Reference no: EM133303764

Case Study Dr. L is a general practitioner whose clinic is staffed by a physician assistant and nurse team. Similar to other small clinics, there are other staff who manage the reception and other office functions. While most of the patient satisfaction surveys collected indicate high level of satisfaction, a number of the surveys have indicated that the office is not always comfortable for people who identify as LGBTQ+. The mission statement presently is: To inspire hope and contribute to health and well-being by providing the best care to every patient through integrated clinical practice, education and research. Overall scores concerning the weather clinic staff are respectful have decreased, as have scores concerning patient comfort sharing about medical needs and questions. The decreases draw the attention of Dr. L. Comments were submitted sharing: "staff make heteronormative statements meaning to be conversational but they actually make me uncomfortable." "Some of the forms seem old, and do not have space to indicate my preferred pronouns, for instance." "When I shared with the nurse that my son is gay, she said that she was 'sorry' and asked how I felt about it. This is not right!" Additionally, anecdotally, patients who identify as LGBTQ+ have stopped coming to the practice. Dr. L. asked you, an expert but an outsider to her organization, to help guide her team through a strategic planning process to search for a solution to improve inclusivity for diverse communities of patients. Dr. L. anticipates the impacts of implementing recommended changes and understands the role of time delays in the effects she expects to see. She considers that her schedule is usually full almost 3 months in advance, so the ideas generated as part of strategic planning will not be fully implemented for several months. She also recognizes that she receives patients' satisfaction scores about 3 months after the patients complete them. Therefore, she will not expect to see the full results of the change she makes to clinic protocol or policies for at least 6 to 9 months.

Question: I. a. Describe your process for engaging stakeholders and surfacing key values of the stakeholders involved. b. Present a proposed mission statement for Dr. L's medical practice.

II. a. Describe the methods you would use in conducting a situational analysis. Select at least 2 of the tools (SWOT analysis, PESTEL chart, Force field analysis, Gap analysis, Scenario analysis, Sensitivity analysis) referenced in Chapter 4 of Strategic Planning in Healthcare: An introduction for health professionals by Brian Martin. b. Provide a rationale for the tools you select. c. Explain how the Habits of a Systems Thinker inform your choice of tools and anticipated outcomes from the analysis.

III. a. Based on what you anticipate you would learn in your situational analysis, what recommendations might you make for leverage actions that would produce the desired results in Dr. L's patient satisfaction scores? b. Develop 3 objectives written using the SMART format. c. Finally, describe your implementation plan. How will you go about executing your plan to reach your objectives? Be sure to explain how each aspect of the course DEI, Systems Thinking and strategic planning can be integrated to produce sustainable change.

IV. a. Identify the key performance indicators (KPIs) you would use to evaluate progress toward the desired result. b. Explain how you would use those KPIs to monitor the strategic plan and make necessary adjustments during the implementation phase of the project.

V. For the final section of your strategic plan case study, reflect on how you could use a systems focused strategic planning process to address commonly occurring challenges in healthcare.