Continuous quality improvement is one of the values that guide healthcare delivery today. Medical institutions are working tirelessly to provide their patients with the best possible quality of care. Identifying areas that require improvement is among the approaches that these institutions have adopted. Mount Sinai Hospital is among the institutions with a commitment to safeguarding patient wellbeing. While the hospital has largely been successful in its quest to offer quality care, there are a number of shortcomings and drawbacks which compromise the hospital’s efforts. Its inefficient call-center is among the aspects of its operations that require an urgent overhaul.
A research project will be conducted to determine how patients gain access into Mount Sinai Hospital. The purpose of this research will be to determine the impact that the access method has on patient outcomes and experiences. Even before the research is conducted, it is already evident that the hospital has failed to ensure that patients are able to access services in a convenient and fast fashion. There are a number of reasons why it is important to investigate the problem that Mount Sinai Hospital patients face as they attempt to gain access. Observations have revealed that the current process that the hospital has developed is inefficient and wasteful. Furthermore, this institution incurs huge costs in maintaining the system. It is through an understanding of the problem that the need for change becomes clear.
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The project that will be performed will take the form of a research study. Given the nature of this project, data will need to be collected. As part of the data collection process, in-depth interviews will be conducted. The employees who work at the Mount Sinai Hospital call center will be the primary focus of the interview. It is hoped that the insights that they share will reveal the inefficiencies that plague the system that the hospital has adopted. The director of the call-center and the managers will also be turned to in the search for insight. Since they are intimately familiar with the operations of the call center, these leaders are best placed to share information on the challenges that they face.
The data collection and the general research process will extend beyond the interviews described above. Existing data will be used to understand the operations of the call-center. Through the interviews, new data will be obtained. Combined, the different types of data will provide a comprehensive look at how patients access the hospital. While the interviews will highlight how the hospital operations, preliminary observations have already revealed that there are various obstacles that hamper access for patients and overall delivery of care. That the hospital does not have practitioners who are culturally competent is among the barriers. The practitioners lack the skills and knowledge that they need to attend to patients from different cultural backgrounds. The inefficient and cost-ineffective process at the call-center is another barrier that the hospital needs to eliminate if it is to improve the quality of care delivered. The lack of quality service and the difficulties that patients endure when they engage with the call center are other hurdles that make it needlessly difficult for Mount Sinai Hospital to offer quality care.
As noted earlier, the purpose of the research project will be to identify the measures that Mount Sinai Hospital can take to improve care delivery. Specifically, the research project’s aim is to enhance the operations of the call center. It is recommended that the hospital should establish a centralized call-center. The full implementation of this recommendation promises to address all the challenges that the hospital faces. Higher efficiency and cost savings are some of the main benefits that Mount Sinai Hospital will be poised to enjoy upon the implementation of the proposed solution. Higher levels of patient satisfaction and improvements in staff satisfaction are other benefits that the solution will deliver. Since this solution offers numerous benefits, Mount Sinai Hospital should urge all its stakeholders to support the implementation process.
