Identify ONE satisfaction benchmark that you will be addressing and why this benchmark has been selected.

1. Decrease in client satisfaction scores related to courtesy and friendliness of staff at the Care Clinic.

The selected benchmark is related to the courtesy and friendliness of staff at the Care Clinic, which has shown a decrease in satisfaction scores. The reason for selecting this benchmark is that it is an essential component of quality care, and it directly affects the client’s perception of the services provided. Rude or unfriendly behavior of staff can lead to a negative impact on the clients’ overall experience and their decision to continue seeking services at the Care Clinic.

2. Leadership dynamics related to how the improvement/change project will be managed

The improvement/change project will be managed by adopting a collaborative leadership approach, where the involvement and participation of all stakeholders, including staff, management, and clients, will be encouraged. The management team will take the responsibility of leading the change process while ensuring that the staff and clients are adequately informed and engaged in the process.

3. Change model that will be used in addressing the selected benchmark

The change model that will be used in addressing the selected benchmark is the Plan-Do-Study-Act (PDSA) model. This model provides a systematic approach to problem-solving, which involves identifying the problem, developing a plan, implementing the plan, and evaluating the results to determine the effectiveness of the plan.

4. Course of action/change

The following are the steps that will be implemented to improve the courtesy and friendliness of staff at the Care Clinic:

Step 1: Identify the Problem The management team will assess the reasons for the decrease in satisfaction scores related to the courtesy and friendliness of staff at the Care Clinic. They will gather data from clients, staff, and other stakeholders to identify the root causes of the problem.

Step 2: Develop a Plan The management team will develop a plan to address the identified issues. This plan will include training programs for staff to improve their communication and interpersonal skills, hiring of additional staff to reduce workloads and stress, and implementing a reward and recognition program to motivate staff to provide quality services.

Step 3: Implement the Plan The management team will implement the plan, including training programs, hiring of additional staff, and reward and recognition programs.

Step 4: Evaluate the Results The management team will evaluate the effectiveness of the plan by reviewing the satisfaction scores related to the courtesy and friendliness of staff at the Care Clinic. If the scores improve, the plan will be considered effective, and if not, the management team will reassess and modify the plan.

In conclusion, by adopting a collaborative leadership approach and using the PDSA change model, the Care Clinic can address the decrease in satisfaction scores related to the courtesy and friendliness of staff. The implementation of the above steps can result in improved quality of care and overall satisfaction of the clients.