Quality Management Goal

The consumer care assessment plan is designed to assess the satisfaction of the consumer with the care that is being provided by the hospital. Currently, Stevens District Hospital performs highly in four areas but falls back significantly in two areas namely: inpatient patient satisfaction and primary care patient satisfaction. The improvement of the HCAPS score by 5% would definitely positively affect the market share of the hospital besides helping to elevate the patient satisfaction (Pronovost, & Vohr, 2010). However, in order to ensure that this goal is achieved, there are some milestones that need to be attained first. These milestones shall be invaluable in ensuring that the goal is met without any problem.

In order to improve the HCAPS scores, it would be important to recruit the three family practice physicians who will help in provision of care that currently lacks at the hospital. This would help in the elevation of the HCAPS score to over 85% within a year. However, in order to achieve this, it would only be important to improve quality of the care by the use of technology and renovation of the physician lounge. With such strategies, Stevens District Hospital would satisfy the patients more and inevitably increase the market share. The effectiveness of the strategies would be measured after a year of implementation. However, monitoring the plan would be done quarterly in order to evaluate whether the strategies set are effective and efficient. A 5% improvement of the Stevens District Hospital’s HCAPS scores would be possible if there is a 5% elevation of the emergency department patient satisfaction. Besides that, there would also be the need to improve the urgent care quality.


Pronovost, P., & Vohr, E. (2010). Safe patients, smart hospitals: how one doctor’s checklist can help us change health care from the inside out. Penguin.

Mills, A. E., & Spencer, E. M. (2005, March). Values based decision making: a tool for achieving the goals of healthcare. In Hec Forum (Vol. 17, No. 1, pp. 18-32). Kluwer Academic Publishers.

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