Meso Level Leadership Assignment: Care Clinic Improvement Project:

Meso Level Leadership Assignment: Care Clinic Improvement Project

Care Clinic Scenario: The Executive Team of Care Clinic prides itself in the care that is provided to the community of Summerville, Florida.  The Clinic is known for holistic approach to the individuals served at the clinic as well as presenting various community outreach programs.  Annually, the Executive Team of Care Clinic reviews the client satisfaction benchmark results related to client service and quality indicators.  The scores have substantially decreased in the past 12 months in the categories of client satisfaction and quality care.

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To assist in understanding the quality issues related to client care occurring within the Care Clinic, you are provided with two videos of client situations that have been recorded using Second Life.  You are also required to enter Second Life to observe actions and conversations occurring within the Care Clinic.  When viewing the videos and participating within the Care Clinic located in Second Life, consider yourself to be the manager and identify quality care issues consistent with decreasing client satisfaction scores.  From your leadership perspective, determine how the declining benchmarks can be addressed and improved.  Discuss the actions/changes that need to be implemented in order to improve the satisfaction scores and attained Care Clinic quality outcomes.

The Care Clinic Improvement Project will need to be completed by the end of Week 6 of this course and requires that each of the following areas to be addressed.

1. Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected. Select the ONE client satisfaction benchmark from the following list:
   1. Decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic.
   2. Decrease in client satisfaction scores related to staff explaining discharge instructions in a manner that is understandable to the client/client.
   3. Decrease in the quality nursing care related to interventions provided to clients at the Clinic.
2. Describe the leadership dynamics related to how the improvement/change project will be managed.
3. Identify the change model that will be used in addressing the selected benchmark.
4. Describe the course of action/change.
5. Provide a conclusion to the assignment.

Due Date: Sunday 11:59 p.m. MT at the end of Week 6

 Total Points Possible:  200

REQUIREMENTS:

Description of the Assignment

The focus of the assignment is to address decreasing benchmark scores regarding customer service or quality care with the use of leadership strategies and a change model.

The following objectives will need to be addressed:

1. Introduction: identify the benchmark that will be addressed for this assignment; explain why this benchmark has been selected and why the low score occurred. Select one benchmark from the following list:
   1. Decrease in customer service score related to courtesy and friendliness of staff at Care Agency,
   2. Decrease in customer service score related to staff explain my discharge instructions in a way that I understand,
   3. Decrease in quality care score linked to the interventions provided at the Clinic.
   4. This section identifies the upcoming sections of the paper.
2. Leadership Dynamics: Describe the leadership dynamics related to how the project will be managed, specifically incorporating the following strategies:
   1. The six values of the system leadership perspective; each value must be described
   2. Strategic leadership foresight, visioning, partnering, and motivating
   3. Relationship based care
   4. Include scholarly literature to validate your assertions
3. Change Model: Identify the change model that will be used in addressing the problem area.
   1. Describe the elements of the change model.
   2. Describe how the change model is applicable for the customer service or quality indicator you have selected to improve for the Clinic’s stability.
   3. Describe the role of the leader in facilitating the change process
   4. Explain two specific leadership skills which will be utilized to lead the change effort.
   5. Include scholarly literature to validate your assertions
4. Course of Action: Describe the course of action/change.

a.    Identify stakeholders who will be involved in creating change.

1. Design the steps of the new process that will address the gaps and improve the problem area.
2. Discuss how the selected change model is reflected in the course of action

5. Conclusion
   1. Highlight the main points of this project:
      1. Selected benchmark
      2. Leadership strategies used to create change

• Change model used

1. Action Plan
2. Self-reflection of learning, including new insights gained through completing this assignment

 Criteria for Format and Special Instructions

1. The paper (excluding the title page and references page) should be 3 – 5 pages. Points will

be lost for not meeting these length requirements (too long or too short).

2. Font and sizes acceptable: 12 point Times New Roman or 11 point Arial.
3. The textbooks required and lesson content for this course may not be used as a reference

for this assignment.

4. The use of a dictionary is not allowed for this assignment.
5. A minimum of 5 (five) scholarly references must be used. Scholarly references need to be current within five years (anonymous authors or web pages are not acceptable).
6. Title page, body of paper, and reference page must follow APA guidelines as found in the 6^th

edition of the manual. This includes the use of headings for each section of the paper.

7. Ideas and information that come from readings must be cited and referenced correctly.
8. Rules of grammar, spelling, word usage, and punctuation are followed and consistent with

formal written work as found in the 6^th edition of the APA manual.

9. Past tense verbs are used when presenting information from published resources.

Directions and Grading Criteria