Gemba walk 10.31

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Dec 6, 2023

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Erika Williamson Week 4 10/30/2023 Gemba Walk

Steward Healthcare is a for profit hospital system, which provides a wide range of health care services and products throughout Ohio, Pennsylvania, Massachusetts, Arizona, Texas, Florida and a few other states. The facility serves about 2.2 million patients a year and provides more than 12 million patient encounters per year. Steward Medical Group, which is the physician group employed by the hospital, provides more than six million patient encounters per year. Besides all that they also offer other services such as hospice services, physical therapy, rehabilitation services, health coverage plans, and special services (McCluskey, P. D. (2019, September 27). The Steward Healthcare operates under a few models that you can also find on their website. One of those models are Community-based care where they state that A healthy community is more than just the absence of illness. That’s why keeping patients healthy and active in the communities where they live is our top priority. mission of improving health every day, and the vision of being the ultimate choice of the community that they serve. Steward Healthcare is also led by the essential promises such as the provision of care with safety, offering treatment with dignity, respect and compassion and many other things. According to the SWOT Analysis I provided you will see that Steward Healthcare faces weaknesses of recruitment and compensation. Which means that Steward does not have good leadership skills where they fail to identify what is needed to keep the facilities running properly. Steward Health Care System can use the SWOT matrix to exploit the opportunities and minimize the threats by leveraging its strengths and overcoming its weaknesses. Usually, it is presented in the two-by-two grid form. ( BYRNE, J 2018 April 24). During My Gemba walk I saw many things that could be improved a lot and or a little bit. The main thing I have been focused on throughout the weeks are Staffing shortages. This is a huge issue in our Hospital throughout Steward Healthcare. There is also a hiring freeze in certain areas of the hospital and that’s not helpful either.

My goal during the Gemba was to walk through the emergency room and see the areas that the employees were struggling in and to also ask for feedback on what they could use to enhance their jobs. Also, to see what around the area that they were working in what we could maybe do to improve not only their own work performance but also maybe improve the work areas they are in. During this walk I observed many employees in different departments. I first observed the nurses, who seemed very overwhelmed due to the patient-staff ratio. The Emergency Room was very busy, there were patients everywhere and very few nurses. I also observed registration who was trying to register all these patients in a short time frame so that the nurses could chart on the patients’ chart. However, they are also very short staffed I seen 2 employees working. One at the window and one doing the other rooms. Which I could clearly tell that was not enough. When Asked I was told that there should be at least employees 3 minimum in registration at night time. I was also informed that they are working short staffed across the board and supervisors and managers are having to sit in to cover lunches and breaks. With all that being noted up top is shows that the organization is not efficiently achieving preventive care due to not being staffed correctly. How can you properly care for patients when you are understaffed and can’t be attentive to all patients? As found in an audit the company Specifically, 4 hospitals did not fully comply with Medicare billing requirements for 714 inpatient and outpatient claims, resulting in overpayments of $2.8 million. Steward acquired three of the hospitals during the scope of their respective audits, and one hospital was acquired after the scope of its audit. Which was probable to do short staffing then as well which could be why some steps where missed (HHS-OIG. 2014, June 6). For the company to understand how important it is to have enough staff that’s why the Gemba was conducted to do a random study across various departments so that we can see what’s all wrong and then focus on recruitment process, training and retention structure against

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costs of staffing. The study observed that operational excellence and daily management system is highly necessary but lacking in many places. So first let me say I hate a micromanager but some of these departments may want to try that so that they can have a reduction in errors. I believe there is a lack in daily operation systems because they are really failing their employees and it doesn’t seem like management is doing anything to help them succeed. Some of the short-term opportunities that need to be adopted are continuing education classes, open communication between staff and management. Celebrating team work and staff cooperation. One long-term strategy that can also provide an operative resolution to the inefficiencies of the organization is to get a better data system that can maybe help them with analyzing data, that can help in the management process, and help locate where challenges are within the company. Sometimes, it is difficult to recognize the difference between opportunities and threats as the same opportunity can act as a major threat if the firm is unable to exploit it in a timely manner (BYRNE, J 2018 April 24).

REFERENCES McCluskey, P. D. (2019, September 27). Amid expansion, Steward Health Care System reports losses. BostonGlobe.com . https://www.bostonglobe.com/business/2019/09/27/amid- expansion-steward-health-care-system-reports-losses/gQO7llmPx4cPApFoRbrEeP/story.htm https://www.steward.org/ HHS-OIG. (2014, June 6). Medicare Compliance Reviews at Steward Health System Hospitals (A-01-14-00501) 06-06-2014 . https://oig.hhs.gov/oas/reports/region1/11400501.asp BYRNE, J (2018 April 24). Steward Health Care System SWOT Analysis . (n.d.). Case48. https://www.case48.com/swot-case/4979-Steward-Health-Care-System

Gemba walk 10.31

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