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Project Charter
Resource Plan

General Information

Review Timing

Project Overview
Problem Statement:
Based on the Press Ganey Report in May 2009, the Hospital Consumer Assessment of Healthcare Providers and
Systems (HCAHPS) Patient Hospital Experience percent scores are below the benchmark percent scores for
overall rating of the hospital and would you recommend this hospital.
The baseline scores on for overall rating are 56% and the top score (Definitely Yes) for would you recommend
this hospital is 61%.
Goal Statement:
To meet or exceed the highest percent scores for this facility on overall rating of the hospital and would you
recommend the hospital by:
0 20% improvement by December 2009
20 50% improvement by March 2010
>50% improvement by July 2010
Relevant Metrics:
1. Response time to call bells
2. Number of Always responses on room and bathroom cleanliness
3. Number of Always responses on area around your room quiet at night
4. Compliance with pain assessment
5. Compliance with explaining medication and side effects
7. Compliance with discharge instructions
Business Case/Impact:
Patient satisfaction is one of our core measures on the hospital dashboard. The HCAHPS survey items provide data
on the patients perspective of care and help to drive and focus improvements in internal customer services and
quality related activities. Patient satisfaction is critical to maintain or improve market share and financial profitability.
Project Scope:
In Scope: Medical Surgical Unit
Out of Scope: All other departments in the hospital
Process Boundaries: The process begins with the patient admission and ends when the patient leaves the unit
and is discharged or transferred to another facility.
Project Management/Schedule:

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See above

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Project Team/Roles:
Medical Surgical Unit Manager:
Nurse:
Nurse:
Care Technician:
Unit Secretary:
Housekeeper:
Case Manager:
Hospitalist:
Other physicians:

Signatures

Champion

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Finance

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Other

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VP Six Sigma

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Black/Green Belt

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Date

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