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Project Charter
Resource Plan
Project No.:
Project Name:
03
Improve Patient’s Hospital
Experience
Team Leader:
NA
Stakeholders:
Patients/Family/Physicians/
Bedside Caregivers
Champion:
TBD
Critical Support Resources:
General Information
Business Unit:
Medical Surgical Unit
Review Timing
Start:
Business Objectives: To improve the patient’s
experience as evident by an increase in HCAHPS scores
Define:
Project CTQ: Patient Satisfaction with Hospital
Experience as measured by overall satisfaction,
preparation for discharge, communication with nurses
and physicians, room environment, and pain
management and education
Analyze:
Measure:
Improve:
Control:
Close:
Project Overview
Problem Statement:
Based on the Press Ganey Report in May 2009, the Hospital Consumer Assessment of Healthcare Providers and
Systems (HCAHPS) Patient Hospital Experience percent scores are below the benchmark percent scores for
“overall rating of the hospital” and “would you recommend this hospital.”
The baseline scores on for “overall rating” are 56% and the top score (Definitely Yes) for “would you recommend
this hospital” is 61%.
Goal Statement:
To meet or exceed the highest percent scores for this facility on “overall rating of the hospital” and “would you
recommend the hospital” by:
0 – 20% improvement by December 2009
20 – 50% improvement by March 2010
>50% improvement by July 2010
Relevant Metrics:
1. Response time to call bells
2. Number of “Always” responses on “room and bathroom cleanliness”
3. Number of “Always” responses on “area around your room quiet at night”
4. Compliance with pain assessment
5. Compliance with explaining medication and side effects
7. Compliance with discharge instructions
Business Case/Impact:
Patient satisfaction is one of our core measures on the hospital dashboard. The HCAHPS survey items provide
data on the patient’s perspective of care and help to drive and focus improvements in internal customer services
and quality related activities. Patient satisfaction is critical to maintain or improve market share and financial
profitability.
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Project Scope:
In Scope: Medical Surgical Unit
Out of Scope: All other departments in the hospital
Process Boundaries: The process begins with the patient admission and ends when the patient leaves the unit
and is discharged or transferred to another facility.
Project Management/Schedule:
See above
Project Team/Roles:
Medical Surgical Unit Manager:
Nurse:
Nurse:
Care Technician:
Unit Secretary:
Housekeeper:
Case Manager:
Hospitalist:
Other physicians:
Signatures
Champion
______________________
Finance
______________________
Other
______________________
VP – Six Sigma
______________________
Black/Green Belt
______________________
Date
______________________
All Rights Reserved, Juran Institute, Inc.
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