Founded in 1989, Arnold Palmer Hospital is one of the largest hospitals for women and children in the U.S., with 431 beds in two facilities totaling 676,000 square feet. Located in downtown Orlando, Florida, and named after its famed golf benefactor, the hospital, with more than 2,000 employees serves an 18-county area in central Florida and is the only Level 1 trauma center for children in that region. Arnold Palmer Hospital provides a broad range of medical services including neonatal and pediatric intensive care, pediatric oncology and cardiology, care for high risk pregnancies, and maternal intensive care.

Discussion Questions
1. Why is it important for Arnold Palmer Hospital to get a patient’s assessment of health care quality? Does the patient have the expertise to judge the health care she receives?
2. How would you build a culture of quality in an organization, such as Arnold Palmer Hospital?
3. What techniques does Arnold Palmer Hospital practice in its drive for quality and continuous improvement?
4. Develop a fish-bone diagram illustrating the quality variables for a patient who just gave birth at Arnold Palmer Hospital (or any other hospital).