Standardization, process, attention to detail, and uniform adherence to policy a

Question

Standardization, process, attention to detail, and uniform adherence to policy are the most difficult concepts for Louis to impress on his managers. As a quality insurance director for a home health company, he continually finds errors that put the company at risk. More importantly, they put people at risk. There are three shifts and 27 managers. Most follow protocol well, but there are eight managers who have been with the organization for over 10 years who do not. When the process was revamped late last year, these eight managers rejected the changes and instructed their employees to continue charting as they had been doing in the past. This has created a great deal of confusion at shift change, as well as hostility with the other managers, who feel their teams will make errors because information was not charted within the scope of the new policy. The managers who refuse to follow the new charting process admit that they understand what is expected, but they state that the new process is cumbersome, increases error, and obscures vital data. The managers that refuse to comply with the new process are also some of the best in the organization. They say they are not objecting because they want to avoid change or work. Instead, they detailed a list of problems and risks that they identified as a result of the new process and gave it to the leaders of the home health company. This put the company in a bind. They had invested $750,000 in the new system and had service agreements for the next two years. However, they could not just dismiss the concerns or risks communicated by the eight managers. Louis’ job was a nightmare. Everything was at an impasse and people were at risk.

Identify the steps associated with making decisions within in health care?

What types of conflict were present among the employees in the home health company?

What would have been the best decision-making model to use in this case study, why?

How would you use negotiation models to resolve conflict in this situation?

Explanation / Answer

Steps associated in identifying decision in healthcare:

Identify the problem, establishing decision criteria, weighing the decision criteria, generating possible alternatives, evaluating the strength of alternatives, picking up the best alternative, implementating the decision, evaluation of the decision for a particular period.

Types of conflict:

1. Agreement on the opinion of the management by team leaders.

2. Staff member unity is important for success of any decision.

3. identifying the problem and solving it within a time frame depend on the team managers.

The standard model that can be applied in the above situation is DECIDE, as it is applied by managers of healthcare in order to make critical decision.The model improves manager skills of decision making.

We can conduct a meeting where openly all managers can discuss their views point and evaluate the problem and based on that all possible solution can be identified and the best one can be choosen with the unity of everyone where each team member should follow the change.

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