NRSE4580 Patient Experience Model of Customer Service

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NRSE4580 Patient Experience Model of Customer Service

NRSE4580 Patient Experience Model of Customer Service

For this discussion, you will use information from your assigned readings, the literature and leaders in your organization to answer the following:

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  • Describe your organization’s customer service/patient experience model. Include standards, measures, staff training, reward and recognition programs. If you are not currently part of an organization, interview a nursing colleague about their institution for this discussion.
  • Discuss how well the customer service model works. Provide 2 examples illustrating the effectiveness of the model. If it is not effective, provide 2 examples illustrating the ineffectiveness of the model. Provide rationale for your answer.
  • Describe the customer service model/patient experience on your unit or in your department. What is nursing’s role? What is the nurse manager’s involvement?
  • Describe how customer satisfaction is measured on your unit? If customer satisfaction is high, how is it maintained? If it is low, what strategies are in place for improvement?
  • Why is customer satisfaction now tied to reimbursement? Cite references.

must contain minimum of two peer reviewed references, in addition to examples from your personal experiences to augment the topic. The goal is to make your post interesting and engaging so others will want to read/respond to it. Synthesize and summarize from your resources in order to avoid the use of direct quotes, which can often be dry and boring. No direct quotes are allowed in the discussion board posts.

Textbooks:

Diane Huber (2018)

You must proofread your paper. But do not strictly rely on your computer’s spell-checker and grammar-checker; failure to do so indicates a lack of effort on your part and you can expect your grade to suffer accordingly. Papers with numerous misspelled words and grammatical mistakes will be penalized. Read over your paper – in silence and then aloud – before handing it in and make corrections as necessary. Often it is advantageous to have a friend proofread your paper for obvious errors. Handwritten corrections are preferable to uncorrected mistakes.

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The paper must be neatly formatted, double-spaced with a one-inch margin on the top, bottom, and sides of each page. When submitting hard copy, be sure to use white paper and print out using dark ink. If it is hard to read your essay, it will also be hard to follow your argument.

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