FUERZAS, NOEMI KARLA N. BA 2102 OPERATIONS MANAGEMENT
Topic 7- Managing Quality
1. Why is it important for Arnold Palmer to get a patient’s assessment of health care
quality? Does the patient have the expertise to judge the health care he/she
received?
A patient’s assessment enables Arnold Palmer improve performance and achieve better result. It
also provides staffs with information needed to improve performance that would lead to better
patient satisfaction. It is essential for a hospital’s success and growth to keep patients
satisfaction. Poor customer service is what Arnold Palmer wants to avoid, furthermore, they want
a positive word-of-mouth from patient and their families. Patients today can critic better
regarding their health care quality than anyone else. When patients are given quality service
experience and provided with the detailed information on their health problems and the
corresponding medical diagnosis and treatments they will be in a position to judge the health
care he/she receives.
2. How would you build a culture of quality in an organization, such as Arnold Palmer
Hospital?
Quality care is Arnold Palmer Hospital’s priority and they focus on customer’s satisfaction. In
achieving this, the following factors of quality should be applied to all the aspects of the
services: Empathy: All the patients should be made to feel special and treasured. The staff should
