...organization I run a very busy call center. I feel that within the organization we need to create teams. These teams will help us stay organized with the ideas, goals and long term planning we are trying to work through. Objective As the manager of a busy call center, I have found that the volume of calls has doubled over the past year. We are suffering in our customer service and efficiency. I will propose that by adding the extra teams and with proper training we will increase our efficiency and customer service. We need to create teams to expand our call center. Goals I feel that teams are important in healthcare. The teams help us meet and be successful with the task at hand. Health care teams consisting of doctors, nurses, health educators, administrators, and various other professionals not including patients and consumers are effective in their own right. Another positive effect of working in teams involves learning opportunities for the health care professionals. Methods Members of a team must engage in both task work and teamwork processes to achieve their common goal. Task work is the component of the individual member’s performance independent of interaction with other members. Teamwork is the interdependent component of performance necessary to effectively coordinate the performance of multiple team members. Team performance is a multilevel process that develops as members engage in task work and teamwork. Teamwork can be conceptually nested...
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...By Marina Naranjo HCS/325 Health Care Management October 01, 2012 Dalynn Campbell In order to improve efficiency and customer service in my department to focus on teamwork, I would focus on the problems that exist within the team. The next step would be to research the team and figure out what their advantage points are and what they need help on. The third step would be course of action which may be just to re-arrange the team and see whether or not someone may need to be terminated. The fourth step would be to involve the rest of the team in on the plan. This will get individuals involved in the decision. The final step would be to compare the accomplishments with the originally planned objectives. If the results are what are desired then the process just needs to be reviewed and renewed to allow for corrective actions. Teams are essential to health care because it has been suggested that "each team member's abilities, skills experience, attitudes, values, role perceptions and personality – all the things that make a person unique – determine what they are willing and able to contribute, their level of motivation, methods of interaction with other group members and degree of acceptance of group norms and the organization's goals" This suggests the need to focus on individual characteristics that have been found to contribute to teamwork, as "pre-requisite characteristics of effective teamwork" (Leggat, 2007, para. 5). Teamwork is used in other industries such...
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...The Phoenix Health Organization A Business Proposal on the Importance of Teams Prepared for Jeffery Dodd Senior Vice President, Research and Development The Phoenix Health Organization Prepared by Nadia Williams Vice President, Marketing Lake Financial October 1, 2012 Proposal Number: LF10-01 Phoenix Health Organization A Business Proposal on the Importance of Teams Executive Summary Background The Phoenix Health Organization, is organization that cares and enhances patient care along with an excellence in teamwork. With having such we have expanded into new heights of health care.We have recently over the past couple of years added a call center, business park, and adult day center which has set business to multiply ensuring all ends are criteria is met within the organization. We are now up to expand our business even more and maybe hire addtional staff if the budget allows using the 5- step planning process to careful choose the candidates and make a decision. Objective/Goals The general manager of the call center in a health care organization will have additional department efficiencies and customer service satisfaction improvements. Because of high volume of calls that has doubled over the past year and not acquiring the budget to hire additional excess staff the extra $20,000 will assist in providing improvements to the efficiencies and customer satisfactory training. This is a proposal stating a 5-step planning process...
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...Background The XYZ company is a busy healthcare call center that is experiencing double the call volume over the past year. The company handles phone calls, emails and is a leader in the efficient handling of healthcare management. They handle all organization and coordination for patients and hospitals in the surrounding area. Currently the company is in need of resources to handle the doubling of the call volume and the efficient handling of healthcare and patient information. They have a $20,000 budget which is not enough money to hire any additional staff. The department needs to disperse these funds to improve efficiency and customer satisfaction. Objective The department is in need of expert consultation services that can provide research, analysis and data proven recommendations to improve call center efficiency and customer satisfaction. Due to the increasing call volume over the past year the department needs to find ways to efficiency and satisfaction on a $20,000 budget. Goals The company need to focus on building a strong team environment in their call center. The employees must work as a strong team to handle an increasing call volume without increasing the number of employees. We have suggested logging all the employees calls and beggining an incentive program for handling an increasing call volume with efficiency. Excellent communication is often a big goal for major industries. Communication in the health care setting can be just as important...
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... Background Although effective teamwork will enhance the efficiency of a health care organization, the manager is responsible to improve efficiency and customer satisfaction within a department. As a manager for a busy call center, I have notice the volume of calls have doubled over the past year causing long queues for our internal and external customers. Upon review of the budget there is an additional $20,000 to spend on improving efficiency and customer satisfaction within our department. Objective Our objective will be to focus on teamwork to assist with improving efficiency and customer satisfaction through customer service and team building training. We will also look at the importance of teams, see how other industries use the team approach, and review the lessons learned from other industries. Goals The goal is for the team members to understand that working together out ways working individually. Methods Planning is an important process for problem solving. The team will be using the five step planning process to support problem solving. Importance of Teams Teams are essential to health care for a multitude of reasons. The most important reason is that a team has a common goal and that is to achieve the best possible effective functioning of the health care organization (Buchbinder.2012). Teams are made up of a group of individuals who are able to come up with different strategies for the benefit of the health care organization. Their experience...
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...| | |Health Care Management | Copyright © 2012, 2010 by University of Phoenix. All rights reserved. Course Description The course explores fundamental concepts of management theory as applied to health care. Students will examine the organizational structure of the health care delivery system and administrative processes such as planning, problem solving, decision making, and quality productivity improvement. Emphasis will also be placed on the major issues and problem areas confronting health service administrators. Policies Faculty and students will be held responsible for understanding and adhering to all policies contained within the following two documents: • University policies: You must be logged into the student website to view this document. • Instructor policies: This document is posted in the Course Materials forum. University policies are subject to change. Be sure to read the policies at the beginning of each class. Policies may be slightly different depending on the modality in which you attend class. If you have recently changed modalities, read the policies governing your current class modality. Course Materials Lombardi, D. N., & Schermerhorn, J. R. (2007). Health care management: Tools and techniques for managing in a health care environment. Hoboken,...
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...veterans, spouses of USAA member, widowers, widows, and former spouses of USAA members, former USAA members, and individuals whose parents are a USAA member. The financial products range from a simple checking and savings account all the way up to car insurance and credit cards. They also offer health insurance, real estate advice, investments, and retirement planning. They have nine financial centers across the United States. Most of the business in which they conduct is done over the phone and online. If a customer wants to make a deposit into their checking account or savings account there are multiple UPS stores in which that can be done. USAA is not meant to be a financial institution where you have to physically go there to get the things that you need. They also offer free ATM usage for all of their members so that no matter where you are or what you need you can count on USAA. USAA also offers advice for military families that include divorce, natural disasters, retirement, joining the military, leaving the military and many more. There is a gym at the corporate headquarters in which employees are encouraged to go to in their spare time. As well as gym there is on-site child care so that my employees do not have to worry about being able to find a baby sitter and have to worry about spending more money for them to be able to come to...
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...Professional Presence and Influence - YOT Task 1 Model of Health and Healing Mind- Body-The second era of medicine according to Dr. Dossey (n.d), from approximately 1950 to 1990, focuses on the discovery that one’s mental ailments are related to physical ailments. In this era the practitioners combined the treatment of conditions outside of obvious injuries and subjective information, unlike in the previous era which didn’t include the idea that the mind effects the body. In era II alternative treatments like hypnosis, biofeedback, relaxation techniques, imagery and counseling began to be incorporated into the treatment of the whole body. Mind -Body- Spirit-This is the third era, where Dr. Dossey (n.d.) proposes that consciousness is not limited to a being’s body. He suggests that an individual’s actions and intentions not only affects his or her own body but may also have an impact on that of another, at a distance, even though that other person is not cognizant of the effort (Dossey, n.d.). This awareness of intrapersonal relationships stands in contrast to past medical practices in that it now takes into account the influences outside of the patient and becomes an important part of treatment and outcome. With this knowledge, practitioners began to see the wholeness of human beings and the importance of treating body, mind and spirit. With the recognition that one’s community or cultural society has an impact on a person’s health, practitioners now have the additional burden to...
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...Larry Dossey discusses three eras medicine in his book, Reinventing Medicine. Era I is a time period which began in the 1860’s and focused on the physical body as the reason for illness. The body was treated with surgical procedures and drugs. Era II focused on the body also, but it was realized that emotions and feelings could influence the body’s functions. The third Era, Era III says that “the mind is not confined to the body, that the mind is boundless and unlimited” (Dossey, n.d.). Era I equates to a purely “physical body” model of health and healing. This model does not view the person as a whole, but rather the ailment independent of the person. If a person had an intestinal disorder, medications may be prescribed, but there may be no discussion as to how the disorder came to be. In this era, we would not look at the patient’s nutrition or life situations which may have precipitated their illness. Era III, the modern era of health and healing, looks at the patient as a whole person. If this patient sought healthcare for their intestinal ailment, we would assess the patient as a whole person. We could use drugs or a surgical procedure to aid in alleviating their symptoms, but we may also inquire as to their nutritional status, any stressors in their lives or find out if perhaps another body part hurts, causing the patient to take meds which may cause intestinal distress. We evaluate the...
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...Collaborative Communication: Integrating SBAR to Improve Quality/Patient Safety Outcomes Cynthia D. Beckett, Gayle Kipnis Purpose/Evidence-Based Practice Question Collaborative communication and teamwork are essential elements for quality care and patient safety. Adverse patient occurrences are an extremely common outcome of communication failures (Leonard, Graham, & Bonacum, 2004). In 2004, the Joint Commission (formerly the Joint Commission on Accreditation of Healthcare Organizations) analyzed 2,455 sentinel events from hospitals across the United States and reported through root cause analysis over 70% of the events were due to communication failures, and approximately 75% of the patients involved died (Leonard et al., 2004). Although improving communication has been included as a Joint Commission’s National Patient Safety Goal for hospitals since 2003, in 2006, handoff communications were included as a specific communication subset. NPSG 02.05.01 states ‘‘The organization implements a standardized approach to handoff communications, including an opportunity to ask and respond to questions’’ (Joint Commission, 2006). Michael Leonard, MD, from Kaiser Permanente- Denver introduced a collaborative communication tool to support patient safety and outcomes. The structured communication tool is Situation, Background, Assessment, and Recommendation (SBAR) (Haig, Sutton, & Whittington, 2006). The SBAR tool provides a framework for organizing information...
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...therapist, a pharmacist, hospital administrators, and patients not involved in the case is assembled to work through the process. The team begins by interviewing patients and staff involved to gather as much vital information as possible. Once all necessary information is compiled, the team works together to get to the root(s) of the problem. In the case of Mr. B, there were multiple issues that led to the adverse event as opposed to one root problem. In the process of defining the problem, several causal factors were identified. The error was a result of both facility and human error. Mr. B, a 67-year-old patient, presented to the small, six-room, rural hospital ED due to severe pain in his left hip following a fall. In his quest for care, he came across some hurdles that eventually led to his death. Amongst one of the many issues that led to complications was the fact that the hospital was short staffed with only one RN, Nurse J., and one LVN on shift. There was also only one ED physician, Dr. T. At the time of Mr. B’s arrival, two other patients were being...
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...Abstract It is evident that nursing theorists, scholars and health care professions have varying interpretations of what caring is or should be. In the middle of all these disparity, caring is a vital component of the nursing practice and the key to choosing the concept of caring is because it is very essential when it comes to health care. This paper tries to make clear the concept of caring in the field of nursing and it makes use of the Walker and Avant outline to support the concept. It starts with recognizing the concept and its functions. It then identifies three emerging attributes of caring will be identified and a description of each will be given. At last, the paper will recognize antecedents, the effects or consequences and describe the empirical referents. The importance of analyzing Caring as it relates to Nursing Practice Caring is thought to coincide with good nursing practice. As guided by the concept analysis framework of Avant and Walker (2011), an attempt is made to gain better understanding of the constituent properties of caring. This includes the evaluation of various definitions of caring, key attributes, antecedents, consequences, and the perception of caring from the patients and nurses point of view. Then, drawing a conclusion of the significance of caring, thereof. Caring is the central concept in the discipline of nursing, therefore caring is the principle objective of the nursing profession. If it is delivered correctly, caring...
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...HCS/224 Health Care Office Management Monday, September 7, 2015 Sylvia Jones Training Manual Health Care is one of the most important service business in the world. We meet people when they are on their worst and it is our job to help them in their road to been healthy. As a healthcare professional we not only get to help those in need but we promote smiles. There is nothing more satisfying than nursing a person back to health and we see it every day. Although there will be moments of tension were our patience will be tested we need to understand, and be professional at all times. Providing great care is easy to achieve following simple protocols of care, and putting in effect everything we have learned both in school and in practice. This manual is mean to help with informing you about those protocols. Providing that excellent level of care will promote our reputation as a Center of Excellence in our community. We need to remember that customer service is a big part of caring for someone, we must provide excellent Customer Service to everyone in our Center. From the moment a patient enters our center every individual part forms part of a big Idea that they will take with them. From the warm smile of the Front Desk Staff to the cleanness of the Center all is been judge. Lets all work as a team to find that balance of providing great care while exciding all patient’s expectation. Healthcare offices are all different, it depends if they are a PCP (Primary Care Physician)...
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...Nurses and other health care professionals are under increased scrutiny to provide safe, effective care. Likewise, nursing education programs are faced with increased pressure to produce graduates who are capable of providing safe patient care. Toward that end, nursing education programs develop curricula, hire qualified faculty, and select learning experiences for students in an effort to train and graduate competent, effective nurses. The instructional strategies utilized in both didactic and clinical components of nursing education courses are highly influential in determining critical thinking and clinical decisionmaking ability as well as in developing the psychomotor skill performance of new graduates. Of course, it is unrealistic to think that graduates of nursing education programs have received all the training they need when they depart the doors of academia. Orientation programs for new graduates and continuing education for nurses are essential tools to help practitioners improve their knowledge, skills, and expertise so that quality patient care is provided and outcomes are optimized while errors are minimized. Ongoing evaluation of nursing competence is necessary to promote patient safety. In the Institute of Medicine (IOM) report, To Err is Human: Building a Safer Health Care System, simulation training is recommended as one strategy that can be used to prevent errors in the clinical setting.1 The report states that “… health care organizations and...
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...FACULTY OF OFFICE MANAGEMENT AND TECHNOLOGY OMT 360: ORGANIZATIONAL BEHAVIOR ASSIGNMENT GROUP Prepared for: Submission Date: TABLE OF CONTENT NO. | TITLE | PAGE NUMBER | 1. | Introduction | 3 | 2. | Question 1 | 4-5 | 3. | Question 2 | 6-8 | 4. | Conclusion | 9 | 5. | References | 10 | Working from Home: It's in the Details By Rachael King on February 12, 2007 Additional Assets The benefits include lower costs and greater productivity, but figuring out how to communicate with off-site employees is crucial. Traffic surrounding Microsoft headquarters in Redmond, Wash., has become so congested that Washington State Governor Chris Gregoire nearly missed a 9 a.m. speech at the company's main campus one recent morning. Roads leading to the software maker simply weren't designed to handle the 35,000 commuters who report for work there each day. The gridlock that greeted Gregoire was just the latest reminder that Microsoft needs to tackle its commuter crisis—and quick. So Microsoft (MSFT) has embarked on a program aimed at getting more employees to work from home and other off-site locales, joining the growing ranks of companies to catch the virtual-workplace wave. About 14% of the U.S. workforce gets its job done at a home office more than two days per week, says Charlie Grantham, executive producer of consulting firm Work Design Collaborative. That's up from 11% in 2004, and is set to grow to 17% by 2009 (see BW Online...
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