Managing Diversity And Improving Patient Satisfaction At Heritage Valley Medical Center
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Managing Diversity and Improving Patient Satisfaction at Heritage
Valley Medical Center
In light of the challenges faced by Heritage Valley Medical Center due to its diverse patient
population and workforce, analyze the key issues identified in managing a diverse workforce.
Based on these issues, propose specific strategies to improve both patient satisfaction and
employee coordination. Ensure your recommendations address the communication and
cultural challenges between staff and patients. Your response should be 600-750 words, using
relevant management theories and real-world examples where applicable.
Valley Medical Center
In light of the challenges faced by Heritage Valley Medical Center due to its diverse patient
population and workforce, analyze the key issues identified in managing a diverse workforce.
Based on these issues, propose specific strategies to improve both patient satisfaction and
employee coordination. Ensure your recommendations address the communication and
cultural challenges between staff and patients. Your response should be 600-750 words, using
relevant management theories and real-world examples where applicable.
Brief summary of the case
Heritage Valley Medical Center has consistently been the center for good health care for the
community consisting of diverse populations like Caucasian, African American, Hispanic and
Asian. Earlier, the percentage of the population distribution was like 80 % Caucasian, 15 %
African American and the rest 5 % consisting of Hispanic and Asian people, but as time
passes elapsed, the diversity of the population has changed to 50% Caucasian, 40% African
American, and 10% Hispanic and Asian American. As the diversity changes, many problems
arise and it is observed that only 40 % occupancy rates were recorded at the Medical Center.
The Medical center changed its policy to increase the service by launching a major marketing
campaign and developed alliances with community clinics, physicians, and public health
agencies to increase its referrals of Medicaid and indigent patients and setting of the Health
Indigent Care Fund. With the new initiatives, patients had increased from approximately from
10% to 40% (Especially Hispanics and African American). The occupancy rates were
improved but the satisfaction rates across diversity goes down because according to a recent
survey, 80% of the Caucasian patients were satisfied with hospital service, satisfaction
percentage has recorded to be only 30% in the case of African Americans, and it is even
lower and close to 10% of Hispanics, and 20% of Asians.
As per the work force of the medical center is concerned, 85 percent of the staff members
consisting of physicians, laboratory technologists, nurses, pharmacists, and therapists, were
primarily Caucasian. In addition to this, the medical center has two African American
managers and one Hispanic manager. The executive management team consists of all
members to be Caucasian including one female. The support and administrative staff
including nurse's aides, secretaries, human resource technicians were African American.
Heritage Valley Medical Center has consistently been the center for good health care for the
community consisting of diverse populations like Caucasian, African American, Hispanic and
Asian. Earlier, the percentage of the population distribution was like 80 % Caucasian, 15 %
African American and the rest 5 % consisting of Hispanic and Asian people, but as time
passes elapsed, the diversity of the population has changed to 50% Caucasian, 40% African
American, and 10% Hispanic and Asian American. As the diversity changes, many problems
arise and it is observed that only 40 % occupancy rates were recorded at the Medical Center.
The Medical center changed its policy to increase the service by launching a major marketing
campaign and developed alliances with community clinics, physicians, and public health
agencies to increase its referrals of Medicaid and indigent patients and setting of the Health
Indigent Care Fund. With the new initiatives, patients had increased from approximately from
10% to 40% (Especially Hispanics and African American). The occupancy rates were
improved but the satisfaction rates across diversity goes down because according to a recent
survey, 80% of the Caucasian patients were satisfied with hospital service, satisfaction
percentage has recorded to be only 30% in the case of African Americans, and it is even
lower and close to 10% of Hispanics, and 20% of Asians.
As per the work force of the medical center is concerned, 85 percent of the staff members
consisting of physicians, laboratory technologists, nurses, pharmacists, and therapists, were
primarily Caucasian. In addition to this, the medical center has two African American
managers and one Hispanic manager. The executive management team consists of all
members to be Caucasian including one female. The support and administrative staff
including nurse's aides, secretaries, human resource technicians were African American.
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Subject
Healthcare