1. IMPROVING HEALTHCARE QUALITY Becky Ross EMD 350V M70 Becky Ross EMD 350V M70

2. Introduction The quality of healthcare delivery is questionable at times for healthcare facilities. In order to meet customer standards and expectations, we, as healthcare professionals, must administer valuable customer experiences through leadership, professional development, education, and customer care. It is vital to seek a cultural transformation within the facility so that we seize the ability to provide our customers the expected experience and outcomes in care delivery they seek.

3. MY VISION Improvement of healthcare quality through leadership, education, professional development, and customer care in order to provide the community a positive impact in improvement in health, quality of life, and satisfaction and confidence in healthcare.

4. MY VISION

5. Goals & Objectives Leadership Empowerment Leadership Traits & Initiatives Empowerment Opportunities Innovation/Change New Care Delivery Models Influencing the Culture Leadership Empowerment Leadership Traits & Initiatives Empowerment Opportunities Innovation/Change New Care Delivery Models Influencing the Culture http://montrealradioguy. wordpress.com/2009/10/

6. Goals & Objectives Professional Development Pride/Honor Professional Practice Environments Professional Development Career Fulfillment Health of the Workplace Institutional and Individual Partnerships Professional Development Pride/Honor Professional Practice Environments Professional Development Career Fulfillment Health of the Workplace Institutional and Individual Partnerships http://www.noblood.or g/gallery/image- caduceus-29.html

7. Goals & Objectives Education Competence Core Competencies Continuing Competence Program Accountability Personal and Professional Development Lifelong Learning Education Competence Core Competencies Continuing Competence Program Accountability Personal and Professional Development Lifelong Learning http://www.nationalahec. org/home/

8. Goals & Objectives Customer Care Clinical Performance Primary Nursing Autonomy Quality Review Staff Participation Outcomes Customer Care Clinical Performance Primary Nursing Autonomy Quality Review Staff Participation Outcomes http://www.shrm.org/ADVOC ACY/ISSUES/HEALTHCARE /Pages/default.aspx

9. Vision & Impact Community Improvement in Health Quality of Life Satisfaction of Customers Confidence in Healthcare Community Improvement in Health Quality of Life Satisfaction of Customers Confidence in Healthcare

10. Summary Innovation of the team and their vision for change and quality healthcare delivery must begin through leadership, professional development, education, and customer care. By implementing this culture change in the team and within the healthcare facility, we will begin to meet customer expectations and standards of improved health, quality of life, and satisfaction and confidence in healthcare.

11. REFERENCES Caples, M.; March, L.; (2009). World of Irish Nursing & Midwifery, Dec; 17(11); 42 – 43. Cooper, E.; (2009). Journal of Continuing Education in Nursing, Nov; 40(11); 501 – 508. McKay, S.; (2004 – 2005). SRNA Newsbulletin, Dec – Jan; 6(6): 1, 4. O’Rourke, M. W.; (2003). Nursing Administration Quarterly. Apr – June; 27(2): 95 – 105. Caples, M.; March, L.; (2009). World of Irish Nursing & Midwifery, Dec; 17(11); 42 – 43. Cooper, E.; (2009). Journal of Continuing Education in Nursing, Nov; 40(11); 501 – 508. McKay, S.; (2004 – 2005). SRNA Newsbulletin, Dec – Jan; 6(6): 1, 4. O’Rourke, M. W.; (2003). Nursing Administration Quarterly. Apr – June; 27(2): 95 – 105.

12. REFERENCES Scotti, D. J.; Harmon, J.; Behson, S. J.; (2007). Journal of Healthcare Management, Mar – Apr; 52(2): 109 -125. Sturm, A. C. Jr.; (2004). HFM (Healthcare Financial Management), Sep.; 58(9): 134, 136, 138. Tomey, A. M.; (2009). Journal of Nursing Management, Jan; 17(1): 15 – 25. Scotti, D. J.; Harmon, J.; Behson, S. J.; (2007). Journal of Healthcare Management, Mar – Apr; 52(2): 109 -125. Sturm, A. C. Jr.; (2004). HFM (Healthcare Financial Management), Sep.; 58(9): 134, 136, 138. Tomey, A. M.; (2009). Journal of Nursing Management, Jan; 17(1): 15 – 25.