Transforming Leadership, Improving Patient Experience
Language: English
Published by Taylor & Francis, 2024
- Softcover
- New
Condition: New
US$ 79.23
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Add to basketItem description from seller
Alan T. Belasen, Ph.D., has over 25 years of experience in professional, management, and leadership development. He led the design and implementation of the MBA programs in management, global leadership, and healthcare leadership at SUNY Empire State Col.
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- Title
- Transforming Leadership, Improving Patient Experience
- Author
- Alan T. Belasen, Ph.D.|Barry Eisenberg, Ph.D.|Jill Borgos, Ph.D.
- Publisher
- Taylor & Francis
- Publication year
- 2024
- Condition
- New
- Binding
- Soft cover
- Language
- English
- ISBN 10
- 1032555157
- ISBN 13
- 9781032555157
This book focuses on the patient experience as a leadership strategy. It explores the relationships between coordinated care, expert leadership, provider-patient communications, and the patient experience. When clinical and nonclinical staff collaborate effectively, healthcare teams can improve patient outcomes, prevent medical errors, improve efficiency, and increase patient satisfaction.
Surprisingly, however, healthcare leaders tend to prioritize specific metrics to improve hospital performance and patient satisfaction even though patient experience and provider-patient communications are intertwined. Determining the most effective strategy for achieving higher levels of service quality and patient satisfaction can prove elusive for providers.
Consider the evidence: a survey in 2012 of more than 17,000 healthcare leaders in North America, for example, found that leaders’ perceptions did not always match the data, and many hospital leaders overestimated the performance of their hospitals. Over 75% of the hospital leaders reported "quality of care" was something their hospital did well, while their patients, on average, rated them lower on perceived service quality. Ten years later, in 2022, only a few providers integrated best practices to achieve high patient satisfaction which severely impacted CMS Hospital Star Rating. This has significant effects on profit margins since patients consider the star rating differentials in their choices of hospitals and are willing to pay upward of 17% extra for treatments in 5-star hospitals, a revenue generating source of income at times when hospitals have seen falling revenues (down 4.8%) and rising labor (up 37%) from pre-COVID-19 pandemic levels.
To reduce the gap between perception and reality, hospital leaders can consider the link between communication goals (e.g., responsiveness of hospital staff, pain management, communication about medicines) and outcomes (e.g., increased adherence and compliance, readmission, healthcare delivery costs, hospital overall ratings) as well as improve the patient experience.
When intentions and outcomes are aligned, they create a powerful medium by which healthcare leaders can evaluate the gaps that exist between patient care measures and best practices and mitigate organizational or technological factors relevant to improving the patient experience. When the alignment is optimal, care teams develop a better sense of shared purpose, become more committed and accountable, and work together to improve the patient experience. When accomplished, patients participate more fully and actively in the exchange and are discharged with an enhanced commitment to carry out care management requirements.
Key topics in this practical guide include provider-patient communications; demonstrating the value of patient-focused care; how physician and nurse executives use synergy as a strategy; engaging board members in promoting quality and safety goals and in developing hospital community partnerships; building bridges between physicians, administrators, trustees, and hospital staff; and developing a leadership pipeline.
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About the Author
Alan T. Belasen, Ph.D., has over 25 years of experience in professional, management, and leadership development. He led the design and implementation of the MBA programs in management, global leadership, and healthcare leadership at SUNY Empire State College. Dr. Belasen has published on topics such as executive education, hospital leadership, quality of care, crisis leadership, healthcare communication, and women’s leadership. Dr. Belasen has written numerous books including Resilience in Healthcare Leadership: Practical Strategies and Self-Assessment Tools for Identifying Strengths and Weaknesses (Routledge, 2022); Dyad Leadership and Clinical Integration: Driving Change, Aligning Strategies (HAP, 2019); and Women in Management: A Framework for Sustainable Work-life Integration (Routledge, 2017). He is the recipient of the International Accreditation Council for Business Education’s 2017 John L. Green Award for Excellence in Business Education, and the 2014-2015 SUNY Chancellor’s Award for Scholarship and Creative Activities.
Barry Eisenberg, Ph.D. has forty years of experience in healthcare management, consulting, and higher education. He established and directed a management development program at Memorial-Sloan Kettering Cancer Center in New York, and later served as vice president of human resources and vice president of operations at Union Hospital in New Jersey. In addition to directing SUNY Empire State College’s MBA in Healthcare Leadership, Dr. Eisenberg consults with health care organizations on strategic planning, mergers and acquisitions, market expansion, and board of directors’ development. Dr. Eisenberg is co-author of Mastering Leadership: A Vital Resource for Healthcare Organizations (Jones & Bartlett Learning, 2015). He also maintains a blog which addresses health issues, among many others, with a wide distribution: https://barryeisenbergauthor.com/blog. Dr. Eisenberg serves on the boards of nonprofit organizations dedicated to expanding access to scholarship, social justice, and promoting arts education.
Jill Borgos, Ph.D., M.S., R.N. is an assistant professor in SUNY Empire State College’s MBA in Healthcare Leadership program. She holds a Ph.D. from the University at Albany in Educational Policy & Leadership, a Master of Science degree from the University of Michigan Rackham Graduate School in Nursing Administration & Patient Care Services, and a Bachelor of Science degree in Nursing from Boston College. Dr. Borgos has 30 years of combined academic, clinical, and leadership experience in healthcare. She has previously held academic appointments in Nursing undergraduate and graduate Programs where she taught courses in Health Policy, Organizational Behavior, and Population Health. With an interest in education as a determinate of health outcomes globally, Borgos’ research areas focus on the internationalization of higher education. She has published and presents on cross-border medical and nursing education, organizational social network analysis, resource dependency across geopolitical borders, and distance learning. Borgos is the 2013 recipient of University at Albany’s Sanford H. Levin Fellowship for her work in educational leadership and a 2015 recipient of a Sigma Theta Tau International Recognition Award for Excellence in Nursing Research.
"About the title" may belong to another edition of this title.
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Moluna GmbH
Engberdingdamm 27
Greven, Germany 48268
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Instructions for revocation/
Standard Business Terms and customer information/ data protection declaration
Revocation right for consumers
(A ‘consumer’ is any natural person who concludes a legal transaction which, to an overwhelming extent, cannot be attributed to either his commercial or independent professional activities.)
Instructions for revocation
Revocation right
You have the right to revoke this contract within one month without specifying any reasons.
The revocation period is one month with effect from the day,
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on which you or a third party nominated by you, which is not the carrier, had taken possession of the products, provided you had ordered one or more products within the scope of a standard order and this/these product/products is/are delivered uniformly;
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In order to exercise your revocation right, you must inform us (Moluna GmbH, Engberdingdamm 27, 48268 Greven, Telephone number: 02571/5 69 89 33, Fax number: 02571/5 69 89 30, E-Mail address: abe@moluna.de) of your decision to revoke this contract by means of a clear declaration (e.g. a letter sent via post, fax or email). You can use the enclosed specimen revocation form for this, which however is not mandatory.
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Specimen - revocation form
(If you wish to revoke the contract, please fill up this form and send it back to us.)
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To Moluna GmbH, Münsterstr. 105, 48268 Greven, Fax number: 02571/5 69 89 30, Email address: abe@moluna.de :
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I/we () herewith revoke the contract concluded by me/ us () regarding the purchase of the following products ()/
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Insofar as you are an entrepreneur, the following shall apply in deviation from the above warranty provisions:
a) Only our own specifications and the manufacturer's product description shall be deemed agreed as the quality of the goods, but not other advertising, public promotions and statements by the manufacturer.
b) In the event of defects, we shall, at our discretion, provide warranty by rectification of the defect or subsequent delivery. If the rectification of defects fails, you may, at your option, demand a reduction in price or withdraw from the contract. The rectification of defects shall be deemed to have failed after a second unsuccessful attempt, unless the nature of the goods or the defect or other circumstances indicate otherwise. In the event of rectification of defects, we shall not be obliged to bear the increased costs arising from the transport of the goods to a place other than the place of performance, unless such transport is in accordance with the intended use of the goods.
c) The warranty period shall be one year from delivery of the goods. The shortening of the period shall not apply
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(3) The provisions of the UN Convention on Contracts for the International Sale of Goods are explicitly inapplicable.
II. Customer information
- Identity of the seller
Moluna GmbH
Engberdingdamm 27
48268 Greven
Germany
Telephone: 02571/5698933
E-Mail: abe@moluna.de
- Information regarding the conclusion of the contract
The technical steps associated with the conclusion of the contract, the contract conclusion itself and the correction options are executed in accordance to the regulations "conclusion of the contract" in our standard business terms (part I.).
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Unless a different period is specified in the item description or our delivery conditions, the goods are delivered within 3-5 days after the conclusion of the contract (in case an advance payment has been agreed upon, after the payment authorisation).
6.2 If you are a consumer, the following is statutorily regulated: The risk of the sold item accidentally being destroyed or degraded during shipping only passes over to you when the item in question is delivered, regardless of whether or not the shipping operation is insured. This condition does not apply if you have independently commissioned a transport company that has not been specified by us or a person who has otherwise been appointed to execute the shipping operation.
If you are a businessman, the delivery and shipping operations take place at your own risk.
- Statutory warranty right
Liability for defects is governed by the “Warranty” provisions in our General Terms and Conditions of Business (Part I).
last update: 01.01.2022
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last update: 10.01.2022