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BUSINESS PLAN 1
BUSINESS PLAN
Student's Name
Department, Institutional Affiliation
Course Name, Number, and Code
Professor's Name
Due Date
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BUSINESS PLAN 2
BUSINESS PLAN
This document is designated towards providing a proposed initiative of change that will
address our organization's emergency department low customer and employee satisfaction score.
I have thoroughly researched and noted the area that requires improvement so that the emergency
department satisfaction score may be increased, increasing the outcome quality and helping in
planning for the performance par reimbursement proactively.
The Population/patient Intervention Comparison Outcomes and Time (PICOT), for the
plan I have developed was if the Inpatient oncology patients at the MMC can be increase from a
1:6 RN to 1:4 RN as opposed to the current staffing model to improve the patient’s satisfaction,
safety and the care quality.
A business plan can be described as a roadmap that is used to outline the service/venture
course and generate the desired outline for the steps that may aid towards achieving the
anticipated objective. The decision-makers use a business plan as the screening device to help
make effective decisions. Besides, it is used by the project teams as a justification platform for
justifying a need for a proposed plan, rationalizing the posed financial burdens, and identifying
and analyzing the cost-benefit ratio.
This paper will include several steps of a business plan: a proposal in the form of a letter,
a detailed abstract that is aimed at expansion of my plan and objectives, and appendices and a
conclusion of the plan. These parts are aimed at generating a process that can be to tackle the
customer satisfaction scores for an improved reputation in the community, supporting the
mission and the vision of the organization and also promotion of the best centric care clinic
philosophy will ultimately mandate a change in action and therefore enhance improved scores. A
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BUSINESS PLAN 3
well-designed business plan will prompt the required approval and support for the decision-
makers and the hospital's leadership.
PROPOSAL
Cover Letter
(Physical Address)
(Telephone number) SENDER
(Email)
(Date)
(Official Name and Titles) RECIPIENT
(Physical Address)
Dear Sir/Madam (Surname)
My name is (Full name), and I am the emergency department's Assistant Nurse Manager. The
main aim of this writing is to request approval of initiating a new process in my department. This
process will address our patient satisfaction scores, which have been lately less than ideal.
I have monitored our satisfaction scores and closely looked into the patient survey
comments for the past six months. Last month I conducted a survey in my department where I
generated semi-structured survey interviews to the patients about the probe of satisfaction in our
hospital; I also reached out to other departmental managers and conducted thorough literature
research on initiatives that have a successful improvement of the process of the satisfaction. With
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BUSINESS PLAN 4
the leadership support, I have decided to educate our staff and generate a process that can initiate
Inpatient oncology patients at the MMC increase from a 1:6 RN to 1:4 RN as opposed to the
current staffing model to improve the patient’s satisfaction, safety and the care quality.
Furthermore, the organization will be entitled to add more staff for the initiative to be successful
after which the enhanced services will ensure that the organization maximizes the output which
will reduce the expenditure and increase the income of the organization.
After thorough research, I have noted that this new process if cost minimal, including the audit
compliance time and the time required to educate the staff. Furthermore, there is no need for new
materials or equipment. I will degenerate the score trends feedback to the staff and leadership.
The impact of failing to address these satisfaction scores is profound financially since the pay-
per-performance reimbursement will be soon instituted at this organization. The current scores
may fall to fully support a maximum refund, significantly affecting our organization.
Furthermore, addressing and acting towards this issue will help endorse our mission and vision
and a remarkable continuity of the focus of the best centric patient care in the community by
increasing Customer satisfaction which will affect customer loyalty enhancing the external
marketing of our organization. The research I have conducted has delivered the tools necessary
to empower the leadership and the staff to accept the trendy process and help improve the
patient’s experience. I will appreciate your support in this venture.
Thank you for taking the time and approval consideration of my change proposal.
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BUSINESS PLAN 5
Sincerely
(Full Name)
Assistant Nurse Manager
The Emergency Department
EXECUTIVE SUMMARY
Project title: INPATIENT ONCOLOGY PATIENTS AT THE MMC INCREASE FROM A
1:6 RN TO 1:4 RN
Issue: After I secured this position less than five years ago, I immediately recognized the press
scores on client satisfaction that did not reflect our potential if we worked together
effectively. The comments reflected on the surveys about our organization suggested that
there was compassion deficiency, long attendance delays, and insufficient knowledge of
the patient care plan. After that, I conducted exploration and cooperated with the
managers from the emergency department. I have eligible to generate an initiative that
will aid in addressing the satisfaction scores. In this initiative, my inquiry includes
increasing the Inpatient oncology patients at the MMC from a 1:6 RN to 1:4 RN as
opposed to the current staffing model to improve the patient’s satisfaction, safety and the
care quality. Furthermore, this will require whiteboards that are system issued to address
the care plan and 95% of the press satisfaction survey questions. Anyone’s quality
appreciation, patient experience, and safety will help address the change needed to meet
the patient’s expectations and needs (Grant & Johnson, 2019). The healthcare department
is highlighted as an organization that needs high client satisfaction. Therefore, change
initiatives are recommended to increase our customer satisfaction to reach the levels of
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BUSINESS PLAN 6
our competitors. This project also has some costs against my time. It is also essential to
understand that the reimbursement of the Medicare and Medicaid funds with the
performance pay changes as soon as a positive change is notable (Sobel et al., 2019).
Outcome: this research correlated with Inpatient oncology patients at the MMC can be increase
from a 1:6 RN to 1:4 RN as opposed to the current staffing model to improve the
patient’s satisfaction, safety and the care quality. According to Morse et al (2021), the
positive responses from clients are significant towards understanding the perception of
their whole stay and understanding the change that is needed. I have planned to initiate
Inpatient oncology patients at the MMC can increase from a 1:6 RN to 1:4 RN which will
be interactive. If this initiation is successful, I confidently declare that we will have better
press survey scores to make us proud.
DETAILED ABSTRACT
According to Jain & Pareek (2020), patient satisfaction scores are used to measure quality
care. The press survey scores have always placed the emergency department of the Conneaut
Medical Center At the red part consistently. Several short-term improvements have been
implemented, but all in vain. The main driver of the managers and leaders of the medical facility
should be the patient's satisfaction; we can only reach the top of this issue if we get full support
from the organization's leadership. The initiation of this project will outline the need of Inpatient
oncology patients at the MMC can be increase from a 1:6 RN to 1:4 RN as opposed to the
current staffing model to improve the patient’s satisfaction, safety and the care quality and
encourage the patients and their families to update the whiteboard systems. Ineffective
communication is the fundamental cause of medical blunders that can be prevented by involving
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BUSINESS PLAN 7
the families and their patients in decreasing the events and improving outcomes (Churpek et al.
2021)
Conferring to Jain & Pareek (2020), the primary clinical effect outcomes, patient
retaining, reduced claims of malpractices, timely promotions, effective and patient-centered
quality care is reclaimed by positive experience on patient satisfaction. Regarding my research, I
have an optimistic prediction that increasing the Inpatient oncology patients at the MMC from a
1:6 RN to 1:4 RN will ultimately improve the patient perception of our organization's services,
improving our scores on the press surveys. This initiation further will enhance excellence in our
facility's patient experience, which has been the number one strategic plan goal and therefore
positively moving towards our vision, mission, and goals. After enlisting patient safety to be at
our forefront, the nurses listed the benefits that will accrue, including identification of safety
catches and checks, improved accountability and transparency, and perceived thoroughness
(Churpek et al., 2021).
The internal stakeholders include the staff, managers, and leadership. The external
stakeholders are comprised of families and clients (patients). This initiative will be successful if
it receives full support from internal and external stakeholders. Therefore, the proposal has asked
that the staff be part of the long-term initiation of the initiative.
Our organization's community has several options for their needs and our primary target
population. About 75% of the payer mix is Medicare and Medicaid, and soon we will have the
payoff based on the performance. We currently have a monthly rate volume of 450 patients.
With positive reviews of these patients, the external marketing of the organization will be catered
for. The internal marketing will be enhanced by the teaming of the staff and the leadership to
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BUSINESS PLAN 8
make sure that the patients are well satisfied. Customer satisfaction will affect the customer
loyalty to the top levels (see appendix #3).
Regarding the finances, the budget of this initiative is limited since there are tools needed
and the time that will be used is the staff meeting and the work time. The time I will require to
educate the staff on the initiative is 2-5 hours weekly, which is generally achievable to my
workload. Furthermore, the organization will be entitled to add more staff for the initiative to be
successful after which the enhanced services will ensure that the organization maximizes the
output which will reduce the expenditure and increase the income of the organization.
With the approval to continue with this project, I will make sure it is quick with the
support of the leadership and encouragement to the staff. I will request the team utilize the
whiteboards and monitor the score report. Player & Burns states that driving in goals,
motivations, and new experiences is a primary role of the leadership. Therefore leadership is
essential towards supporting change since change is inevitable.
CONCLUSION
The mission of our organization is to discover, teach and heal, and strive towards the
provision of high-quality care to our clients and community. Increasing the Inpatient oncology
patients at the MMC can be increase from a 1:6 RN to 1:4 RN as opposed to the current staffing
model to improve the patient’s satisfaction, safety and the care quality is the plan in which the
initiative is requesting to implement cost minimally, yet it has positive impacts on the
organization's external and internal stakeholders by assuring great customer expectations and
high reimbursement. This business plan furthermore sketches the initiative and its impact on the
environment. The industry's biggest strength is the positive potential in this initiative and the
improvement of the patient experience. The project's weakness is that many people may not be
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BUSINESS PLAN 9
ready for the change, and therefore it may be hard to implement it and that there may be limited
funds to increase the staff number to initiate the project.
APPENDICES
#1 Abbreviation
RN- registered nurses.
PICOT- Population/patient Intervention Comparison Outcomes and Time
SWORT- Strengths, Weaknesses, Opportunities, and Threats
#2 SWOT ANALYSES
Strengths: minimized staff training and finances, limited reviews lead to poor reviews;
therefore, enhanced checks will upgrade the surveys.
Weaknesses: Compliance, resistance tool use, prolonged sustainability.
Opportunities: Inpatient oncology patients at the MMC can be increase from a 1:6 RN
to 1:4 RN, satisfied clients market the organization, and coming back in future solidarity,
maximized income from the customer increase.
Threats: competition with the higher service providers, better care in nursing.
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BUSINESS PLAN 10
#3 Customer Satisfaction Effect On Customer Loyalty.
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BUSINESS PLAN 11
References
Churpek, M. M., Dumanian, J., Dussault, N., Bhavani, S. V., Carey, K. A., Gilbert, E. R., ... &
Edelson, D. P. (2021). Determining the electronic signature of infection in electronic
health record data. Critical Care Medicine, 49(7), e673-e682.
Morse, R. S., Lambden, K., Quinn, E., Ngoma, T., Mushi, B., Ho, Y. X., ... & Miesfeldt, S.
(2021). A mobile app to improve symptom control and information exchange among
specialists and local health workers treating Tanzanian cancer patients: Human-centered
design approach. JMIR cancer, 7(1), e24062.
Grant, S. M., & Johnson, B. H. (2019). Advancing the practice of patient and family-centered
care: The central role of nursing leadership. Nurse Leader, 17(4), 325330.
https://doiorg.chamberlainuniversity.idm.oclc.org/10.1016/j.mnl.2019.05.009
Jain, S. & Pareek, R. (2020). A study to access satisfaction amongst the patients visiting the
outpatient department in a multispecialty hospital. Clear International Journal of
Research in Commerce & Management 11(5), 11-19. https://eds-a-
ebscohostcom.chamberlainuniversity.idm.oclc.org/eds/detail/detail?vid=3&sid=6c0f51e6
-82b4- 4d7c-9ce892b0f4ab1758%40sessionmgr4008&bdata=JnNpdGU9ZWRzL
WxpdmUmc2NvcGU9c2l 0ZQ%3d%3d#AN=143215020&db=bth
Player, K. N., & Burns, S. (2015). Leadership skills: New nurse to nurse executive. Nurse
Leader, 13(6), 40.
https://doiorg.chamberlainuniversity.idm.oclc.org/10.1016/j.mnl.2015.09.008
Sobel, J., Bates, J., Ng, V., Berkman, M., Nuño, T., Denninghoff, K., & Stoneking, L. (2019).
Effect of real-time surveys on patient satisfaction scores in the emergency department.
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Education Research International.
https://doiorg.chamberlainuniversity.idm.oclc.org/10.1155/2019/6132698
Tipu, S. (2019). Business plan competitions in developed and emerging economies. Journal of
Entrepreneurship in Emerging Economies 11(1), 81-97. doi: 10.1108/JEEE-12-2017-
0102
Whitehead, D. K., Dittman, P., & McNulty, D. (2017). Leadership and the Advanced Practice
Nurse: The Future of a Changing Health-Care Environment. Philadelphia: F.A. Davis
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