Week 3 — Assignment 1: Investigate the Culture in a Healthcare Organization
This week, you will conduct an observation at a hospital to assess its culture from the perspective of a potential employee, patient, or guest. This activity will provide you with the opportunity to compare satisfaction data reported by patients.
You will also report on the observable culture from the marketing perspective: viewing hospitality, helpfulness, and other ambassadorial behaviors. Building the healthcare organization’s public image through ambassadorial activities is preferred over advertising, as employees are key to demonstrate the benefits of working in an organization where they are valued—thus translating this feeling to their interaction with the public.
This assignment has two parts needed to complete your report; an observation and a reflection paper.
Part 1: Observe
You will visit a hospital facility ideally one in which you are not known, to determine the degree to which the institution possesses a welcoming culture. If required, check in at the security desk with your photo identification and explain you are a student in a graduate health administration program completing an assignment as a guest. Likely you will be issued an identification badge with your name, title, and photo. Walk through the public areas of the facility and look for signs of hospitality, helpfulness, and other ambassadorial behaviors that are indicative of a welcoming culture. Look for directional signage and ask for directions to public areas such as the gift shop, snack bar, cafeteria, or parking garage. Sit in the lobby and observe as staff interacts with guests and each other.
Consider these questions:
- What type of reception did you encounter at the check-in desk?
- To what level do you observe hospitality and helpfulness from staff?
- Is there camaraderie or apathy observed to one another and guests?
- To market itself, what printed information (e.g., flyers, brochures, etc.) about the organization are displayed for public view and access?
Part 2: Reflect
After your observation, visit the Healthgrades website, which provides the results from the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey from the Centers for Medicare and Medicaid Services (CMS). At the Healthgrades website, type in the name of the facility you visited. Due to similar hospital names, ensure you are selecting the correct address/location for your hospital. Once on the hospital’s page, scroll down to the heading Patient Experience to learn what level of satisfaction patients reported the following discharge from this hospital. For example, 66% of patients discharged from Hospital Z would “definitely recommend” Hospital Z as compared to the national average of 70% of patients recommending their hospital. There are at least four patient satisfaction indicators to which you can correlate the findings from your observation—overall recommendation of the hospital; communication by doctors, nurses, and staff; cleanliness; and noise levels.
Prepare a narrative report providing an overview of the hospital you observed:
- Describe the setting of the hospital as urban, suburban, or rural; and summarize the types of services offered at the hospital.
- Describe what you witnessed, compared to your expectations and your findings on the patient experience rated on Healthgrades in the area of communication by doctors, nurses, and staff; cleanliness; and noise levels.
- Provide your reflection on the public image projected from the organization and whether you, as the healthcare executive, see opportunities to improve the observable culture—or whether you observed favorable behaviors you wish to adopt and replicate in your organization.
No facilities are to be identified in this assignment; you will use fictitious names in your reflection paper.
Length: minimum of 3 pages, not including title and reference pages
References: minimum of 5 scholarly references
Title: Assessing Hospital Culture: Observation and Reflection
Introduction In the pursuit of understanding organizational culture within healthcare settings, this report presents an observation and reflection on the culture of a hospital facility. The observation aimed to assess the degree of welcoming culture through hospitality, helpfulness, and ambassadorial behaviors. Following the observation, the report reflects on the observed culture compared to patient satisfaction indicators obtained from the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey available on Healthgrades website.
Part 1: Observation
Setting: The observed hospital is situated in an urban area and offers a comprehensive range of medical services, including emergency care, surgical procedures, diagnostic imaging, and specialized clinics.
Encounter at Check-in Desk: Upon arriving at the hospital, I approached the check-in desk and introduced myself as a student in a graduate health administration program completing an assignment as a guest. The receptionist welcomed me warmly, verified my identification, and issued an identification badge promptly.
Hospitality and Helpful Staff: Throughout the facility, I observed a high level of hospitality and helpfulness from the staff. Nurses and administrative personnel readily assisted visitors and patients with directions and inquiries. There was a noticeable effort to ensure guests felt comfortable and supported during their visit.
Camaraderie and Interaction: The interactions among staff members appeared to be characterized by camaraderie and professionalism. I observed collaborative efforts among healthcare professionals and a respectful demeanor towards one another and guests. However, there were instances where interactions seemed hurried, possibly due to workload or time constraints.
Marketing Materials: Various printed materials such as brochures, flyers, and informational posters were strategically displayed in public areas. These materials highlighted the hospital’s specialized services, achievements, and community outreach programs, aiming to promote a positive public image.
Part 2: Reflection
Comparison with Patient Satisfaction Indicators: Upon reviewing the patient satisfaction indicators on Healthgrades, several findings correlated with the observations made during the visit. The hospital scored high in communication by doctors, nurses, and staff, which aligned with the observed helpfulness and professionalism exhibited by the staff members. Additionally, the hospital excelled in cleanliness, reflecting the well-maintained environment witnessed during the observation. However, the noise levels reported by patients were slightly higher than the national average, indicating a potential area for improvement.
Public Image Projection: The observed culture projected a positive public image of the hospital as a welcoming and patient-centered institution. The emphasis on hospitality, helpfulness, and professionalism contributed to creating a favorable impression among guests and visitors. However, there are opportunities for improvement, particularly in addressing noise levels to enhance the overall patient experience.
Opportunities for Improvement: As a healthcare executive, there are opportunities to further enhance the observable culture within the organization. Implementing initiatives to reduce noise levels, improving staff training on communication skills, and fostering a culture of continuous improvement and patient-centered care can elevate the overall experience for patients and guests. Additionally, leveraging employee ambassadorial behaviors through recognition programs and professional development opportunities can reinforce a culture of excellence and promote employee satisfaction.
Conclusion: In conclusion, the observation provided valuable insights into the culture of the hospital, highlighting its strengths and areas for improvement. By aligning organizational practices with patient satisfaction indicators and fostering a culture of hospitality and professionalism, healthcare organizations can enhance their public image and deliver superior patient experiences.