Measurement Systems and Methods Essay

Measurement Systems and Methods Essay


302wk5DQ: Measurement Systems and Methods

The Mount Sinai Hospital (MSH) in Manhattan area of New York City was founded in 1852 and is one of the largest and most respected hospital facilities in the country. Presented as a non-profit organization, the hospital facility provides a wide range of health care services to include cancer, dermatology, diabetes, gastroenterology, ENT, emergency medicine, geriatrics, nephrology, neurology, obstetrics, gynecology, ophthalmology, orthopedics, pediatrics, psychiatry, pulmonology, radiation oncology, rehabilitation, rheumatology, spine, surgery, urology, and cardiology and cardiovascular care services. In addition to providing health care services, the hospital acts as a teaching facility affiliated with Icahn School of Medicine at Mount Sinai. Besides that, it is part of the Mount Sinai Health System network (Icahn School of Medicine at Mount Sinai, 2022). Measurement Systems and Methods Essay


The MSH acknowledges the need for measuring patient satisfaction as an opportunity to identify areas of improvement for focus to provide better patient care services. High patient satisfaction levels in any service area is an indication that the area provides high-quality patient care services delivered by the team of specialized doctors and hospital staff (Koutoukidis & Stainton, 2020). A review of the patient satisfaction levels for five health care service departments at the hospital reveals that the highest rated service is family medicine while the lowest rated services is orthopedics. The graphics allows the hospital to easily see which services are offering the best patient experiences and which services need to improve their performance and patient satisfaction levels (see Figure 1). Measurement Systems and Methods Essay

Figure 1. Patient satisfaction rate by service


With reference to the patient satisfaction levels, the organization established goals of 75% for the cardiology department, 85% for the general surgery department, 90% for the ENT department, 90% for the family medicine department, and 70% for the orthopedics department. However, the organization has on occasion found it difficult to meet the targeted goals. In the cardiology department, the targeted goal of 75% was not met in 2019 but was met in 2018, 2020 and 2021. In the general surgery department, the targeted goal of 85% was not met in 2018, 2019 and 2021, but was met in 2020. In the ENT department, the targeted goal of 90% was not met in 2018 and 2021 but was met in 2019 and 2020. In the family medicine department, the targeted goal of 90% was met in the four years. In the orthopedics department, the targeted goal of 70% was not met in 2018, 2018 and 2021 but was met in 2020 (See Figure 1).

Patient satisfaction is important as an indicator of quality in health care. It affects patient retention, clinical outcomes, and medical malpractice claims. In addition, it affects the patient-centered, efficient and timely delivery of quality health care. As such, patient satisfaction can be perceived as a proxy and effective indicator to measure the success of the hospital and its medical personnel. Besides that, meeting the patient satisfaction goals results in improve patient (customer) loyalty and retention, reduced vulnerability to price wars, consistent profitability, increased staff morale, reduced risk of malpractice suits, reduces accreditation issues, and increases personnel and professional satisfaction. This implies that failing to meet the patient satisfaction goals would result in less satisfied patients who are unlikely to support the hospital (Butts & Rich, 2018).

Post a brief description of the healthcare organization or nursing practice setting (Hospital) you selected. Summarize the measures on the scorecard or dashboard in which patient experience of care is measured, tracked, and used to set improvement goals. Be specific. Explain whether goals at your organization are established, for these metrics you reviewed, and whether or not they are currently being met. Then, describe the potential impacts of meeting or not meeting these metrics for your healthcare organization, and explain why. Be specific and provide examples. Review the Learning Resources for this week, and reflect on how a healthcare organization or nursing practice setting uses scorecards and dashboards. Select any healthcare organization or nursing practice setting that has an established scorecard or dashboard measuring patient experience and improvement goals. Measurement Systems and Methods Essay

Be sure to obtain an example of the scorecard or dashboard from the healthcare organization or nursing practice setting (you selected) for this Discussion. Reflect on how these measurement systems and measurement methods may impact organizational goal setting in the areas of overall performance and financial stability. Explore the key indicators involved with scorecards and dashboards, as well as the external quality standards to which they are compared. Reflect on what the metrics used in the balanced scorecards and dashboards might mean to your specific organization and/or nursing practice. Has your organization established goals for these or similar metrics and are they currently being met? Why, or why not? Some references Nash, D. B., Joshi, M. S., Ransom, E. R., & Ransom, S. B. (Eds.). (2019). The healthcare quality book: Vision, strategy, and tools (4th ed.). Health Administration Press. Chapter 9, “The Patient Experience” (pp. 233–251) Centers for Medicare and Medicaid Services. (2020). HCAHPS: Patients’ perspectives of care survey. Walden University, LLC. (2021). DNP Project Faculty advisor and site identification—matching request form.


Butts, J., & Rich, K. (Eds.) (2018). Philosophies and Theories for Advanced Nursing Practice (3rd ed.). Jones & Bartlett Learning, LLC.

Icahn School of Medicine at Mount Sinai (2022). About The Mount Sinai Hospital.

Koutoukidis, G., & Stainton, K. (2020). Tabbner’s Nursing Care: Theory and Practice. Elsevier. Measurement Systems and Methods Essay

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