Investigate the Culture in a Healthcare Organization

Conduct an observation at a hospital to assess its culture from the perspective of a potential employee, patient, or guest. This activity will provide you with the opportunity to compare satisfaction data reported by patients. You will also report on the observable culture from the marketing perspective: viewing hospitality, helpfulness, and other ambassadorial behaviors. Building the healthcare organization’s public image through ambassadorial activities is preferred over advertising, as employees are key to demonstrate the benefits of working in an organization where they are valued—thus translating this feeling to their interaction with the public. This assignment has two parts needed to complete your report; an observation and a reflection paper. Part 1: Observe You will visit a hospital facility, ideally one in which you are not known, to determine the degree to which the institution possesses a welcoming culture. If required, check in at the security desk with your photo identification and explain you are a student in a graduate health administration program completing an assignment as a guest. Likely you will be issued an identification badge with your name, title, and photo. Walk through the public areas of the facility and look for signs of hospitality, helpfulness, and other ambassadorial behaviors that are indicative of a welcoming culture. Look for directional signage and ask for directions to public areas such as the gift shop, snack bar, cafeteria, or parking garage. Sit in the lobby and observe as staff interacts with guests and each other. Consider these questions: • What type of reception did you encounter at the check-in desk? • To what level do you observe hospitality and helpfulness from staff? • Is there camaraderie or apathy observed to one another and guests? • To market itself, what printed information (e.g., flyers, brochures, etc.) about the organization are displayed for public view and access? Part 2: Reflect After your observation, visit the Healthgrades website, which provides the results from the Hospital Consumer Assessment of Health Providers and Systems (HCAHPS) survey from the Centers for Medicare and Medicaid Services (CMS). At the Healthgrades website, type in the name of the facility you visited. Due to similar hospital names, ensure you are selecting the correct address/location for your hospital. Once on the hospital’s page, scroll down to the heading Patient Experience to learn what level of satisfaction patients reported the following discharge from this hospital. For example, 66% of patients discharged from Hospital Z would “definitely recommend” Hospital Z as compared to the national average of 70% of patients recommending their hospital. There are at least four patient satisfaction indicators to which you can correlate the findings from your observation—overall recommendation of the hospital; communication by doctors, nurses, and staff; cleanliness; and noise levels. Prepare a narrative report providing an overview of the hospital you observed: • Describe the setting of the hospital as urban, suburban, or rural; and summarize the types of services offered at the hospital. • Describe what you witnessed, compared to your expectations and your findings on the patient experience rated on Healthgrades in the area of communication by doctors, nurses, and staff; cleanliness; and noise levels. • Provide your reflection on the public image projected from the organization and whether you, as the healthcare executive, see opportunities to improve the observable culture—or whether you observed favorable behaviors you wish to adopt and replicate in your organization.

Sample Solution

Hospital Culture Observation Report

Part 1: Observe

Setting:

Today, I visited [Hospital Name], a suburban hospital offering a wide range of services, including cardiology, oncology, orthopedics, and emergency care.

Observations:

Check-in: Upon arrival, I approached the security desk and explained my purpose as a student conducting a healthcare administration observation. The security guard was friendly and immediately issued a visitor badge.
Signage and Helpfulness: The public areas were well-marked with clear directional signs. While navigating the lobby, I approached a staff member for directions to the cafeteria. They were courteous, stopped their conversation, and provided clear instructions with a smile.
Staff Interaction: Overall, staff members seemed to exhibit a positive and collaborative attitude. I observed nurses conversing with doctors in a friendly manner, and both parties interacted with patients with patience and attentiveness.
Marketing Materials: Brochures and information pamphlets were readily available in the lobby. These materials showcased the hospital's services, awards, and facilities.

Part 2: Reflect

Healthgrades Report: According to the HCAHPS survey on Healthgrades, [Hospital Name] received the following ratings:

Overall Recommendation: 68% (National Average: 70%)
Communication with Doctors: 72% (National Average: 74%)
Communication with Nurses: 80% (National Average: 79%)
Cleanliness: 85% (National Average: 83%)
Noise Levels: 70% (National Average: 68%)

Comparison and Reflection:

My observations generally aligned with the patient experience reported on Healthgrades. The staff exhibited helpfulness and clear communication. The hospital appeared clean and well-maintained, supporting the high cleanliness rating. While noise levels seemed manageable during my visit, the score might reflect busier times. There was a slight discrepancy between my observation and the communication with doctors score. This could be due to the limited interaction I witnessed between doctors and patients.

Public Image and Improvement Opportunities:

The overall impression projected by the hospital was positive. The readily available marketing materials showcasing their services and awards demonstrate an effort to cultivate a professional and trustworthy image. However, there's always room for improvement.

Here are some potential areas to enhance the observable culture:

Warmly greet all visitors: While the security guard was friendly, some front-line staff could be more proactive in welcoming guests. A simple greeting from receptionists or nurses upon entering the lobby could further enhance the initial impression.
Display patient testimonials: Including positive patient testimonials in the marketing materials could personalize the hospital's image and showcase the quality of care provided.
Promote employee engagement: The observed camaraderie among staff suggests a positive work environment. However, fostering employee engagement initiatives could further improve morale and translate to even stronger patient interactions.

Conclusion:

Overall, [Hospital Name] projected a welcoming and professional image. The staff displayed helpfulness and clear communication. By implementing some minor improvements like enhancing visitor greetings and incorporating patient testimonials, the hospital can strengthen its public image and further solidify its reputation for patient-centered care. Furthermore, fostering a culture of employee engagement can elevate patient care delivery. The positive aspects observed during my visit, such as clear communication and a clean environment, are valuable practices to adopt and replicate in any healthcare organization.

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Investigate the Culture in a Healthcare Organization

Sample Solution

Hospital Culture Observation Report

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