Objective

To practice identifying relationships within systems.

Instructions

1. This exercise builds on Exercise 2: The Managers Role. To begin, review your responses to that exercise.

2. Review these three systems models presented in chapter 5:

   • Three core process model

   • The Baldrige Performance Excellence Program framework

   • Socioecological framework

3. Choose the model you can best relate to at this time.

4. Look at both your excellent experience and your poor experience,

   paying particular attention to how you described the managers role or influence. Transfer what you wrote about the managers role or influence to the following Systems Model Worksheet.

5. Now, think about those experiences from the perspective of the systems model you chose in question 3. Describe any additional insights gained about this experience by viewing it in the context of the systems perspective represented by the model. Write your responses in the following Systems Model Worksheet.

Systems Model Worksheet

	Quality of Experience: Excellent	Quality of Experience: Poor
Managers role/influence
Additional understanding by viewing through systems perspective

Exercise 2

• Excellent Quality Experience

Briefly describe the experience: My mother suffers from Osteoarthritis in her knee. She needed a surgery, so she was admitted to a hospital. The hospital staff was friendly and attentive. After the surgery, the doctor and nurses were concern about my mom health visiting her at least 3 times a day and checking her status. They solved and answered all our concerns and questions in a professional manner.

Describe what made this an excellent or poor: The hospital staff together with the doctor treated my mom professionally showing affection and care for her health improvement. They made us feel comfortable by explaining all the medical procedures and her recovery. The nurses were gentle with my mom making sure she was with no pain. My mom was calmed knowing that she was in good hands.

How did you feel as a result: I was beyond thankful to everyone. The quality of care they provide to us was excellent. We had a clear communication with the doctor and nurses, perfectly understanding what was going on. We were satisfied with the service and we had a great experience as we obtained positive outcomes.

What was management's role or influence: The management used moral ethic to deliver quality health services that will improve my moms health. Knowing the responsibility and routine of the employees to ensure quality health care for patients. The service delivered at the hospital was aligned with its value system which impact in the patients treatment and recovery.

• Bad Quality Experience

Briefly describe the experience: I brought my sisters to the hospital because she had a strong stomach pain. When we got there, we had to wait a lot of time before the doctor attended her. When the doctor was finally available, no one came to help me with my sister since she barely walked due to the pain.

Describe what made this an excellent or poor: Making a person with a strong pain to wait for so long is unprofessional. My sister almost fainted because she felt weakness. The hospital staff were not friendly and did not show any interest for a patient care.

How did you feel as a result: I was upset with the hospital staff. It seemed like they did not care about my sister health. I shared my experience with my family and friend making sure they do not go to this place.

What was management's role or influence: The management should be making sure the hospital staff is providing quality care for patients. The service being deliver for patient is the management responsibility. The hospital staff should have a better train to handle patient effectively.

1. On the basis of the observations, you recorded in the table, describe why understanding quality is important for health services managers.

Health care managers should be able to understand the importance of quality. Managers should be focus in providing quality of care for patient ensuring safety, effective and efficient care. When the healthcare team work together following a system with policies and procedures helps to have positive patient outcomes. Management engages influenced quality and safety hospitals outcomes, performance and processes. Management is responsible for staff recruitment and training, they should spend time on quality and safety making sure the staff is providing a top quality services.