Action Items
Think of an experience where you received or observed excellent quality. You may have had the experience as a customer, as a patient, as a provider, or as an employee. Describe the factors that made this an
excellent experience and how you felt as a result of this experience. Following the principles of management, include a description of managements influence on your experience. Do the same for a situation in
which you experienced poor quality. Record you response in the table below.
Complete for both Excellent and Poor Quality
Experiences:
~Briefly describe the experience
~Describe what made this an excellent or poor quality experience
~How did you feel as a result?
~What was managements role or influence?
On the basis of the observations you recorded, describe why it is important for healthcare managers to understand quality.
Compose a four- to six-page, double-spaced paper addressing the above two elements.
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