Managing Diversity And Improving Patient Satisfaction At Heritage Valley Medical Center

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Managing Diversity and Improving Patient Satisfaction at HeritageValley Medical CenterIn light of the challenges faced by Heritage Valley Medical Center due to its diverse patientpopulation and workforce, analyze the key issues identified inmanaging a diverse workforce.Based on these issues, propose specific strategies to improve both patient satisfaction andemployee coordination. Ensure your recommendations address the communication andcultural challenges between staff and patients. Your response should be 600-750 words, usingrelevant management theories and real-world examples where applicable.

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Brief summary of the caseHeritage Valley Medical Centerhas consistently beenthe center for good health care for thecommunity consisting of diverse populations like Caucasian, African American,HispanicandAsian. Earlier, the percentageofthe population distribution waslike 80 % Caucasian, 15 %African American and the rest 5 % consistingof Hispanic and Asian people, but as timepasseselapsed,the diversity of the populationhas changedto50% Caucasian, 40% AfricanAmerican, and 10% Hispanic and Asian American. As the diversity changes,manyproblemsariseand it is observed that only 40 % occupancy rates were recorded atthe Medical Center.The Medical center changed its policy to increase the service by launchinga major marketingcampaign and developed alliances withcommunityclinics, physicians, and public healthagencies to increase its referrals of Medicaid and indigent patientsand setting of the HealthIndigent Care Fund. With the new initiatives,patients had increasedfrom approximatelyfrom10% to 40% (EspeciallyHispanicsandAfrican American).The occupancy rates wereimproved but the satisfaction rates acrossdiversity goes down because according toa recentsurvey,80% of the Caucasian patientswere satisfiedwith hospital service,satisfactionpercentage has recorded to be only 30% inthe caseof AfricanAmericans,and it is evenlower and closeto10% of Hispanics,and 20% of Asians.As per the work force ofthe medical centeris concerned,85 percent of the staff membersconsisting ofphysicians,laboratory technologists, nurses, pharmacists, and therapists, wereprimarily Caucasian. In addition to this,the medical center hastwo African Americanmanagers and one Hispanic manager. The executive management team consistsof allmembers to be Caucasian includingone female.The support and administrative staffincluding nurse's aides,secretaries, human resource technicians were African American.

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