Herzog Memorial hospital Harvard Case Solution & Analysis

Herzog Memorial hospital Case Study Solution

Identification of Broader themes:

The major themes mentioned in the spreadsheet consist of the total 10 themes which are identified and mentioned below along with the characterization of few comments.

1. Comments related to Discharge
2. Comments related to Physician
3. Comments related to Personal issues
4. Comments related to Nurses
5. Comments related to Room
6. Comments related to Tests and Treatments
7. Comments related to Admission
8. Comments related to Meals
9. Comments related to Visitors and family
10. Comments related to Overall Assessment of patients

Moreover, the patients and the major themes were characterized by the four major categories of the comments such as: Positive, Negative, Neutral and Mixed.

Few comments for each theme are mentioned below to have a clear cut information for the characterization of comments for each theme and the scale used for these themes was a Likert scale from 1 to 5 values, which shows two extremes such as Very poor 1 to very good 5.

1. Comments related to Discharge
2. Positive Comments

• Nurse & training nurse were great.
• My discharge was speedy & explained in detail.

1. Negative Comments

• Had to wait several hours before leaving.
• No instructions given, waited 2 hours in the room after cleared to leave, didn't want to wait and get charged another night with no sleep.

1. Mixed Comments

• The discharge was delayed when they decided another test was required.
• The nurse left due to illness. The new one had to get all the stuff and it took over 2 hrs.

1. Neutral Comments

• No instructions truly needed for home care.
• Discharged to arehab facility.

2. Comments related to Physician
3. Positive Comments

• My physicians explained everything & this helped my concerns.
• Best practice is a superb group of doctors.

1. Negative Comments

• Several doctors, I didn't know saw me - It was hard to remember which doctor did what.
• Still without clear diagnoses or what caused my "illness."

1. Mixed Comments

• I wasn't impressed. The neurologist was nice, but his services were unnecessary.
• Could barely understand one of my doctors. I know she tried, but bad experience.

1. Neutral Comments

• Only saw him immediately after surgery.
• Physicians were in & out for brief periods of time (sometimes 60 sec or less).

3. Comments related to Personal issues
4. Positive Comments

• Had no pain or emotional needs or complaints.
• The charge nurse - *Jennifer was the best nurse I EVER had!

1. Negative Comments

• They need more nurses they have too many patients. The hospital looked dirty.
• I think doctors could have been more informative.

1. Neutral Comments

• #4. Roommate
• Hospitals are difficult places to be a patient in these times -

1. Mixed Comments

• Most of the time, my pain was well controlled. The exception was the one nurse.
• Good eye contact & "display" of concern. Netted useless results.

4. Comments related to Nurses
5. Positive Comments

• I loved the nurses. They were very nice and helpful.
• Emergency Room - Excellent. Intensive Care - Excellent. 3rd floor excellent.

1. Negative Comments

• The first hospital ever to not shave chest hair (or offer) before applying heart pads. 3 times within 12 hours. Very uncaring.
• I speak some English but I wish they would have given me information in Spanish about my issues.

1. Neutral Comments

• Had many in-training nurses along with regular nurses.
• #4. The bath was on day 7 of hospitalization.

1. Mixed Comments

• The night nurse was excellent. The day nurse was not so good resulting in averaging the two.
• Poor coverage on evenings. I had to go find the staff to meet my needs. *Lynn is an excellent nurse!

5. Comments related to Room
6. Positive Comments

• Cleaning staff was the best.
• No bad experience.

1. Negative Comments

• Spider on ceiling, fly on window dirt on floor -................

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