient Identification * Proper Patient Medications * Prevention of Patient Infections * Patient’s Fear of Loss of Control * Personnel Competence * Patient’s Fear of Being in a Strange Environment * Patient’s Fear of Lack of Care and Respect * Patient’s Fear of Pain
These are the factors that management of Rural County Memorial Hospital should consider before making any steps toward adding new infrastructure or processes. The following is a summary of the recommended steps management would follow in deciding to implement a real time locating system within their infrastructure. * Decide on the needed features appropriate for the facility based on the extent to which management wishes to employ initial tracking and reporting. * Using the floor plans of the facility, and the knowledge of patient flow through the facility, create a rough outline of where the sensors should be placed. * Contact the vendors representing the three systems which have the best fit and greatest flexibility, to enable growth and further implementation if needed at a later time. * Have the vendors prepare presentations of the features available from each of their product lines. * Using the information attained from the vendors, coupled with the features deemed most appropriate by management, decide on which product to implement within the system.
Conclusion and Summary of Project
The goal of this proposal was to outline the possibility of implementing a real time locating system within the infrastructure of Rural County Memorial Hospital, with the intent that this implementation would improve the efficiency of staff movements, identify bottlenecks, improve patient flow through the facility and raise the quality of patient care. The return on investment for these systems can be identified not only in the tangible benefits, such as higher reimbursement rates due to less time that patients spend moving from the emergency room waiting room through admission and discharge, but also in intangible benefits such as more enthusiastic, energetic staff and a higher level of patient care.

References
Centrak. (2014). The smarter RLTS. Retrieved from the Centrak website: http://www.centrak.com/wordpress/wp-content/uploads/2014/09/Smarter-RTLS-4pg.pdf
Cisco Systems, Inc. (2014). IoE—Location Aware Solutions for Healthcare Overview. Retrieved from the Cisco Systems, Inc. website: http://www.cisco.com/c/en/us/solutions/collateral/enterprise-networks/connected-mobile-experiences/solution_overview_c22-723174.html
Drazen, E. & Rhoads, J. (2011, April). Using Tracking Tools to Improve Patient Flow in Hospitals. Retrieved from California Healthcare Foundation website: http://www.chcf.org/~/media/MEDIA%20LIBRARY%20Files/PDF/U/PDF%20UsingPatientTrackingToolsInHospitals.pdf
Hill-Rom. (2013). Clinical Workflow Solutions. Retrieved from the Hill-Rom website: http://www.hill-rom.com/globalassets/en/worflow_and_communications/cws_brochure.pdf
Kamel Boulos, M. N., & Berry, G. (2012, June). Real-time locating systems (RLTS) in healthcare: a condensed primer. International Journal of Health Geographics, 11:25. doi:10.1186/1476-072X-11-25
Leach Jr., W., Perez, Z., Mukerjee, D., Singh, K., Patel, P., Laine, R., . . . Krishna, M. (2013). Medical Association Tracking System: Phase 2 Team 32. Retrieved from the Medical Association Tracking System website: http://www.acsu.buffalo.edu/~priyalpa/pdf/wembs2.pdf
Okoniewska, B., Graham, A., Gavrilova, M., Wah, D., Gilgen, J., Coke, J., . . . Ghali, W. (2012). Multidimensional evaluation of a radio frequency identification wi-fi location tracking system in an acute-care hospital setting. Journal of the American Medical Informatics Association, 19, 674-679. doi:10.1136/amiajnl-2011-000560
Stanley Healthcare. (2014). Resources: Celebration Health. Retrieved from the American Hospitals Associations website: http://www.aha-solutions.org/resources/stanley/stanley-2014-1016-cs-celebration.shtml
Versus Technology, Inc. (2014). Real-time Locating Solutions. Retrieved from the Versus Technology, Inc. website: http://www.versustech.com/thank-you/Versus-brochure.html?submissionGuid=1617e221-107a-4f78-936e-e58a86f52e0a…...

Similar Documents

Free Essay

Real Time Systems

...Real time Systems:- Definition:- A real time system is basically an information processing system which has to respond to externally generated input stimuli within a specific timeframe. * The correctness depends on the time it was delivered not only on the logical result it generally produced. * Failure encounters a wrong response A real time system is actually a system that acts to the event within a specified time period. A real time system depicts those systems which have to perform certain calculation within specific time period, delayed results may be considered wrong. In 2001, Shaw explained that real time systems have a very limited time constraints which are defined by the systems requirements, which reflects the aspects of outer world. Real time systems are now become important part of this modern age, safety and privacy issues and performance of such systems have also been raised .In 2000 Halang and Druzovec explained that performance in real time system depends on higher bandwidth, faster response and faster computation power. A real time systems state is dependent on a function of physical time eg; a chemical reaction continues to change its state from one state to another even after the supervising computer system is stopped. This real time system can easily be decomposed into a set of subsystems i.e. human operator, controlled object, real time computer system. A real time system must react to the stimuli with the help of the controlled object within......

Words: 3481 - Pages: 14

Premium Essay

Unit 4 Peel Memorial Hospital

...Unit 4 – Peel Memorial Hospital Case Study GB520 Strategic Human Resources Management Professor Andrew Klein May 28, 2013 Introduction Before the 1990s, government funding allowed Canadian health care facilities to provide excellent service and quality. Increasing health care costs changed government funding, requiring providers to be held accountable for more of the financially responsibility in the early 1990s. During the mid-1990s, hospitals and regional health authorities across Canada were under siege from funding restraints, mergers and forced closures. The healthcare industry focused on delivering high-quality patient care and aligning the key stakeholders to the newly created vision during this time frame. To evolve and to survive, Peel Memorial Hospital implemented the Balanced Scorecard performance management system and that is the focus of this case study. The value of and the benefits to be gained when best practices are successfully used from the corporate sector are also highlighted. History and Issues Peel Memorial Hospital in Brampton, Ontario lacked significant targets and tired Mission Statement that tried to be all things to all people (Harber, 1998). Internal surveys revealed that employees were unclear on the organization’s strategic direction and the linkage of various programs and initiatives undertaken. In 1994, Peel Memorial Hospital took on a comprehensive continuous quality improvement training program and was followed by a lot of......

Words: 829 - Pages: 4

Premium Essay

Memorial Hospital

...Memorial Hospital of Tampa Dr. Mountasser Kadrie HAS 505- Health Services Planning and Marketing 28 July 2012 Strayer University The health care organization I picked is Memorial Hospital of Tampa, which is known for offering excellent healthcare since 1972 right in the heart of Tampa. Memorial Hospital spans the full spectrum of medical services. With its 18 bed emergency department and and proven repute of competent and quality service, patients are in and out quickly, allowing them to move on with their diligent lives. It is also known for its extensive medical expertise offering in excess of 400 Physicians who can practice a wide range of services. Dedicated physicians rely on registered nurses, therapists, pharmacists, aides, administrators, and more. Everyone works in tight synergistic cohesion to ensure highest quality care for every patient. The task of Memorial Hospital of Tampa is to be the health care facility of superiority where, based upon our esteemed values, they provide excellent care and services, which will immensely improve the quality of life for the people and population of South Tampa. The goal of Memorial Hospital of Tampa is to provide safe, effective, excellent healthcare for their patients. Patients are encouraged to take an energetic part in their healthcare, and they believe they should make educated choices about the physicians......

Words: 515 - Pages: 3

Premium Essay

Implementation Differences of Hospital Information System (His) in Malaysian Public Hospitals

...Summary Implementation Differences of Hospital Information System (HIS) in Malaysian Public Hospitals. Information technology (IT) has become vital in healthcare sector including public hospitals. As a comparison of public and private health care center, public health care have more patients, and as a result this may also lead to inefficient system implementation. Hence, Hospital Information System (HIS) is hoped to improve the quality of healthcare services. HIS refers to a computer system designed to manage all the hospital’s medical and administrative information. And the function is to enable health professionals to perform their jobs more effectively and efficiently. According Budkin, HIS implementation process is categorized into planning, design, implementation, and operation but his process is different than Houser et al which is divided into three phases, which are preparatory activities for system implementation, certification and acceptance testing, and system implementation. All these researchers have similar opinions on division of HIS implementation. HIS is implemented in 1993, which started under 6th Malaysian Plan (MP) , in Hospital Selayang. Today, only 21 out of 138 public hospitals are implementing the system [2, 53, 54]. Thus, the level of HIS implementation is still low. There are three categories of HIS, which are THIS, IHIS, and BHIS. As mentioned earlier, out of 138 public hospitals, 21 public hospitals are implementing any of these categories of......

Words: 349 - Pages: 2

Free Essay

Winter Park Memorial Hospital

..................................................................................................6-7 Objectives and Goals .......................................................................................................................... 7 Action Programs .................................................................................................................................. 8 Works Cited ………………………...………………………………………………………………………………….. 8 Management Summary Winter Park Memorial Hospital Dr. P. Phillips Baby Place is a state of the art obstetrics hospital. The difference in our service from other obstetric hospitals in the area is that The Baby Place provides five-star amenities as well as 24/7 concierge service. This service allows patients to feel comforted and well taken care of. Not only does Winter Park Memorial hospital provide five-star amenities, it also provides exceptional expertise. “Winter Park Memorial Hospital houses a Level II Neonatal Intensive Care Unit (NICU) with comprehensive neonatal and diagnostic facilities for premature babies and other critically ill newborns. Our NICU cares for premature babies born up to 8 weeks early, babies with respiratory distress, babies with diabetic moms, and more. With over 2,700 babies born here annually, our Level II NICU is specialized with the most sophisticated technology and employs some of Central Florida's most respected health care professionals and specialty physicians”...

Words: 995 - Pages: 4

Premium Essay

Memorial Health System Cpoe

...Memorial Health System CPOE Implementation Anthony Marshall Health System Care Information System/ HCS 483 27 October 2013 Kemuel Prince Memorial Health System CPOE Implementation Introducing a new system or a new method into an already effective system can make multiple challenges. In the area of health care information system these challenges range from unsupportive stakeholders to improve planning. Any number of challenges can lead to system implementing a new health care information system, having multiple opinions and different methods available can be an added bonus. However, or listening to these opinions or simply vetoing possible alternatives can have severe negative effects further down the road during the actual implementation process. IT Initiative Failures In the case study of Memorial Health Systems, factors such as lack of belief in implementing a Clinician provider order entry CPOE system factored into the failure of this project. Additional factors such as failure to respect the uncertainty of a project, underestimating the necessary resources or using a little resource as possible, a lack of candor, and not anticipating the possible disruptions that can be caused by implementing a new system can also lead to failure. When Memorial Health Systems began the project of implementing the CPOE system many of the physicians on staff felt that the CPOE would double his or her workload.   One way to help the physicians on staff understand and believe......

Words: 1000 - Pages: 4

Premium Essay

Peel Memorial Hospital

...improvement plans to become better at their current job. The success of the company depends on it. With that being said, Peel Memorial Hospital developed a plan that optimized the organization so that it could meet its desired performance goals.   Performance Management Performance management causes flaws in any company, with employees and managers constantly complaining about the ineffectiveness of these systems they miraculous improve company and employee performance. On the other hand, most employees and management feel that performance management systems are poorly designed and lack the ability to establish clear performance goals. In addition, mangers feel that performance systems generate honest feedback. What this means is that most managers and employees feel like they are an evil part of working that should be eliminated rather than a critical procedure that help achieve individual and organizational success. Furthermore, the overall purpose for a performance management system is to consider organizational needs, culture and how integrating the system ties into the organization’s strategy and goals. With that being said, this paper presents a synopsis of Peel Memorial Hospital and their issues with implementing the Balanced Scorecard to achieve organizational success. Brief Case Overview Harber (2008) stated that in 1995 Peel Memorial Hospital (PMH), a healthcare facility, “tried to be all things to all people” (p. 59). The company wanted to improve......

Words: 1224 - Pages: 5

Premium Essay

Attica Memorial Hospital

...CASE #6: Attica Memorial Hospital, The Ingelson Burn Center Attica Memorial Hospital (AMH) is a non-profit acute care facility located in Norton County. The organization purchased and absorbed its competitor, Delphi Hospital in 2001, which also enabled it to acquire the reputable and well-known Ingelson Burn Center. Assumptions We assume that all financial data provided in the case are accurate, and that the Ingelson Burn Center is still known as the “Center for Excellence”. We also assume that recommendations have not already been implemented. Also, we are assuming that the current date is August 2, 2001, implying that the deadline for SCS Certification has not passed (October 31, 2001). Situation Assessment Strengths: The strengths at Attica Memorial Hospital include extensive staff training in the most current treatment protocols, not merely basic burn care. The hospital also employs a reputable practitioner named Dr. Ingelson. Interviews from fire departments support the notion that the Dr. Ingelson burn center is respected and preferred over other burn centers. Lastly, Attica Memorial hospital provides educational services to schools, insurance carriers, ED personnel, and pre-hospital personnel. This demonstrates the organization’s dedication to community outreach. Weaknesses: Some of Attica Memorial’s weaknesses include tension amongst staff regarding burn center, which causes an overall lack of support among physicians. In addition, this organization......

Words: 1685 - Pages: 7

Premium Essay

Marketing Audit: Peace Memorial Hospital

...contents page Case Study: Peace Memorial Hospital: Downtown health Clinic …….………………. 3 Executive Summary …………………………………………………………………….. 3 Environmental Aspects …………………………………………………………….. 5 Demographics …………………………………………………………………….. 5 Politics …………………………………………………………………….. 7 Competition …………………………………………………………………….. 8 Marketing …………………………………………………………………………….. 9 Objectives …………………………………………………………………….. 9 Strategies …………………………………………………………………….. 10 Tactics …………………………………………………………………………….. 10 Four Ps …………………….…………………………………………….. 11 Product …………………………………………………………… 11 Price …………………………………………………………………… 11 Place …………………………………………………………………… 11 Promotion …………………………………………………………… 12 Marketing Information Systems ……………………………………………. 12 Conclusion …………………………………………………………………………….. 13 References …………………………………………………………………………….. 14 Marketing Audit Case Study: Peace Memorial Hospital: Downtown health Clinic Peace Memorial Hospital (PMH) is one of six independent, nonprofit, general hospitals within its city limits. The hospital has the highest occupancy rates in the city,......

Words: 3487 - Pages: 14

Premium Essay

Barclay Memorial Hospital: District Hospital

...Barclay Memorial Hospital (BMH) has served its community since 1947 offering the best in health care and gaining the trust of the citizens in the community. A district board was set up to govern the hospital and direct it in a way that would allow the hospital to achieve their goals by bringing quality health care to the neighborhood. The district board was made up of five members who were elected by residents in the district to serve 3-year terms. Around 10 years ago, the board and the CEO decided that the best course of action for the hospital in order to remain competitive was to join a medical group, Valley Physician Group. This made BMH a private, not-for-profit hospital. However, the physician-hospital organization eventually dissolved after financial failure and the hospital went back to being a district ownership. After this failure, the board decided to hire a new CEO, Gregory Schilling. Schilling brought the hospital back to financial viability and improved morale for the hospital with the company's success. However, this success was short-lived and Schilling’s relationship with the board started to unravel because of it. Schilling had a history of working for a not-for-profit hospital and has spent 45 years as a hospital administrator. Schilling also has a history of severe back problems that has started to restrict his ability to work. Schilling did a lot to improve the hospitals business. He increased the morale of employers, made renovations to update the......

Words: 1580 - Pages: 7

Premium Essay

Memorial Hospital

...Memorial Hospital Denise Bell Instructor Ashford University Memorial Hospital Janice Frye along with her staff at Memorial Hospital, are looking for a ways to improve the quality of care to their patients. Memorial Hospital is a privately owned 600-bed facility, which provides a broad range of healthcare services, including complete laboratory and X-ray facilities, an emergency room, an intensive care unit, a cardiac care unit, and a psychiatric ward (Vondermbse). It is substantial for hospitals to take care of their patients, but Memorial Hospital not only wants to take care of their patients, they want it to be affordable and a nice friendly atmosphere for their patients. Janice and her staff are not looking to expand the hospital, because there is a nearby hospital that offers specialty services and it also affiliated with the local School of Medicine. They only want to make sure that their patients are being given the best treatments and are not just getting a friendly face, regardless of their income status. In order to reach their goal, Janice and her team must reach out to the most important people in the business, the patients. A hospital can measure quality, by how the patients are cared for, how long patients have to wait for service, and how well the staff treats the patients. Operations Management states “that there are five dimensions of quality that are used by customers to judge service quality, and they are: reliability, responsiveness,......

Words: 1111 - Pages: 5

Premium Essay

Open Heart Surgery at Cabarrus Memorial Hospital

...Surgery at Cabarrus Memorial Hospital Situation It was a clear, crisp October morning in Concord, North Carolina. The board of trustees of Cabarrus Memorial Hospital gathered in the windowless, walnut paneled boardroom for its monthly meet- ing (see Exhibit 19/1 for board members). Board chairman George Batte opened the meeting saying, “Because we do not have an open heart surgery program, patients needing open heart surgery or coronary angioplasty have to be transferred to another hospi- tal, causing inconvenience to the patient’s families and risks from delayed treatment. There are several questions we have to answer in addressing this issue. Should we add open heart surgery to the mix of cardiac services we offer? Does the hospital’s existing service area provide adequate patient volumes to support the program? What This case was written by Fred H. Campbell, The University of North Carolina at Charlotte, and Darise D. Caldwell, Executive Vice President and Chief Operating Officer, Northeast Medical Center. It is intended as a basis for classroom discussion rather than to illustrate either effective or ineffective handling of an administrative situation. Used with permission from Fred Campbell. 804 Exhibit 19/1: CMH Board of Trustees Mr. George A. Batte, Jr., Chairman (Retired Manufacturing Executive) Mr. L. D. Coltrane, III, Vice Chairman (Telephone Company President) Mr. Robert L. Wall (President, Cabarrus Memorial Hospital) Mr. Dan......

Words: 5471 - Pages: 22

Premium Essay

Herzog Memorial Hospital Case Study

...Herzog Memorial Hospital Case Study Group Member: Arifa Akhter Nitol: 260532844 Daniela Campo: 260462469 ShiPeng Chen: 260526665 Zhenzhou Wu: 260496298 Zhenxuan Zhou: 260510679 Question 1 Pareto diagram of the positive comments for all ten categories Question 2 Pareto diagram of the negative comments for all ten categories Question 3 The patients’ comments support the score of HCAHPS. Out of 75 negative comments, 33 of them address the issue of noisiness while only 1 out of 17 positive comments support the statement that area around the room is quiet at night. Therefore, it is evident that the HCAHPS claim on why Herzog Memorial Hospital has low satisfaction is valid. Question 4 1. Facilities: includes all issues caused by: •Room-sharing: Unsatisfied roommates/ Noises of roommates •Design of the room 2. Noise at Night: All noise at night regardless sources of noises. 3. Air Conditioning System: includes all issues caused by uncomfortable room temperature. 4. Dirtiness: includes all issues related to dirtiness that are not caused by water. 5. Labor Issues: includes all issues caused by labor. (E.g. speak too loudly) 6. All Other Issues 7. Water Issues: issues caused by high iron content water Affinity Chart: Numbers are row numbers in Excel Question 5 Category | Frequency | Cumulative Frequency | Cumulative Percentage | Facilities | 42 | 42 | 44% | Noise at Night | 16 | 58 | 60% | Air Conditioning System | 12 | 70 | 73% | ......

Words: 1004 - Pages: 5

Premium Essay

Project Control Systems Integration

...Reprinted from PHARMACEUTICAL ENGINEERING® The Official Magazine of ISPE September/October 2011, Vol. 31 No. 5 www.ISPE.org ©Copyright ISPE 2011 The article presents the implementation of a suite of software packages that together provide a total Enterprise project management system. The Science of Project Management: Project Controls Systems Integration by Frederick Cramer, Susanne Keller, Christopher Law, Thomas Shih, and Britton Wolf G The concepts in this article were applied to the ECP-1 Facility, Overall Winner of the 2010 Facility of the Year Awards. For further information on this project, see “Case Study: Genentech’s ECP-1 Bacterial Manufacturing Facility, Overall Winner, 2010 Facility of the Year Awards” in the March/April 2011 issue of Pharmaceutical Engineering. Project Controls Systems Integration Background enentech is among the world’s leading biotech companies with multiple products on the market and a drive to discover, develop, manufacture, and commercialize new medicines to treat patients with serious or life-threatening medical conditions. In 2005, Genentech was ramping-up a build program due to increased demand for existing and new medicines about to come to market. By that time, Genentech had grown from a small biotech company with less than 3,000 employees in 1995 to more than 9,000 employees. It quickly became apparent that an ad hoc approach to project management of capital......

Words: 5656 - Pages: 23

Premium Essay

System Implementation

...Chapter Overview This chapter introduces students to many of the activities carried out during implementation, including coding, testing, installation, documentation, user training, and support for a system after it is installed. While most systems development texts do not include much material on implementation, the authors remedy this situation by providing material on relevant management issues, including change management, organizational politics, and implementation success. The authors also include a discussion of implementation failure, something few systems developments texts discuss, despite the high rate of information systems failure. The discussion of failure is presented in the context of factors the analyst (and project manager) can control in an attempt to ensure success. One of Chapter 17’s goals is to show the student that implementation is neither simple nor mechanical. Throughout the textbook, the authors emphasize that systems development is a change process. For many users, the most obvious evidence of change comes during implementation. Once a new system has been coded, tested, and installed, the systems development team does not simply walk away. The organizational members left with the new system, the users, need a solid understanding of how the new system fits into their work lives and how the system can support them in their day-to-day work activities. User documentation, training, and continuing support are all parts of providing this......

Words: 5612 - Pages: 23