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1. There are three types of "homes" delivering service/care in healthcare. The more "popular" types of "homes" delivering care are home health, assisted living, and skilled nursing facilities. What are they and who do they serve?
2. Some healthcare systems have established goals for their physicians to admit certain numbers of patients into their hospitals, praising doctors who met or exceeded their goals. Is this good management practice? Is it different for doctors who are employees of the health system versus voluntary members of the medical staff?
3. One of the measures of success is patient satisfaction. Please define patient satisfaction and how and by whom it is currently measured? Are these measures reliable and valid? Provide supporting research. What specific action steps can be taken based on patient satisfaction data? For example if satisfaction with nursing is low what should leaders and managers do? Look for root cause? Punish all the nurses? Send all nurses to training in customer satisfaction?
4. Steps are continually being taken to improve measures of patient satisfaction to provide specific actionable data. Identify at least three changes that demonstrated measured improvement in the measurement tools? Who has the best tool? What is the most used tool not HCAHPS. Who determines the value of the tools? Free market?
Download the Verint Form 10-K here, or use the Verint website, or search the U.S. Securities and Exchange Commission's EDGAR site to locate the document should
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