The students will complete a Case study assignments that give the opportunity to synthesizeand apply the thoughts learned in this and previous coursework to examine a real-world scenario. Thisscenario will illustrate through example the practical importance and implications of various roles andfunctions of a Health Care Administrator. The investigative trainings will advance studentsunderstanding and ability to think critically about practice management and Electronic Health Records.As a result of this assignment, students will be better able to understand, analyze and evaluate goodquality and performance by all institutional employees.

ASSIGNMENT GUIDELINES (10%):Students will critically measure the readings from Chapters 5 and 6 in your textbook. Thisassignment is planned to help you examination, evaluation, and apply the readings and strategiesto your Health Care organization.You need to read the article (in the additional weekly reading resources localize in the Syllabusand also in the Lectures link) assigned for week 4 and develop a 3-4 page paper reproducingyour understanding and capability to apply the readings to your Health Care organization. Eachpaper must be typewritten with 12-point font and double-spaced with standard margins. FollowAPA style 7th edition format when referring to the selected articles and include a reference page

Your Critique (50%)Case StudiesDoctors, Nurses Overcome Workplace Hierarchies to Improve Patient Experience Scores inPhoenix ER Doctors and nurses have worked together for centuries, saving and prolonging countless lives inhealthcare facilities around the world. And as in so many other professions featuring rich anddeep-rooted histories, hierarchies created long ago have been assumed by modern-daycaregivers.So it was no surprise when emergency medicine leaders in Phoenix, AZ, initially struggled intrying to improve their medical facilitys patient experience scores. But by focusing on the heartof the matter, and successfully selling a culture of quality to staff, they helped employeesovercome social norms to achieve success for the organization and, most importantly, the patient Banner Health, a nonprofit healthcare provider, encompasses 24 acute-care hospitals andhealthcare facilities in seven states (Alaska, Arizona, California, Colorado, Nebraska, Nevada,and Wyoming) while employing more than 36,000 individuals. Located in Phoenix, BannerGood Samaritan Medical Center is a Level One trauma hospital that provides services to morethan 60,000 patients annually.The Emergency Physician Insurance Program (EPIP) is a partnership between Banner Health,Emergency Professional Services, North Valley Emergency Services, and Progressive MedicalAssociates. EPIP, established in 2003, addresses challenges involving malpractice coverage while reducing the cost of malpractice coverage and overall risk found in five Banner Healthemergency departments.Understanding the importance of positive patient experiences, EPIP created staff leadershipgroups, or vision teams, that sought to achieve better patient interactions, communications, andoutcomes while also decreasing risk of malpractice. A vision team composed of Banner Healthphysicians in Arizona was tasked with studying how staff could improve patient experiencescores and reduce litigation risks.Dr. Moneesh Bhow, medical director at Banner Good Samaritan Emergency Department, and therest of the Patient Experience Vision Team, began a near two-year process of digging into thepatient survey data. But Bhow quickly recognized an integral piece to the puzzle was missingfrom the physician-only vision team: nurses. At Good Samaritan, like many medical facilities,Bhow said a culture exists that creates a sort of separation between doctors and nurses. Gretchen Dallman, a nurse manager within the emergency department, agreed that motivatingthe two sides to work together and create positive experiences was a cultural change that was notgoing to be easy or happen overnight.Using the define, measure, analyze, improve, and control (DMAIC) approach and Pareto analysisof patient experience data, team leaders learned: Part of the problem was the lag time from when the patient left the facility to when staffreceived feedback through mailed survey Many unhappy patients, regardless of the care they received, felt there was a lack ofcommunication between doctors and nurses.To address these issues, the patient experience team implemented the following processimprovements:Created a realtime, point-of-service survey program to improve the reaction capabilities for thestaff to make meaningful strides in helping unhappy or distressed patients.Moved doctor-nurse conversations to the bedside.Introduced "story time" within preshift meetings, during which staff members shared tales ofpatient care victories, large and small.Beyond the data collection and analysis, the patient experience team also focused on theemotional side of the equation, specifically as relates to staff. A major focal point of theimprovement project was centered on engaging the clinician. A culture change had to take place,Dallman said, so the vision team turned its scope away from the patients and onto themselves.As a result of process improvements, patients are now 89 percent less likely to file a complaintwhen a physician or nurse addresses any concerns prior to discharge, which ultimately helps curbthe risk of litigation.

ASE STUDY CHALLENGE1. Students should be asked to read the case and discuss all procedures done and suggest asolution program.3. Conclusion (15%)Briefly summarize your thoughts & conclusion to your critique of the case study and provide apossible outcome for the patient positive experience. How did these articles and Chaptersinfluence your opinions about check-in procedures and Office visit?Evaluation will be based on how clearly you respond to the above, in particular:a) The clarity with which you critique the case study;b) The depth, scope, and organization of your paper; and,c) Your conclusions, including a description of the impact of these Case study on any HealthCare Setting and the marketing projects