- Reduced client satisfaction due to the lack of friendliness and courtesy from staff in Care Clinic.
The chosen benchmark is related the the friendliness, courtesy, and professionalism of the Care Clinic staff. These have shown to be a decreasing trend in customer satisfaction. The reason for selecting this benchmark is that it is an essential component of quality care, and it directly affects the client’s perception of the services provided. Rude or unfriendly behavior of staff can lead to a negative impact on the clients’ overall experience and their decision to continue seeking services at the Care Clinic.
- How will the leadership of this project be handled?
The project management will adopt a collaborative approach to leadership, encouraging the participation and involvement of all parties, such as staff, managers, and clients. Management will be responsible for leading the transformation process, while also ensuring staff and customers are informed and involved.
- The model to be used for addressing the benchmark selected
Plan-Do-Study-Act model will be the one used to tackle the chosen benchmark. This model offers a systematic solution to problems. It includes identifying the issue, creating a plan and implementing it, then evaluating results to assess the plan’s effectiveness.
- Change of course/action
Following are some steps to be taken in order to increase the friendliness and courtesy of the staff at Care Clinic.
Step 1 – Identifying the Problem. The management team must identify what is causing the drop in the scores of satisfaction related to the friendliness and courteousness of the staff members at the Care Clinic. The management team will collect data from the clients, the staff and any other stakeholder to determine the cause of the issue.
Step 2: Create a Plan To address identified problems, the management team must develop a strategy. This plan will consist of training programs to help staff improve their communication skills and interpersonal relationships, the hiring of more staff to relieve stress and reduce workloads as well as implementing reward and recognition programs to encourage staff to deliver quality service.
Step 3: Implementation of the Plan. The team responsible for the implementation will include training programs and programs to reward staff.
Step 4: Evaluating the Results. To evaluate the effectiveness, the management team will review the customer satisfaction ratings for the Care Clinic staff in terms of their friendliness and courtesy. If scores increase, the plan can be deemed effective. Otherwise, management will modify and review the plan.
By adopting a collaborative approach to leadership and using the PDSA model of change, Care Clinic is able to address the decline in scores for satisfaction related the friendliness and courtesy of the staff. By implementing the steps above, the Care Clinic can improve the client’s satisfaction and quality of their care.