Would You Recommend a Friend to Our Hospital
Running head: WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 1
David M. Dowling
Operations Management I Southwestern College
20 January 2011
Week 3 – The Culture & Quality at Arnold Palmer Hospital
Running head: WOULD YOU RECOMMENT A FRIEND TO OUR HOSPITAL? 2
Abstract
In this paper I will demonstrate the importance of instilling a culture of quality in employees and
why it’s essential to establish a concise mission statement, code of ethics, procedures and
processes that employees can utilize in order to carry out the hospitals philosophy and mission.
I will also show what systems and processes I would set up in a new hospital to achieve a
culture of quality in a hospital. The paper will also show some of the processes that the Arnold
Palmer Hospital in Orlando, Florida uses to achieve such a high success rate in customer
satisfaction. The bottom line of this paper is that it’s easy to claim or make the statement that
a hospital provides a quality service. It’s another thing to deliver. Learned and
established techniques from this text will help an operations manager achieve the desired goal for
establishing an environment of quality, excellence and profitability.
Running head: WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 3
INTRODUCTION
My Name is Dave Dowling and I am a new employee at the Arnold Palmer Hospital in Orlando, Florida. After graduating from Southwestern College I was looking for a company that I could exercise my new talents as an Operations Management graduate. I was drawn to Arnold Palmer Hospital because of their dynamic structure and their compassion and care for children. First I would like to give you a little background on the Arnold Palmer Hospital and why it is such an appealing place
David M. Dowling
Operations Management I Southwestern College
20 January 2011
Week 3 – The Culture & Quality at Arnold Palmer Hospital
Running head: WOULD YOU RECOMMENT A FRIEND TO OUR HOSPITAL? 2
Abstract
In this paper I will demonstrate the importance of instilling a culture of quality in employees and
why it’s essential to establish a concise mission statement, code of ethics, procedures and
processes that employees can utilize in order to carry out the hospitals philosophy and mission.
I will also show what systems and processes I would set up in a new hospital to achieve a
culture of quality in a hospital. The paper will also show some of the processes that the Arnold
Palmer Hospital in Orlando, Florida uses to achieve such a high success rate in customer
satisfaction. The bottom line of this paper is that it’s easy to claim or make the statement that
a hospital provides a quality service. It’s another thing to deliver. Learned and
established techniques from this text will help an operations manager achieve the desired goal for
establishing an environment of quality, excellence and profitability.
Running head: WOULD YOU RECOMMEND A FRIEND TO OUR HOSPITAL? 3
INTRODUCTION
My Name is Dave Dowling and I am a new employee at the Arnold Palmer Hospital in Orlando, Florida. After graduating from Southwestern College I was looking for a company that I could exercise my new talents as an Operations Management graduate. I was drawn to Arnold Palmer Hospital because of their dynamic structure and their compassion and care for children. First I would like to give you a little background on the Arnold Palmer Hospital and why it is such an appealing place
References: 1. Drain, M., MA. (2010). How patient satifaction correlates with clinical quality, Retrieved from http://www.pressganey.com/improvinghealthcare /improvingHCBlog/blogPost/10-04-12/How_Patient_Satisfaction_Correlates_With_ Clinical_Quality.aspx