Recommendations
Quality of Care The patients' perception of Blake's quality of care had been deteriorating during last a few years; however, the hospital does not know how to figure out the problem. Therefore, I would recommend interviewing both internal and external consumers, redesign the public office relation survey, and train the office staffs. …show more content…
Even though the hospital is aware that the evaluation from the patients is getting worse, the public office relation survey fails to clarify the underlying causation and do not offer any steps for improvement. Thus, I would like to suggest that the hospital should talk with their customers and redesign the evaluation method for quality improvement. In this case, customers mean both internal (Blake's employees) and external (patients) since any project should be customer-centered (Brassard & Ritter, 1994), and they are both essential