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The Culture of Quality at Arnold Palmer Hospital Video Case Founded in 1989, Arnold Palmer Hospital is one of the largest track performance. The hospital's longstanding philosophy suphospitals for women and children in the U.S., with 431 beds in ports the concept that each patient is important and respected as two facilities totaling 676,000 square feet. Located in downtown a person. That patient has the right to comprehensive, compasOrlando, Florida, and named after its famed golf benefactor, the sionate family-centered health care provided by a knowledgeable hospital, with more than 2,000 employees, serves an 18-county physician-directed team. area in central Florida and is the only Level 1 trauma center for Some of the measures Swanson carefully monitors for conchildren in that region. Arnold Palmer Hospital provides a broad tinuous improvement are morbidity, infection rates, readmission range of medical services including neonatal and pediatric inten-_ rates, costs per case, and length of stays. The tools she uses daily sive care, pediatric oncology and cardiology, care for high-risk include Pareto charts, flowcharts, and process charts, in addition pregnancies, and maternal intensive care. to benchmarking against hospitals both nationally and in the The Issue of Assessing Quality Health Care southeast region. Quality health care is a goal all hospitals profess, but Arnold The result of all of these efforts has been a quality culture Palmer Hospital has actually developed comprehensive and sci- as manifested in Arnold Palmer's high ranking in patient satentific means of asking customers to judge the quality of care isfaction and one of the highest survival rates of critically ill they receive. Participating in a national benchmark comparison babies. against other hospitals, Arnold Palmer Hospital consistently scores in the top 10% in overall patient satisfaction. Executive Discussion Questions* Director Kathy Swanson states, "Hospitals in this area will be dis- 1. Why is it important for Arnold Palmer Hospital to get a tinguished largely on the basis of their customer satisfaction. We patient's assessment of health care quality? Does the patient must have accurate information about how our patients and their have the expertise to judge the health care she receives? families judge the quality of our care, so I follow the questionnair 2. How would you build a culture of quality in an organization results daily. The in-depth survey helps me and others on my team such as Arnold Palmer Hospital? to gain quick knowledge from patient feedback." Arnold Palmer 3. What techniques does Arnold Palmer Hospital practice in its Hospital employees are empowered to provide gifts in value up to drive for quality and continuous improvement? $200 to patients who find reason to complain about any hospital 4. Develop a fish-bone diagram illustrating the quality variables service such as food, courtesy, responsiveness, or cleanliness. for a patient who just gave birth at Arnold Palmer Hospital (or Swanson doesn't focus just on the customer surveys, which re any other hospital). mailed to patients one week after discharge, but also on a variety of internal measures. These measures usually start at the grass"You may wish to view the video that accompanies this casc before answering roots level, where the staff sees a problem and develops ways to these questions. Please answer the questions in a report with no less of 5 pages. The supplementary video for this project case study is as follows: https:// www.youtube.com/ watch?v=-XvgYQvZfdY