The Chief Financial Officer (CFO) of the ABC Hospital, a 400 bed inner city hosp
ID: 409876 • Letter: T
Question
The Chief Financial Officer (CFO) of the ABC Hospital, a 400 bed inner city hospital has hired you as the new Supervisor of the Out-Patient Registration Department replacing the Supervisor who retired after 15 years. The CFO gave you a copy of a study conducted by an outside consulting company that found 1. The registrars are taking an average of 25 minutes to register a patient when the industry standard is 15 minutes per face to face registration 2. The registrars are experienced and competent and 3. The registrars have low morale. The CFO has not given you any other information on the Department. You have not been formally introduced to the staff and you have learned that there was no formal notice sent around advising of your position as Supervisor. Your previous experience as the Supervisor of an out-patient registration department was in a small 200 bed community hospital. The CFO has asked you to increase the productivity of the registrars with the goal of achieving the industry standard for registering a patient. IN A TWO PAGE TYPED DOUBLE SPACED WRITTEN REPORT COMPLETE THIS ASSIGNMENT: 1. IDENTIFY THE KEY PROBLEMS/ISSUES. 2. WHAT STEPS DO YOU NEED TO TAKE TO ACCOMPLISH THIS GOAL. 3. WHAT LEADERSHIP STYLE WILL YOU USE AND WHY? 4. WHAT MOTIVATION STRATEGIES WILL YOU USE AND WHY?
Explanation / Answer
Ans:
Hospitals are highly reliable organizations which operate under a challenging environment and continuously manage the problems caused due to various risk factors and complexities.
They focus on the areas and triggers which indicate a larger problem in the system. They deeply analyze an incident to find the underlying causes and avoid them to manage the system effectively. The hospital should be sensitive to its operations and it should not consider that the continuous outcomes will be the same as per the planning. To find out the challenges being faced by the hospital currently in terms of productivity and process timings it is required to have a close watch on the operations and observe the scope of improvement.
Rework the reward and recognition structure. Productivity based reward structure should be designed and registrar with highest efficiency must be highlighted on monthly basis. System support should also be provided to the registrars for improving the turnaround time. This can be done by creating a central database for different types of patients like OPD, emergency, patients with chronic diseases etc.
3. Transformational leadership style would be adopted in this case as the registrars are expected to achieve the extraordinary outcomes of improving the overall process and show high level of efficiency. The leader’s role is to inspire the people and share his vision and passion to achieve great things with energy and enthusiasm.
4. Adopt strategy of employee empowerment. Empower people by recognizing their performance and efforts in managing the organization. The employees should be able to exhibit their free thoughts, ideas and they should feel that they are part decision making process in the organization.