Arnold Plamer

Arnold Palmer hospital is one of the largest women and children’s hospitals in the United State, founded in 1989. The hospital includes two large facilities which occupy 676,000 Square feet. Located in Orlando Florida, it serves 18 county areas in Florida; employing 2,000 individuals whose ultimate goal is to provide utilitarianism among patients and each other. Arnold Palmer hospital provides neonatal pediatric care, pediatric oncology, performs high risk level pregnancies and maternal intensive care.

One of the biggest quality tools employed by the hospital is in terms of benchmarking services as compared to other hospitals. Benchmarking can be a valuable tool due to its continuous nature of improvement and progression. Benchmarking used by the hospital utilizes patient comments and remarks to judge the Quality of care received at the hospital. Other tools used by the hospital use monetary measures to be awarded by employees to unsatisfied patients. “Arnold Palmer hospital employees are empowered to provide gifts in value up to $200 to patients who find reason to complain about any hospital service such as food, courtesy, responsiveness, or cleanliness.”(Case from book) The hospital uses surveys as tools to judge and improve upon services; surveys are mailed to patients one week after they have been released. These surveys help employees spot problem areas and provide solutions to resolve such issues. These surveys are ideal in helping the hospital develop new processes and solutions which will improve and monitor performances. Hospitals in the Florida area are rated in terms of customer satisfaction; which makes it ideal to occupy accurate information in terms of how patients and their families judge care quality. Through the employment of these tools, Arnold Palmer hospital consistently ranks in the top ten percent in the area of customer satisfaction. The hospital practices a philosophy which deems each patient important and a highly respected...