Care Clinic Scenario: The Executive Team of Care Clinic prides itself in the care that is provided to the community of Summerville, Florida. The Clinic is known for holistic approach to the individuals served at the clinic as well as presenting various community outreach programs. Annually, the Executive Team of Care Clinic reviews the client satisfaction benchmark results related to client service and quality indicators. The scores have substantially decreased in the past 12 months in the categories of client satisfaction and quality care. To assist in understanding the quality issues related to client care occurring within the Care Clinic, you are provided with two videos of client situations that have been recorded using Second Life. You are also required to enter Second Life to observe actions and conversations occurring within the Care Clinic. When viewing the videos and participating within the Care Clinic located in Second Life, consider yourself to be the manager and identify quality care issues consistent with decreasing client satisfaction scores. From your leadership perspective, determine how the declining benchmarks can be addressed and improved. Discuss the actions/changes that need to be implemented in order to improve the satisfaction scores and attained Care Clinic quality outcomes. The Care Clinic Improvement Project will need to be completed by the end of week six of this course and requires that each of the following areas to be addressed. 1. Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected. Select the ONE client satisfaction benchmark from the following list: 2. Decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic. 3. Decrease in client satisfaction scores related to staff explaining discharge instructions in a manner that is understandable to the client/client. 4. Decrease in the quality nursing care related to interventions provided to clients at the Clinic. 5. Describe the leadership dynamics related to how the improvement/change project will be managed. 6. Identify the change model that will be used in addressing the selected benchmark. 7. Describe the course of action/change. Week 6 Describe the fundamental elements of a model for change, such as steps involved in the process, approach in mobilizing the change process, and what is … to sustain the results.

The declining client satisfaction scores in the categories of client satisfaction and quality care at Care Clinic in Summerville, Florida, indicate a need for improvement in several areas. To effectively address these issues, it is crucial to identify one satisfaction benchmark and analyze its impact on the overall decline in client satisfaction scores. Among the available benchmarks, a decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic has been selected as the focus of this improvement project.

The selection of this benchmark is based on the recognition that the attitude and behavior of staff members play a significant role in shaping clients’ overall experience and perception of the quality of care received. Courtesy and friendliness of staff are critical factors in ensuring a positive and welcoming environment for clients. When clients feel respected, valued, and treated with kindness by the staff, their overall satisfaction with the care provided is likely to increase.

In order to address the declining benchmarks related to courtesy and friendliness of staff, it is essential to examine the leadership dynamics within the Care Clinic. A strong and effective leadership approach is crucial in driving positive change and creating a culture that emphasizes the importance of client satisfaction and quality care. The leadership team should take responsibility for instilling a customer-centric mindset among all staff members and setting clear expectations for behavior and interpersonal interactions.

To guide the improvement/change project, the selected change model should provide a structured and systematic approach. One such model that can be utilized is the Kotter’s 8-Step Change Model, which has been widely recognized as an effective framework for managing organizational change. This model involves the following steps: creating a sense of urgency, building a guiding coalition, forming a strategic vision and initiatives, enlisting a volunteer army, enabling action by removing barriers, generating short-term wins, sustaining acceleration, and instituting change.

The course of action/change to improve the client satisfaction benchmark related to courtesy and friendliness of staff should include several key elements. First, the leadership team needs to communicate the urgency and importance of addressing this issue to all staff members, emphasizing the impact it has on client satisfaction. This can be done through regular communication channels, such as team meetings, emails, and staff forums.

Second, a guiding coalition should be formed, consisting of representatives from different departments and levels within the organization. This coalition will be responsible for driving the change effort, providing support, and acting as advocates for the importance of courtesy and friendliness in client interactions.

Third, a strategic vision and initiatives should be developed, outlining specific behaviors and actions that exemplify courtesy and friendliness. Clear guidelines and expectations should be established for all staff members, with a focus on active listening, empathy, and responsive communication.

Fourth, an army of volunteers should be enlisted to support and champion the change effort. These volunteers can be identified among staff members who already demonstrate exceptional courtesy and friendliness towards clients. By recognizing and leveraging their positive examples, a culture of excellence and positive client interactions can be cultivated.

Fifth, any barriers that hinder staff members’ ability to exhibit courtesy and friendliness should be identified and removed. This may involve providing additional training or resources, addressing staffing issues, or improving communication channels within the organization.