8. Evaluate the Action
Evaluate how goals will be measured to ensure success.
Ethical considerations in leadership and management.
Management decisions that must be to improve employee morale.
How will the success of the decisions will be measured?
9. References
Heathfield, S. (2016). The Balance (2016). Communication in Change Management Communication
Is Key When You Want People to Change Retrieved from website on September 19, 2016
https://www.thebalance.com/planning-and-analysis-to-manage-change-effectively-1917808
Ledlow, G.R., Coppola M.N., (2014). Leadership for Health Professionals (2nd) Ed. Burlington MA:
Jones & Bartlett.
Moran, G. Fast Company (2016). Article Leadership: 6 Ways To Deal With Chronic Complainers.
8/18/2016. Retrieved from website on September 1, 2016 at:
https://www.fastcompany.com/3062756/6-ways-to-deal-with-chronic-complainers
National Committee for Quality Assurance. (2016). Retrieved from website on September 12, 2016
at http://www.ncqa.org.
Sorbero, Melony E. Farley, Donna O. Salisbury, Mary Lovejoy, Susan L. Achieving Strong Teamwork
Practices in Hospital Labor and Delivery Units. : RAND Corporation, 2010. ProQuest Ebook
Central. Web. 1 September 2016.
Editor's Notes
Introduction
The staff members at Smiley Hospital are assigned to specific patient age groups and their responsibilities differ across the floor. The staff has been complaining that their evaluations do not accurately measure their responsibilities, and they are being measured on performance outcomes they cannot control. Morale is low because they believe their work is not being recognized. The directors at Smiley Hospital have been challenged with developing a new way to fairly assess individual performances according to their various job descriptions. (UOP, n.d. 2016). At Smiley Hospital, the employees are not happy and have begun to complain about recent evaluations and the work load. The concern is that the Electronic Medical Records and Patient Information System is out dated. The system seems to be worse than paper documentation; and still does not costs a lot of time that should be spent on patient care. The result is that several employees have evaluations that they feel do not reflect the quality of work they actually do for the patients. The employees complain that it is not really fair to make a choice between patient care, and documentation. They want Smiley Hospital to approve overtime hours or extend shift hours so that job demands are met.
Slides 1-7
References
•1 Identify the purpose.
◦Identify the challenges of being a manager.
•2 Set the criteria.
◦Explain the goals you want to achieve as a manager.
•3 Weight the criteria.
◦Explain the goals in order of importance as a manager.
•4 Seek alternatives.
◦Analyze alternative tools a manager can use to motivate staff.
◦Analyze how a leader can use these tools to motivate staff.
◦Explain how leaders and managers motivate staff differently.
◦Explain tips managers can use to empower staff.
•5 Test alternatives.
◦Analyze how positive modeling can be used in this scenario and the alternatives available for modeling.
◦Analyze how managers can incorporate mentorship into daily responsibilities.
•6 Troubleshoot.
◦Explain how to address resistance from staff.
◦Explain the issues that may impede the achievement of goals.
•7 Evaluate the action.
◦Evaluate how goals will be measured to ensure success.
◦Analyze the ethical considerations in leadership and management.
◦Explain other management decisions that must be considered in the scenario to improve employee morale.
◦Analyze how the success of the decisions will be measured.
There are times when different challenges arise for health care managers. Managers have a role that calls for them to be flexible and juggle various situations that are often challenging – all at the same time. Managers have to double as leadership, be a role model; and as mentors. When staff is resistant to change, this presents a challenge to health care managers. Other employees may want to join in the complaints or resistance of an employee if the situation is not counteracted. Many times the atmosphere that resistance or chronic complainers create at work causes low morale. When the employees are not satisfied, the patients are not likely to receive the best of patient care.
In order of importance and weighing the criteria retaining the employees are the first order of importance because of the cost involved in rehiring and retraining new staff.
Improve employee retention rates
Improve employee evaluation scores
Increase morale
Create mentoring programs and on going training; continuing education opportunities
Goals are to train staff how to work as a team. On specific skills sets pertaining to their job to increase quality of care for better patient outcomes and increase employee retention rates.
At Smiley Hospital, getting employees to participate as mentors in a mentoring program; ongoing education, training or in-services allow employees to utilize their talent and abilities. It is empowering to the staff at Smiley to have a manager that delegates effectively and that doesn’t leave the whole floor or unit in disarray unorganized and confused where you have to just wing it. Evaluations are an effective tool because it allows the manager to gauge where employees’ performance excels and it gives the employee leverage to know what strengths they already have vs what areas need to be strengthened. Managers also use bonuses to motivate the staff. Leaders focus on the mission and vision of the organization as well as long term goals for the organization as a whole. Managers are detail oriented and their focus is similar to a leader with productivity in mind. A goal for the health care managers at Smiley is to save money. While meeting the needs of the patient is first and foremost a priority; the prevention of fraud, waste, and abuse is also a manager’s concern. The manager will find ways to motivate the staff with short term goals in view, bonuses for working extra shifts). while the leaders of an organization set a clear mission and vision for the community of health care workers. (Ledlow & Coppola, 2014).
Resistance from the staff at Smiley Hospital happened because the employees are not satisfied with recent evaluations.
If resistance from staff is not addressed the morale is lowered and the affect is an impediment that creates a barrier preventing the ability to achieve goals. (Moran, 2016). Assess how ready the staff is to handle important changes. Prepare employees for the change that is about to occur. Let employees know what they stand to gain from the changes that are being made. (Heathfield, S., 2016)
Physician’s and Nursing act as positive role models at Smiley Hospital. The sector of the medical team has a lot to add in knowledge and experience for effective methods of team management. (Sorbero et al., 2010). Mentorship is an alternative form of positive modeling - the hospital’s ideal mentors are their Physicians and other staff. Managers can incorporate mentorship activities into daily responsibilities by delegating the responsibilities to orientate new hires to other qualified employees as well. The manager will also delegate who will give in-services to the staff based on their skill level. Mentorship can also be in a class room setting where there is time and space for opportunities to be given to mentoring more than one person at a time. A manager may formally or informally mentor a designated employee in preparation for them to move forward within the organization.
Goals are measured to ensure success by being accountable to healthcare organizations that make regulations and standards for health care facilities. It is the ethical responsibility of a corporate leader to be held accountable to an overseeing authority that sets the standards for quality care. (Ledlow & Coppola 2014). “NCQA ACO Accreditation helps health care organizations demonstrate their ability to improve quality, reduce costs and coordinate patient care. “ (ncqa.org, 2016).
Management decisions that may positively affect employee morale include giving employees honest evaluations on time. Allow for involving employees in the decision making process – ask how would they like to see improvements made; incorporating and assistance in implementing their ideas and mapping out goals can improve employee morale.
Leaders within a health care organization communicate with state and federal agencies that are external entities to measure the success of the organization; Accountable Care Organizations (ACO’s) U.S. Department of Health and Human Services (USDHHS) the Joint Commission (JCAHO). Patient care surveys can be used by managers as an internal tool and the ratings system for performance based comparability to other hospitals, clinics and health care facilities.
A SWOT analysis gives a manager an effective tool to measure Strengths Weaknesses Opportunities and Threats. (Ledlow & Coppola, 2014).
How successful do you think are the actions taken to reach core goals within Smiley Hospital?
Smiley Hospital Scenario: University of Phoenix student course materials HCS/475 Leadership and Development website. Retrieved on September 19, 2016.
