• Read the mini-case study below.

The US Army is paying Walt Disney Inc. $800,000 in consultant fees to serve as a benchmark for its treatment of veterans. Walter Reed Army Medical Center has received unfavorable reviews from veterans frustrated by receiving the runaround, not getting their questions answered, being constantly faced with an impersonal bureaucracy, and being cared for in a shabby, if not unhealthy, environment (Vogel 2008). Disney will help Walter Reed Army Medical Center by sharing best practices regarding customer service. Walter Reed staff members hope they can put the care back into healthcare for the veterans (Cellucci, 2019, p. 358-359).

• Then, answer the prompts below.
• • What common ground do you think Disney shares with Walter Reed?
  • How would you recommend that Walter Reed Army Medical Center evaluate the programs outcomes for the treatment of veterans?
  • Using the PDSA cycle, create a hypothetical continuous improvement plan that could be used by Walter Reed Army Medical Center. Be sure to address each phase of the PDSA cycle.