Module 4

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Apr 30, 2024

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Organizational Development & Training Performance Mgt Module 4 Personnel Administration in Healthcare Clifftavia Joseph April 8, 2024
Organizational Development & Training Performance Mgt A. Based on Chapter 6 of your textbook, answer the following questions: Read Experiential Exercise #1 on pages 171-172 of your text regarding Argosy Medical Center.  Based on the steps in the training design process , answer the following questions. All answers should be SUBSTANTIAL and well-developed: 1. As the director of the OD department, explain the root cause of the problem with customer service. As a director of the OD department, the root cause of customer service problems is that employees are overloaded with responsibilities. Since the COVID-19 pandemic, the medical industry has had a significant increase in understaffed facilities. Not having enough staff means that employees are currently having to pick up extra workload to meet patient care standards. Employees have become exhausted and overly frustrated. Not being able to have time off to spend with family can cause employees to hate their jobs and eventually switch careers. Employees come to work, but instead of coming to work to provide patient care to those in need, many show up for a paycheck and provide the bare minimum care which causes patient care to decrease. Employees like to feel appreciated for their hard work. Leaders constantly let employees know when their doing wrong but will not show appreciation to those who go above and beyond for their patients. This causes employees to be driven away from their passion and again do the bare minimum. 2. Based on your determination of the root cause, what interventions would you recommend to the CEO  and WHY ?
Organizational Development & Training Performance Mgt One intervention that I would recommend to the CEO is to find ways to make their employees feel more appreciated. After all, it’s the little things that count. I would start with a monthly one- on-one meeting with each staff member and see what it is that they specifically need from their administration team. Having that one-on-one time explains how everyone feels and what can be done to change the overall workflow in the workplace. It is a great starting point. Based on what was mentioned at the one-on-one meetings with the employees, I would figure out a strategy to address those concerns and put into place an action of correction. Small gestures the organization can do to show appreciation would be to celebrate an employee’s birthday by getting a card and a small cake. Another recommendation is to have a board that shows the employee of the month. Employees would appreciate being recognized for their hard work. If an employee makes “employee of the month” they should be rewarded with a gift card with a small amount on it. B. SMART GOALs 1.  Be creative and write  at least two  S.M.A.R.T. goals for addressing the issues identified (S.M.A.R.T. Goals are reviewed on pages 198-199 of your text).   PLEASE REVIEW THE EXAMPLES provided in the course material; A SMART GOAL IS TYPICALLY A SHORT AND CONCISE SENTENCE. 1. Increasing customer service satisfaction scores by 10-15% over the next 6 months to a year. Providing exceptional customer service is the key fundamental to building patient loyalty and improving patient acquisition. Putting goals into place for increasing customer service satisfaction will increase overall patient experience in healthcare.
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