The Arnold Palmer Hospital (APH) in Orlando, Florida, is one of the busiest and most respected hospitals for the medical treatment of children and women in the U.S. Since its opening on golfing legend Arnold Palmer’s birthday September 10, 1989, more than 1.6 million children and women have passed through its doors. IT is the fourth busiest labor and delivery hospital in the U.S. and one of the largest neonatal intensive care units in the Southeast. APH ranks in the top 10% of hospitals nationwide in patient satisfaction.

Discussion Questions
1. As Diane’s new assistant, you need to flowchart this process. Explain how the process might be improved once you have completed the chart.
2. If a mother is scheduled for a Caesarean-section birth (i.e., the baby is removed from the womb surgically), how would this flowchart change?
3. If all mothers were electronically (or manually) pre-registered, how would the flowchart change? Redraw the chart to show your changes.
4. Describe in detail a process that the hospital could analyze, besides the ones mentioned in this case.

  • CreatedJuly 23, 2013
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