Think about one positive and one negative healthcare encounter that you have had. Using the chart
below, describe the factors that made for an excellent experience and how you felt as a result of the
experience. Do the same for a situation for which you experienced poor quality. In at least one sentence
below your chart describe why it is important for health services managers to understand quality.
This assignment does not need to be written in essay format. It should be created as a table with bullet
point answers, similar to the one below.
What Made this an Excellent or
Poor Quality Experience?
How Did You Feel What was Management’s
as a Result?
Role or Influence?
Part 2: Consider the negative healthcare encounter you described above. If wasteful practices had been
eliminated or steps in the process had been standardized, would you have had a different encounter?
How would it have changed? (500-750 words)
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