Emergency Department (ED) at Southeast Texas

I work in the Emergency Department (ED) at Southeast Texas Christus St. Elizabeth Hospital in Beaumont. The organization’s mission statement is “To extend the healing ministry of Jesus Christ” (Our Mission, 2016).

The core value of the organization: “We believe in: Dignity (Respect for the worth of every person, recognition and commitment to the value of diverse individuals and perspectives, and special concern for the poor and underserved). Integrity (Honesty, justice, and consistency in all relationships). Excellence (High standards of service and performance). Compassion (Service in a spirit of empathy, love, and concern).  Stewardship (Wise and just use of talents and resources in a collaborative manner)”. (Our Mission, 2016).

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The vision of CHRISTUS HEALTH, a Catholic health ministry, will be a leader, a partner and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities so that all may experience God’s healing presence and love (Our Mission, 2016).

The person who is the leader responsible for performance management and improvement at the Emergency Department at Southeast Texas Christus St. Elizabeth Hospital in Beaumont, told me in an interview for this assignment that her main role is to help employees understand and put in practice the organization’s mission statement, core values, and vision. She said that she fulfills her role by conducting patient satisfaction surveys, as well as community surveys of public opinion of the level of care being provided at in our department. She said that she takes the results of these surveys and develops strategies and plans to help us improve in the weak areas. For instance, she told me that our (ED), patient satisfaction this last month was 47% and our goal is 70%. She said patients complain that during their stay in the ED they didn’t know who their nurses and physicians were, they felt that no one communicated with them about the results of labs and other exams, and lastly they didn’t feel that they were made confortable during the time they spent in the ED. This leader told me that it is her responsibility to create a strategy and a plan of action to make sure the nurses, physicians, and other ED personnel are addressing the patient’s concerns.

Based on my readings and research I do agree with the leader I mentioned above. The leader of an organization is responsible for performance management and improvement.  They are responsible to help the employees achieve the organization’s mission statement, core values, and vision by improving effectiveness, empowering employees, streamlining the decision making process, to help bring the organization’s services to the next level by aiming to improve the overall health of a community (Performance, 2016).

I think one area in which the leader of our Ed can improve on, is doing a better job communicating to us (the employees), the areas that we need to improve on such as patient satisfaction and communication between the patients and us. She can use half of our monthly staff meetings to inform us of the patient satisfaction results and provide a short training on how to improve patient satisfaction.

References

Our Mission, Values and Vision (2016). Christus Health. Retreived from

http://www.christushealth.org/ourmission

Performance Management and Quality Improvement, (2016). Public Health Foundation.

Retrieved from http://www.phf.org/focusareas/PMQI/Pages/default.aspx