CASE STUDY: The customer knows best: AtlantiCare

Question

1.1 Based on the case study, AtlantiCare was able to successfully use the two of the Quality Management Principles, Leadership and Involvement of People, respectively. Explain what these two principles entail and how they helped AtlantiCare improve their performance and revenue. (8 marks)

Answer 1

The principle of Leadership in quality management refers to the role of top management in setting clear directions, establishing a unity of purpose, and creating an environment in which the organization’s goals can be achieved. It requires leaders to be accountable and responsible for quality outcomes, as well as to inspire and motivate their employees.

In the case of AtlantiCare, the leadership principle was evident in the organization's commitment to quality and patient-centered care. The CEO, Dr. David Tilton, provided a clear vision and set the tone for the organization by emphasizing the importance of providing exceptional care to the patients. He actively engaged with the employees, listening to their concerns and ideas, and inspiring them to strive for excellence in their work.

The involvement of people principle emphasizes the importance of recognizing and valuing the contributions of every employee within the organization. It involves creating a culture that encourages and supports employee involvement, empowerment, and recognition.

AtlantiCare embraced this principle by involving frontline staff members in decision-making processes and quality improvement initiatives. They implemented the Employee Ideas for Excellence (EIE) program, which encouraged employees to submit their suggestions for improving patient care and operational processes. This involvement empowered employees to take ownership of their work, resulting in a more engaged workforce and a higher level of commitment to delivering quality healthcare services.

These two principles helped AtlantiCare improve their performance and revenue in several ways. Firstly, by emphasizing the importance of quality and patient-centered care, AtlantiCare was able to improve patient satisfaction. This led to positive word-of-mouth referrals and patient loyalty, resulting in increased patient volume and revenue.

Secondly, by involving frontline employees in decision-making processes and quality improvement initiatives, AtlantiCare was able to tap into the knowledge and expertise of their staff. This resulted in more efficient and effective processes, reduced errors, and improved patient outcomes. The involvement of employees also led to increased motivation and satisfaction, which translated into better performance and productivity.

Overall, the leadership and involvement of people principles helped AtlantiCare create a culture of excellence, where employees were inspired and empowered to deliver quality care. This, in turn, resulted in improved performance and revenue for the organization.