Shermanology Let It Pour My First Assignment

Case Study: Let It Pour: My First Assignment As Executive Assistant

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Abstract
This study is related to a case conducted at Faith Community Hospital to assess the problems due to issues with their mission statement and how it is being interpreted. According to the CEO of Faith Community Hospital, very few of the members and partners seem to be following the mission statement. There are issues with organizational processes, ethics issues, and communication systems. Many staff members are operating as individuals and not as a collective unit based on their values. A moment's distraction can result in a tragic outcome.

Introduction
Faith Community Hospital, an organization who's mission statement is to promote health and well-being of the people in the communities. They serve through the extent of services provided in collaboration with the partners who share the same vision and values. Though the mission statement is the model that everyone should be following, everyone does not think the same about every issue. We all may face similar situation at one point in time but the end result may be different for each individual because we all have different values and beliefs. There are many differences between ethics, laws, beliefs, and oaths that all affect the decisions from patients to staff members. Some patients refuse to take medical services and there are staff members who refuse to provide certain services due to those value lines. Some of the staff members are caring so much for the patients that they sometimes take radical positions to respond to their well-beings. In these situations medical intervention can conflict with religious beliefs or personal moral convictions. Hospital pharmacists are even taking positions which they believe to be important such as filling uninsured prescriptions by accepting payments in installments. Staff members in ICU initiated Do Not Resuscitate procedures with out written orders. Doctors are putting patients first from various interpretations. In "right to die" situations the doctors seem to be getting too involved in compassion and passions with their patients. We need to stay focused on what our jobs are and what we are promoting which is to provide healthcare and its services to members of the communities. Counselors are also treating some of their clients with no authorization of the values and beliefs they have. On the other hand, there are some staff members within the hospital who refuse to serve patients unless they have confirmed insurance coverage. If a patient is to pass away because of unauthorized decisions, this can cause a stir with the media as well as with current or future patients in the community.

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"Case Study: Let It Pour: My First Assignment As Executive Assistant." 123HelpMe.com. 14 Mar 2018
    <http://www.123HelpMe.com/view.asp?id=164123>.

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An unauthorized decision from the hospital could cause people to question the integrity and competency of the staff which could result in legal actions. Insurance coverage is the next issue on our agenda. There seems to be confusion as to what patients are covered and how much the hospital gets paid from the insurance companies. These are situations that are out of our control at this present time. If a patient does not have insurance we cannot just write prescriptions for them and give them installment payments without authorization and proper documents. If a patient is not insured they can use an installation payment system but they must sign a waiver form. This waiver form should be signed by both the patient and the staff member who is involved. This cannot be done "under the table" or on your own time. We need the support of the patients' family in the event of a DNR or any other major decisions if the patient themselves is incapacitated. Premium costs are on the rise compared to last year. Costs have risen twenty-three dollars over the past year from two-hundred and seventeen dollars to two-hundred forty dollars. Patient population is on the decrease and the hospital costs are on the rise. Costs are not changing proportionally with changes of patient population which is reason for concern. Without patients the hospital will struggle to afford fixed costs.
Corrective Measures
Resolutions need to be made to correct issues with staff members, patients, and our current financial situation. Policies will be implemented as of the beginning of the month and are to be implemented on a daily basis. These policies are as follows: Written statements need to be signed before performing any procedure on patients. Beliefs are to be second in a decision when regarding DNR directives. If the patient in incapacitated and there is no written documentation, the next of kin becomes the deciding factor and their decision should be put in writing and then signed by them as well. Without proper authorization you cannot proceed to work on a patient. Ultimately, termination will be the consequences for staff members who fail to get authorization on these matters. With regards to financial issues, we should hire financial, marketing and public relation specialists to work on cutting costs and promoting the benefits of using services from the hospital. Promoting wellness, healthy lifestyles and excellent patient care should be the standard set for Faith Hospital. Our patient count must be increased and to obtain this we need this area to be separately evaluated and treated according to statistics provided by our financial analyst. As a non-profit hospital we need to have the support of the community. To have the support of the community Faith Hospital must once again capture the trust of the community. To do this our facility both the marketing and public relations specialists must have effective and ongoing community outreach. These sections of the hospital must make it known even through media how we Faith Hospital have a concern for the community around us. Other approaches may include engaging community and business leaders in developing local solutions to health access issues for uninsured and underinsured persons. Human Resources will need to develop a new handbook with job descriptions and each title will have your job description and procedures with documentation and authorized activities and services. This will provide you with who you report to and where to get authorization from in a time sensitive situation. Communication is the most important problems that seems to be in every aspect of issues we are confronting. If no one communicates the right does not know what the left is doing. Written documents need to be signed by authorized persons and if a document is not signed this needs to be communicated to upper management or at least let someone know.
We can also add new features to the hospital to better serve patients as well as staff. We can implement online communication tools that can speed up physician tasks, reducing hours of work into just minutes. Here are some of the new changes:

Referral Management: Facilitates communication between referring and consulting physicians through secure sharing of patient data, referral status tracking, and automated alerts and notifications.
Patient Messaging: Secure, compliant messaging between patients, physicians and authorized staff that eases communication.
Transcription Signing: Online editing and approval of transcriptions saves time and money and alleviates frustration for physicians and staff.

Reasoning
In order to have Faith Community Hospital running in an orderly fashion and giving it a reputable name again we must implement all policies, procedures and enforce them. Unfortunately, we will also have to terminate anyone who does not adhere to these new changes and policies. If patients become worried about coming into our facility and not getting the right treatment or care due to incompetence this in return can be a cause for financial hardship as well as ruin the integrity of our mission statement which the hospital prides itself upon. In this morning's news headline there was a report about medical errors that cause tens of thousands of deaths each year. One-hundred of those deaths were in hospitals alone. The Board of Directors of the Faith Foundation has a common ground that they all stand by. All staff members of this hospital should abide by the same standards. This point of commonality is their support of the purpose, values, and survival of Faith Hospital. The communities of this hospital, knows of our religious heritage and our commitment to serving the people of all the communities. Of everyone involved, Board of Directors, staff, patients, and their families there is an openness to values and standards. We will apply our ground rules and once again make the Faith Hospital successful with everyone working as a collective unit. Those people who need our services come from many communities and from all locations and have different values. These values need to be respected but at the same time provide the quality service that we are known to provide.
Faith Community Hospital has pointed out many of the problems that are hidden and some that are out in the open at Faith Community Hospital. As a collective unit we will make some very crucial decisions in the next few months that will dramatically change the future of this organization. We will bring patients back here and we will strive to be the best we can possible be. Implementing new policies, hiring new staff to assist with those troubled areas, and working as a team effectively will help us to achieve to be the best. Faith Community is to become part of the community once again, not just a building. Implementing these new policies will not change everything overnight and it will not fix all our issues in one day. It will take time and the commitment of everyone who works here no matter the position they hold. The future of the hospital and community will be a bright one if everyone is willing to put in the effort to making Faith Community Hospital the prestigious facility it once was.



Critical Thinking Case Study

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Critical Thinking Case Study
Chris had just been promoted as an Executive Assistant for Pat the CEO, Chief Executive Officer, of Faith Community Hospital. Pat had given Chris her very first assignment on her first day of work as an executive assistant and that was to gather information so that Pat can present the issues to the board of directors. Faith Hospital is faced with issues that needed attention and the board of directors must be notified of the issues so that a solution can be remedy to help the hospital stay in business.

How to Cite this Page

MLA Citation:
"Critical Thinking Case Study." 123HelpMe.com. 13 Mar 2018
    <http://www.123HelpMe.com/view.asp?id=161209>.

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Chris was to look at the different issues that Pat had informed of her during their first meet and capture only what were the essential issues for the board of directors to know. Some of the strategic overview that Pat requested was to be able to answer the following questions: "what's going on right now, what we can do about it, and what we should do about it" retrieved from Resource January 28, 2006.
Before Pat had informed Chris of the issues that the hospital faces, she was on top of the world even though it was Monday morning and raining. She was just engaged on Saturday will be graduating University of Phoenix on the following Saturday and will also be starting her new position as an executive assistant so there was nothing that can come her way that would let her down.
Framing the problem
The problem that Faith Hospital is dealing with is the decline of belief's and spiritual values towards the hospitals missions' statement. The hospitals mission states that the "mission is to promote the health and well-being of the people in the communities we serve through a comprehensive continuum of services provided in collaboration with the partners who share the same vision and values." retrieved from Resource January 28, 2006. According to Chris, there are fewer community members and partners that know what the hospital's missions are and there are others that have different views and interpretations of what the mission should be. With the different interpretations of the mission the hospital is constantly faced with diverse cases that requires a decision-making solution and techniques to handle.
Since the interpretation of the mission varies this attributes to one of the problem that the hospital is faced with such as: patient refusing medical services, do not resuscitate directives, how doctors are responding to the different scenarios and how certain government services and lawsuit affects the hospital. For example, some patients feel that they have the right to refuse certain medical services in which may be due to personal religious beliefs not to accept any medical surgery. On the other hand, there are staff members that refuse to provide certain medical services. This could be because some patients do not have insurance and that the staff is trying to help the hospital not lose any money if they do not provide services to non-insured patient. Another example would be the Do Not Resuscitate (DNR) directives. Some patients do not have their consent in written form so it is difficult for the hospital to abide with the patients wishes.
The doctor's responds to the hospital's mission in different scenarios in the medical services by abiding by their oath, which is to serve and provide services by putting the patients care first. This can also vary depending on the doctor, as some compassion about the patient and some are passionate about the patients ‘right to die'. So basically the doctors needs to balance the hospital's mission statement-based on personal belief and how they interpret the mission.
On top of all this, the hospital also has to deal with different organizations such as the Child Protective Services. According to Pat, the hospital had a case in the "Neo-Natal ward, where the Child Protective Services is in the process of taking custody of the baby and threatening to file charges against us because of the way we provided services or, as they allege, failed to provide services" retrieved from Resource January 28, 2006.
Another that attributes to the problem is how the media represents the hospital on the headline news "that medical errors cause tens of thousands of deaths each year, close to 100,000 in hospitals alone. With that as the external panoramic view, let me paint the picture for you, from the inside", said Pat (Resource). This type of media coverage causes a decrease of the number of patients that the hospital serves every year. With the decrease of patient, that translates to the decrease of revenue for the hospital that affects the hospitals budget. Compare to the prior year the hospital lost 7% of the patient population. The hospital has 28% fixed cost yearly that is required to run the hospital business such as: paying the bills which most likely includes paying the employees, utilities equipment maintenance and serving the people.
Some of the data shows that the hospital needs to "hold steady at 7863 patients and 39,866 patient days" or the hospital will need to reduce fixed cost by 15%. The fixed cost cannot be reduced so if there is decrease in the patient admittance into the hospital for service then the less income the hospital receives. That means the hospital needs decide on cutting the cost on the fixed cost just to break even to keep the hospital running. Some of the tough decisions would be to reduce the hospital's headcount.
Solutions
To help tackle the issues and problems, Faith hospital's board of director need to sit down and come up with ideas that will help the hospital resolve the issues.
Solution One
Solution One that I come up to help resolve the problem of maintaining and identifying the hospitals mission clearly is to provide a clear and concise procedures and policies that can be implemented. The policies and procedure has to be learned by all staff so that they can be familiarized with what needs to be done when the staff is faced with various cases. It is very difficult and impossible to write down every single item that the staff must do on certain occasion, as the medical field is unpredictable and nearly impossible to memorize. Staff member should focus and concentrate on important issue and quality care for the patients. The hospital needs to also focus on abiding by law to stay in operation while making the policies and procedures. The hospital cannot refuse care for non-insured patient especially if the patient is faced with a life threatening injury. By refusing care, the hospital will be faced with lawsuits if the patient is to die or cost more harm and injuries. For example, if the DNR is not in a written form, there is no question by the staff members but to provide the medical service needed by the patient.
Solution Two
Solution two that I can think of is to take a survey of employees according to their personal beliefs of how a patient should be treated and keep this survey on the employees record to ensure that the policies and procedures are clearly understood by everyone. This survey will help the hospital track what percent of the employees understand the hospital's mission. If the percent of the survey falls below 95% from the mission statement then Faith hospital needs to re-train employees in regards to the policies and procedures of the hospital.
Solution Three
To help improve and increase the number of patients that come to Faith hospital, solution three would be for better marketing of the hospital. If the hospital is market properly to entice patients on why they should go to Faith hospital instead of others then this will help the flow of patients. Advertising through the media such as the quality of service that patient can receive at the hospital will be outstanding, patient commitments and the type community service that the hospital provides. By having more patients should help offset the fixed cost on operating the hospital.
Decision
Chris needs to outline what type of decision-making techniques the board of directors should use in tackling the issues at Faith hospital and that technique should be dimensional analysis. Dimensional Analysis techniques is a "checklist (Jensen, 1978) that relates to Five W's and H, and is of most use as an aide memoir for initial exploration of a problem or evaluating options, particularly those associated with human relations, rather than of a technical nature" retrieved on January 29, 2006, Dimensional Analysis. By identifying the five W's (Who, What, Where, When) and H (How), this should assist in finding one solution. I think the best solution is the putting the policies and procedures in place. In doing this, employees that serves the hospital will have a clear and concise knowledge of the hospitals mission statement. This will help alleviate the in concision that is happening at the hospital. The five W's and H can be represented by substantive dimension (Who?), spatial dimension (where?), temporal (When?), quantitative (How much?), and qualitative (How serious?). Some of the questions that can be asked are substantive dimension or what asks the question like "Is it necessary to change attitudes or practices?" Another is spatial dimension or who, asks the question such as " Recognize the exact area concerned".
After identifying problem and the effects of it to the hospital, now the Pat can present to the board of directors the solutions that are feasible and achievable. It is not going to be an easy task to get all the board in agreeable to the solution but will help identify all the problems that needs to be resolved and in peoples mind. If the issues are not dealt with, there is a chance that the hospital will lose more money by losing more patients. Without the patients coming into the hospital, the hospital will not be around to serve the community. Like any businesses, Faith has to earn money to be able to operate and serve customers. The solution that is identified to help with the problem will assist the hospital run a better business.
In conclusion, the hospital needs to let the community be aware of the quality service that Faith hospital provides and once the trust from the community comes in this should help balance the budget once the flow of patients start to increase. The board of directors has to come to an agreement on maintaining the mission of the hospital and its survival. Without the mission statement, the hospital's spiritual beliefs and values will fail to exist.



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