Healthcare Management

Assignment 1: Executive Memo

Due Sunday, midnight of Week 3

You are the CEO of a Healthcare organization. The patient satisfaction data, as measured by

the Press-Ganey survey, shows most patients who have received care at your hospital would

not recommend the facility to friends and family, and the patients’ overall rating of the

organization is mediocre at best. Your top focus as CEO is to build a superior patient

experience.

Your Assignment:

Based on your reading of the Service Fanatics textbook, including the best practices shared in

the book, draft a 2-to-3-page Executive Memo, to be distributed to all staff and members of your

organization.

Be sure your memo includes the following:

1. Clear and concise outline of the strategy for improving the patient experience

2. Tactics to be used to drive the strategy

3. Description of how all staff can participate in putting “Patients First”

4. Call to Action, with a Statement about how success will be measured

Your assignment must follow these formatting requirements:

• Typed, double-spaced, using Times New Roman font (size 12) with one-inch margins on

all sides.

• In place of a Cover page, provide the following Headings on Page 1 of your memo:

· TO: Insert Professor’s Name

· FROM: Insert Your Name

· DATE: Insert Assignment’s Due Date

· RE: It’s All About the Patient, Assignment 1

Note: The Headings page is not included in the required assignment page length.

RUBRIC – Assignment 1: Executive Memo

Criteria

Unsatisfactory

Low Pass

Pass

High Pass

Honors

1. Articulate a clear and concise strategy for improving the patient experience.

Weight: 20%

Does not articulate a strategy for improving patient experience. Does not justify the strategy. Not at all clear and concise.

Partially articulates a strategy for improving patient experience. Partially justified the strategy. Not fully clear and concise.

Satisfactorily articulates a strategy for improving patient experience. Satisfactorily justified the strategy. Clear and concise.

Presents a well-articulated strategy for improving patient experience. Justifies the strategy. Very clear and concise.

Thoroughly articulates a strategy for improving patient experience and thoroughly justifies the strategy. Excellent level of clarity and conciseness.

2. Describe strategic tactics for improving the patient experience. Weight: 20%

Does not describe the strategic tactics for improving the patient experience.

Partially describes the strategic tactics for improving the patient experience.

Satisfactorily describes the strategic tactics for improving the patient experience.

Describes well the strategic tactics for improving the patient experience. Clear and concise.

Thoroughly and succinctly describes the strategic tactics for improving the patient experience. Clear and concise

3. Provide a statement about how all staff can participate in putting “Patients First”. Weight: 20%

Does not provide a statement of how all staff can participate in putting “Patients First”.

Partially provides a statement of how all staff can participate in putting “Patients First”.

Satisfactorily provides a statement of how all staff can participate in putting “Patients First”.

Well-formulated statement of how all staff can participate in putting “Patients First”. Clear and concise statement.

Thoroughly and completely formulated statement of how all staff can participate in putting “Patients First”. Clear, concise, and actionable.

4. Provide a call to action, and state how success will be measured. Weight: 20%

Does not provide a call to action. Missing or incomplete statement of how success will be measured.

Partially provides a call to action. Partially provides a statement of how success will be measured.

Satisfactorily provides a call to action. Short statement as to how success will be measured.

Well-expressed call to action. Clear and concise statement about how success will be measured.

Thoroughly and completely provides a call to action. Clear and concise statement of how success will be measured.

5. Clarity, Logic, Writing Mechanics, Grammar, and Formatting. Weight: 20%

Multiple mechanical errors: much of the text is difficult to understand or the text does not flow; memo fails to follow formatting instructions.

Mechanical errors make the text difficult for the reader to understand; text does not flow; memo includes unsupported conclusions and assertions.

Some mechanical errors: text flow is satisfactory; memo is mostly clear; assertions and conclusions are generally justified and explained.

Few mechanical errors; text flows well; memo clearly expresses the student’s position in a manner that logically develops the topics.

Minimal minor mechanical errors; text flows very well; memo clearly expresses the student’s position in an exemplary manner that logically develops the topics.