Quality improvement plan is aimed at improving health care quality in an organization that has been experiencing high number of complaints from the patients. With the aim of improving patients’ experience in the hospital, a team of quality control personnel has recommended three major areas that need to be changed. The three areas include the communication between health providers and the patients, patients wait time and service environmental areas. It is estimated that the action plan implementation is going to require some intensive capital to facilitate the successful improvement of services in the hospital and therefore, there is a need to conduct cost-benefit analysis to see if the capital investment will be worth it (OR Manager, 2013).  

Quality improvement plan

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Cost of the improvement plan

            The first area of the action plan will be the communication process improvement. This means that the hospital will have to adopt a computerized software package that runs the whole organization as a whole. This integrated hospital information management system software will link all departments in the organization and run it as a single unit. The best system to adopt is the primary care information services (PRIMIS) computer system (Tsai, Oray & Jha2015). This system will aid in the proper and effective data management for all the patients data. The complete overhaul of the organization will cost about $70,000 in total including the labor costs and the whole installation of the system. Running the system for a year will be $80,000.

            In the costs of installation, the acquisition cost is about $40,000 and the rest of the costs is for installation labor and training needs before the system can start functioning. It will also mean that there will be employment of a permanent maintenance crew in case the system encounters any difficulties and requires quick repairs. This will set back the organization about $2,000 per month for one technician. Alternatively, it might require that the employees be trained on the usage of the program which will costs about $250 per employee for all the 125 employees in the hospital which will give a total cost of $31,250 in training costs.

Benefits of the improvement plan

            One of the most important benefits of the system will be coordinated actions of all the departments. For instance, all the patients’ records will be stored in one place including all the previous treatments and diagnosis. This means that patient treatment will be easier knowing all the past health issues and treatment. Another benefit is that there will be great and on time follow ups of the appointments for the patients which will mean the communication process will be effective and this will save a lot of time per patient.

The computerization will also facilitate the issue of long wait time for the patients. The process of data collection from the patients is usually a tiring and a big challenge for organizations that receive heavy traffic (Gill, 2017). The employees at the reception desk get tired due to working long hours and therefore they serve the clients slowly. With the computerized system, paper work system will be eliminated and therefore, by a simple click of a button, health records of a patient will be retrieved. This will therefore save on the time spent on the queue by about 3 and a half minutes. It will also eliminate the need of more staff to be employed and continuous training costs of $4,000 for the new staff per year will be saved. The dollar value of the time saved by implementing this system would be $13 per patient.   

            Lastly, when the new system is implemented, the current staff members will be freed up and this will ensure that they will interact with the patients better since they will not have a lot on their plates (Gill, 2017). This will reduce the negative experience caused by over worked nurses and health care officers. Nurses will have an increased performance capability which will make the patients happy with the services offered. This will lead to an increase in patients’ revenues by $150,000 per year which is about 33% increase.


It is clear to say that the initial costs of the implementation process is capital intensive and requires investment from the stakeholders (Gamble, 2017). However, given this program will increase the customer satisfaction of the patients as well as increase the number of patients served each day, the program is worth undertaking. This will eliminate waste times on the quest as well as reduce the employee fatigue as a result of being overworked.


The primary care information services (PRIMIS) computer system is the best action to undertake in order to ensure that there is improved services. With the right personnel for maintenance, the system is supposed to run smoothly and effectively. The system will ensure that there is improved services. However, the manager in charge with implementation of the system must use caution while introducing the product so that it might not be met by resistance by employees in few of loss of their jobs. The organizational change should be done through effective communication strategies to facilitate its success.  


Gamble, M. (2017). 6 Cornerstones of operating room efficiency: best practices for each. Becker’s Hospital Review. Published January 18, 2013. Accessed October 5, 2018.

 Gill, M. (2017). Attitudes to clinical audit in veterinary practice, Royal Veterinary College elective project, unpublished work

OR Manager. (2013). Patient Satisfaction: Access Intelligence. Simple but thoughtful process changes can improve patient satisfaction. All rights reserved. 888/707-5814. Vol.29 No.12

Tsai, T. C., Oray, E. J., & Jha, A. K. (2015). Patient satisfaction and quality of surgical care in US hospitals. Ann Surg; 261(1):2-8.