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Healthcare Operational Process Management

Health care organizations (HCOs) often struggle not only with performance improvement but also with effectively communicating performance improvement results to their internal and external stakeholders. It is equally important to communicate your successes externally for marketing and internally, to your staff, to continue to build on your successes. The messaging to these two groups, however, is very different.

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I need to either select a health care organization that has demonstrated successful outcomes in clinical quality, or create a fictitious HCO and discuss the following:


• Describe the specific successes and the initiatives that led to the success.

• Develop a communications strategy to achieve effective and efficient communication of operational and clinical performance data and performance improvement initiatives.


• Include a plan for strategic messaging in communications to employees (to effect change) and communications to the general public (for marketing purposes).

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