SlideShare a Scribd company logo
Family members of patients make
complaints of the nursing staff who ignore
their concerns/questions.
Family members also complain due to the
lack of delayed updates from nurses
regarding their family member (patient)
Mease Countryside Facility was founded in 1986.
Baycare formed in 1997.
The facility currently holds about 300 rooms and
includes Women & childrens’ services, cancer,
heart, neurosciences etc.
Although it is one of the award-winning hospitals,
there are issues relating to customer care involving
the family members and nursing staff.
The issue includes family members not being
satisfied with the answers they are seeking, and
nurses not being respectful and delayed responses.
Current problem regards nursing staff not being
able to communicate positively and effectively
with family members.
Key success factors include: prevent job stress
from promoting positive service, be able to
multitask, hire more nurse assistants.
Key factors will create patient satisfaction and
complaints will decrease.
The best solution for this issue is to hire more
staff-nurse assistants that can take on the extra
work if nurses are busy with other patients.
This option is beneficial to both the staff and
customers (family members). This prevents
stress to the nurses and the extra help will
help in answering and updating all family
members on time.
Risks that may arise might be lack of hours
to staff.
Final call to action is to provide more staff to
the surgery department. It is the best
solution in increasing patient satisfaction.
http://health.usnews.com/best-
hospitals/area/fl/mease-countryside-hospital-
6390160/patient-satisfaction
http://www.baycare.org/hospitals

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Businesssolution

  • 1.
  • 2. Family members of patients make complaints of the nursing staff who ignore their concerns/questions. Family members also complain due to the lack of delayed updates from nurses regarding their family member (patient)
  • 3. Mease Countryside Facility was founded in 1986. Baycare formed in 1997. The facility currently holds about 300 rooms and includes Women & childrens’ services, cancer, heart, neurosciences etc. Although it is one of the award-winning hospitals, there are issues relating to customer care involving the family members and nursing staff. The issue includes family members not being satisfied with the answers they are seeking, and nurses not being respectful and delayed responses.
  • 4. Current problem regards nursing staff not being able to communicate positively and effectively with family members. Key success factors include: prevent job stress from promoting positive service, be able to multitask, hire more nurse assistants. Key factors will create patient satisfaction and complaints will decrease. The best solution for this issue is to hire more staff-nurse assistants that can take on the extra work if nurses are busy with other patients.
  • 5. This option is beneficial to both the staff and customers (family members). This prevents stress to the nurses and the extra help will help in answering and updating all family members on time. Risks that may arise might be lack of hours to staff.
  • 6. Final call to action is to provide more staff to the surgery department. It is the best solution in increasing patient satisfaction.