Identify the change model that will be used in addressing the selected benchmark.

To assist in understanding the quality issues related to client care occurring within the Care Clinic, you are provided with two videos of client situations that have

been recorded using Second Life. You are also required to enter Second Life to observe actions and conversations occurring within the Care Clinic. When viewing the

videos and participating within the Care Clinic located in Second Life, consider yourself to be the manager and identify quality care issues consistent with decreasing

client satisfaction scores. From your leadership perspective, determine how the declining benchmarks can be addressed and improved. Discuss the actions/changes that

need to be implemented in order to improve the satisfaction scores and attained Care Clinic quality outcomes.

The Care Clinic Improvement Project will need to be completed by the end of week six of this course and requires that each of the following areas to be addressed.
1. Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected. Select the ONEclient satisfaction benchmark from the

following list:
a. Decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic.
b. Decrease in client satisfaction scores related to staff explaining discharge instructions in a manner that is understandable to the client/client.
c. Decrease in the quality nursing care related to interventions provided to clients at the Clinic.
2. Describe the leadership dynamics related to how the improvement/change project will be managed.
3. Identify the change model that will be used in addressing the selected benchmark.
4. Describe the course of action/change.

Course Outcomes
Through this assignment, the student will demonstrate the ability to:

CO #2: Analyze goal directed leadership actions that foster positive healthcare outcomes and effective processes at individual, community, and global healthcare

settings. (MPH PO 7, MSN PO 2)

CO #3: Develop personal and strategic communication modalities that foster negotiation, advocacy and positive work environments within diverse healthcare settings.(MPH

PO 9, MSN PO 3)

CO #5: Incorporate ongoing leadership character development, values and ethical principles into a living leader role that collaborates with and engages individuals,

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