Customer Letter
Scenario
AS THE QUALITY IMPROVEMENT MANAGER FOR LIVEWELL HOSPITAL, YOU PERIODICALLY CHECK THE HOSPITAL’S SOCIAL MEDIA PAGES FOR PATIENT COMMENTS AND REVIEWS ON HOSPITAL SERVICES. IN THE PAST TWO QUARTERS, YOU HAVE NOTICED MORE COMMENTS AND REVIEWS FROM PATIENTS AND HOSPITAL VISITORS QUESTIONING THE QUALITY OF CARE. IN PARTICULAR, A FEW REMARKS ALLUDE TO INADEQUATE CARE AND PATIENTS BECOMING SICKER AND CONTRACTING OTHER ILLNESSES WHILE HOSPITALIZED. DUE TO LIVEWELL HOSPITAL PARTICIPATING IN HOSPITAL-ACQUIRED CONDITION REPORTING, YOU WERE ALREADY AWARE OF THE RECENT INCREASE IN HOSPITAL-ACQUIRED INFECTIONS AND CREATED A QUALITY IMPROVEMENT INITIATIVE TO IMPROVE CARE AND REDUCE THE INFECTION RATE. THE QUALITY IMPROVEMENT INITIATIVE WAS CENTERED ON REQUIRED STANDARDS AND REGULATIONS FROM THE HOSPITAL’S QUALITY IMPROVEMENT ORGANIZATIONS, JOINT COMMISSION, AND CMS. WITH THE INITIATIVE IN PLACE, LIVEWELL HAS SEEN A REDUCTION IN THE HOSPITAL-ACQUIRED INFECTION RATE WITHIN THE PAST TWO MONTHS.
You understand word-of-mouth reviews travel quickly with social media’s help you decide to meet with the hospital’s Director of Marketing, Devin Hopson. You have a plan to send a business letter as an announcement to the hospital’s patients to address quality efforts. In the business letter, you plan to include information describing the impact of the quality improvement organizations on LiveWell’s quality initiatives and information on the hospital’s participation in hospital-acquired condition reporting. You would also like to gauge the patients’ satisfaction with hospital services using tools and surveys in the coming months and want to inform patients to expect such practices. Devin agrees to the idea and would like a copy of the business letter to post on LiveWell’s social media pages.
Instructions
Create a business letter as an announcement to LiveWell’s patients that:
ANALYZES THE QUALITY IMPROVEMENT ORGANIZATIONS ASSOCIATED WITH LIVEWELL HOSPITAL AND THEIR ROLES IN THE HOSPITAL’S QUALITY INITIATIVES.
Assesses the importance and purpose of LiveWell Hospital participating in hospital-acquired condition reporting.
Evaluates the impact of patient satisfaction measurement tools and surveys on quality improvement and details on informing patients of the use of the tools and surveys in the coming months.
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