#4 Arnold Palmer Hospital Which two Tools of TQM does the hospital use extensively? How are these tools used (l.e.,what Information do they provide?) They mail out surveys 2 weeks after dishcharge asking for feed back, its crucial to hear back on their performance because the hospital participates in a national benchmark comparison against other hospitals, and has consistently scored in the top 10% in overall patient satisfaction. The most important question they focus on is would you recommend Arnold Palmer hospital to your family and friends. Patient satisfaction is the most important thing they focus on. Focusing on the executive dashboard measurements because the criteria is established at the executive staff level. They look at 4 primary quadrants with being service, quality, human resources, and financial quadrant. In each of those quadrants the hospital sets their own standards and measurements. This helps the hospital focus on the same goals and same vision. Identify two benchmarking methods that the hospital uses. Explain how they are used. Pareto Charts and Flow Charts to give the hospital perosonnel a quick visual overview of what is happening in house versus internal goals and external national norms. The Pareto charts help the hospital identify the few crucial items as opposed to many of the less Important ones. The Flow charts describe a process or system, which is crucial for understanding where opportunities exist for Improvement. Based on the textbook's discussion of the "Flow of Activities to Achieve Total Quality Management (pp. 216-217), which category of activity does the hospital prioritize? Explain.