Description $$ see Nathan Eddy's article $$CRM seen as critical tool in improving patient experience$,$ which discusses customer relationship management tools used by healthcare organizations and also the textbook case study #$20,$ The Demise of Hahnemann Hospital.

Context $$ You are a member of an outside consulting firm tasked with creating an idea sheet to begin the process of improving the patient experience at Hahnemann Hospital. There are several operational issues within the healthcare organization, but your firm$$s focus is on customer management and the patient experience as a starting point to reverse the current situation.

Situation $$ Thinking back to what you learned about the patient experience and relationship management in HLTH $6350$ Human Resource Management, draft an outline of where the management team should focus their efforts.

Instructions $$ Prepare a detailed outline of where the management team should focus their efforts. Your plan outline should address at least $2$ Internal Process Strategies and $2$ People$/$Organizational Learning Strategies. You should think about the Balanced Score card, make recommendations on what changes Hahnemann might implement to improve operations.