Manorika Sablok

Sherry Delio

June 23, 2018


The management of Meridian hospital has a better understanding that customers nowadays have a variety of choices for their care since there are so many healthcare providers in the market which means that the organization has to come up with means which are crucial in improving their patient’s experience in order to retain them. Making such a consideration would be essential in ensuring that the hospital is in a position to serve a large number of customers as well as they would be building their reputation in the market. In this paper, we are going to have a look at how the healthcare is in a position to come up with an effective strategy to improve patients experience score. Comment by Sherry Delio: Business plan

In the twentieth century, the science and industry of medicinal treatment was as it is today centered on accomplishing great execution. Be that as it may, the definition and measurements that were utilized to gauge the execution of a medicinal office like a center or healing facility were altogether different from today. Before, with an end goal to keep things easier and all the more firmly lined up with things like operational productivity, it was funds that were regularly utilized. The more cash a center or doctor’s facility made, the better individuals thought of its execution. Comment by Sherry Delio: This does not tell what you plan to do to improve patient experience.

Abstract Comment by Sherry Delio: The Abstract goes up front and is on a separate page as I annotated on your Action Plan

The journey to the improvement of the patient experience score is usually long and business should be in a position to come up with a well-designed action plan that would help them realize their goals at the long run. Median Hospital is making a consideration to make a reduction of their patient wait time to 15 which means that they are supposed to take a good action plan that would help them achieve their goals with the shortest time possible. In order to become competitive in the market, health providers are coming up with new action plans in their departments in order to ensure that they meet the current needs and requirements of the patients. Taking such moves by the health care is crucial in ensuring that they make an improvement of their level of competitiveness as well as they have made an improvement on their services to their customer. Comment by Sherry Delio: What? Minutes I assume.

For instance, by concentrating on the patient experience, one of the central contemplations that were tended to was wellbeing. In any case, by concentrating on persistent security, this unavoidably implied fewer mistakes were made. Fewer mistakes implied diminished expenses, and patient fulfillment by and large went up, which empowered rehash visits for future determinations or medicines. With a specific end goal to be more compelling, effectiveness additionally went up, which had benefits no matter how you look at it, both operationally and financially.

History or rationale

The healthcare is an industry which is observed to have an influence to everyone but over the years, the reputation of it from the customers has been substantially low as compared to other forms of industries in the market. However, in the current times, the patients/ customer experience score is nowadays turning out to be a focus of the healthcare companies and clinics. With the current advancement in the market, Healthcare providers have a greater chance of transforming their services in order to meet the needs as well as the expectations of their patients.

Something that was immediately found as more research was led was that while offices with great accounts didn’t generally have a decent patient ordeal, offices with a decent patient affair dependably had great funds. There werewas a considerable measure of purposes behind this, yet a standout amongst the most widely recognized discoveries was that an attention on giving a decent patient ordeal realized numerous all encompassingall-encompassing or multi-disciplinary advantages.

The current research in the market shows that hospitals and other healthcare providers are physicians are gaining a lot as a result of improvement of the customer’s satisfaction. For example, the Affordable Care Acts have introduced some of the metrics that can be used by the healthcare providers in an attempt to make an improvement in their patients care. Quality is crucial in attracting patients which in the long run translates into more revenues for the healthcare providers.

Some of the Industry trends with regard to Patients Experience Score Include;

Leveraging Data For Healthcare- In the past, hospitals have always collected data to use in their operations but in the current times, there is the use of automated systems which are in a place to make an improvement on the patient experience. In order or meridian Hospital to make an improvement of their patients care, they should be in a position to install automated systems which are able to improve the patients score to their 15 minutes.

Patient Personalization: The healthcare providers have come up with systems which are in a position to store personalized data in order to ensure that they are in a position to get the right information concerning a patient easily and without any difficulty. This is much essential in ensuring that their patient’s experiences score with regard to services offered to them

Using Wearable Devices in Healthcare: The wearable devices are considered as one powerful tool which is used to give personalized care to the patients. In our case, in order for Meridian Hospital should be in a position to ensure that their doctors give personalized services to their customers.

Market analysis (including competition)

The healthcare system in the U.S. has for a long period has experienced some level of unsatisfactory performance in terms of costs and quality. Thought it is state-controlled sector it is unimaginable that this sector is also highly competitive just like any other sector in the economy.

In a business set-up, it is observed that when the level of competition is high, there usually occur changes in terms of price adjustment and most of the case, the price levels of goods and services fall down while quality on the other hand improves. As a result of competition, there is a high likelihood that the level of innovation is going to rise up which gives rise to the delivery of quality services. In the healthcare sector, those uncompetitive providers are more likely to move out of the market.

In the healthcare sector, it is observed that the costs of offering their services are high despite the fact that there are several attempts to reduce them and this is not likely to associate with the improvement in the quality. It is observed that the healthcare is offered differentiated services but they design their prices depending on the quality of services they offer to their patients/customers. The level of completion is observed that the level of competition is the root cause of the problem that is associated with the healthcare performance. The U.S. healthcare system has made several attempts to reform the sector but it has failed greatly due to the fact that it is based on the wrong diagnosis of the problem.

The Institute of Medicine never again passes by that name and is currently known as the National Academy of Medicine, yet in 1999, they presented a report with a stunning conclusion. In spite of the US being a grown, first world country, wellbeing of patients was not as high as it hypothetically ought to have been. A yearly normal of 98,000 individuals kicked the bucket, in doctor’s facilities, because of preventable mistakes, human or something else.

Goals and outcomes (relationship to strategic focus)

In order for Meridian to achieve its goals in reducing the goals of reducing thereducing the wait to 15 minutes, it should be in a position to take the following actions/steps.

The main goals of Meridian Hospital would achieve the following goals. Conduct timely appointments. Offering of timely care. Starting their services on time. It is observed that those healthcare services that start their operations on time usually end them on time. If this strategy is adopted by Meridian Hospital, it would be in a position to reduce its target of reducing the patients wait time to 15 minutes, Comment by Sherry Delio: This doesn’t explain how you would do this.

The setting of expectations: In order for Meridian Hospital to realize their goal, they should be in a position to set-out essential expectations and have proper metrics in place in order to countermeasure their effectiveness. For example, the patient care experience score might be improved by taking the measure such as making a follow-up on patients.

Along these lines, it is important for your patient to know what to expect after their visit in terms of test results, follow-up visits, etc. I receive more complaints about the back end of our patients’ experiences than anything else. Make sure you and your staffs do not drop the ball as you near the goal line.

Putting the staffs in the right place: It is important that Meridian Hospital should be in a place to put their staffs in the right place or positions for which they have a high level of competency. This is more likely to work for the firm in ensuring that they deliver quality care within the shortest time possible.

Structure (including alliances, contractual relationships, etc.)

In this section, we are going to talk about a contractual relationship that might exist among two parties which in this case are the Healthcare providers and the patients. Therefore, we are in a position to define a contractual relationship as a shared risk in which both parties attempt to cut down the costs and do their duties to the best of their abilities. In our case, the contractual agreement forms the basis of the patients and health rights, requests, and obligations. ThereforeTherefore, there is need to have key obligations which would be set out in order to ensure the goals to reduce the wait time for the patients has been reduced to 15 minutes. Some of these contractual relationships would include; Ensuring ensuring that all the two parties have effective communication skills. Ensuring that there are no delays in carrying out procedures. Healthcare providers should have the right personnel to carry out their activities. Comment by Sherry Delio: You wouldn’t say this in a actual plan.

It was a reminder to the whole field of prescription, and it realized a difference in discernment, not simply in the measurements used to quantify execution, yet in the approach individuals took to running restorative offices. As it were, it taken the whole business back deeply of what the field was about, which is dealing with wiped out individuals.

Thus today, following quite a while of progressing, 21st century American restorative establishments currently have a more unpredictable, at last more precise methods for estimating the nature of a doctor’s facility or center. It falls under the metric of the “patient experience.”

Financial data overview

Budgeting and financial plan are key for any healthcare in their attempt to maintaining their services and also running a sustainable operation. When the patient wait time is higher, a healthcare organization is more likely to incur a huge loss and this is what might have fostered Meridian Hospital to come up with a measure to reduce the patient wait time to 15 minutes. Some of the essential financial statements which I would be tempted to look at are the profit and loss statement of Meridian Hospital for the past five years. The profit and loss are defined as financial statements that are used to make a summary of the revenues, costs, and expenses which are incurred within a given period either quarterly or annually.

Comparing this information over the years would show a good track record of how the company has been performing over the years. After this, we would then look at how the company is performing after the implementation of a new move to reduce the customer wait time. I have a strong belief from the hospital management projection that the organization would be in a place to make an improvement on its profits by a great margin since as it would increase the ratio of patients served per day.

Personnel/Staffing (including provider relationships as appropriate)

Coming up with an effective medical staffing strategy is quite challenging to the healthcare providers and therefore there is a need for them to come up with a proper plan in order to resolve the staffing issues. However, an organization such as Meridian Hospital has to factor in the following areas in order to ensure that it has a strong engagement and reduce the patients wait time through the following ways,

Onboarding new employees: This is crucial since it involves training and educating new employees on the essential requirements that they would be required to adhere to in order to realize the goal of the organization.

Engagement of the employees: It is essential for Meridian to involve all their employees at all levels in order to ensure that there is no form of resistance that they might face during the implementation of the new plan.

Retaining the employees: There is a need for Meridian Hospital to expand the responsibilities of their existing employees in order to ensure that they are in a place to meet the new plans.

Implementation schedule

An implementation schedule plays a role in drafting a strategic plan for an organization since it assigns each step to a given individual and suggests that the possible completion time. For Meridian Hospital to realize its goal of reducing the customer wait time to 15 minutes and therefore the management should be keen when it comes to drafting their implementation schedule to ensure that it is in line with the needs of the organization. An action plan, on the other hand, is a detailed plan which is used by the management of an organization in outlining essential actions which would be used by an organization in order to realize their goals.


Morgan, B. (2018, January 10). The Top 5 Trends In Customer Experience For Healthcare. Retrieved from

Redefining Competition in Health Care. (2004, June 1). Retrieved from

Six Ways to Improve Patient Satisfaction Scores | Physicians Practice. (n.d.). Retrieved from

Manorika, I am sorry, but I really don’t think you have a good understanding of the business planning process. Your paper read more like a report and many things you included were talking about how you write a plan rather than the plan itself. I think this has been a difficult 8 weeks for you and without participating in class, I don’t believe you will have enough points to pass this class. Next time you take the class, be sure and get extra help, do all the participation because that will help you if you have some lower grades. I wish you well and hope you find the time to finish your education. I know you can do it if you have the time to put into learning the elements of each class. Best wishes, Sherry

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