HCM 415 FINAL PROJECT

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Running head: 7-2 SUBMIT FINAL PROJECT 1 Final Project Bolaji Bidemi Sobowale Professor Shakespear HCM 415 Healthcare Strat Mgmt & Policy Southern New Hampshire University

7-2 SUBMIT FINAL PROJECT 2 Table of Contents Final Project ......................................................................................................................... 3 Summary .............................................................................................................................. 3 Interpretation .................................................................................................................... 3 Impact & Approach ...................................................................................................... 3 SWOT Analysis ........................................................................................................... 7 References .......................................................................................................................... 15

7-2 SUBMIT FINAL PROJECT 3 Final Project Summary & Interpretation Huntington Hospital (HH) is a 625-bed hospital that is a non-profit medical organization that is in Pasadena California. The medical facility had many issues withing their departments, management, and staffs that eventually caused the quality of care to be poor. For example, the account receivable was a high 64 days, when the goals are supposed to be lower than 50. The culture in the working place among staffs and management were basically non existing which made the environment a hostile environment for the staffs, where they felt they had no room to experience concerns, or even talk about crucial information about patients if needed. The Huntington Hospital case goals was to try to empower their staffs with courage, boost their confidence, communication skills, work culture, and other work professionalisms. HH is in Pasadena California, in addition to having 625 beds in the organization. This medical organization always reckon on techniques to help boost the HH, which resulted in them labeled as one of the top performing hospitals in 2012. One of the changes that was made was the open door-policy that was supposed to help Kim Markey to gain the trust of the staffs. With this policy the staffs viewed Markey as innovative and a fresh breath of air, (Craft, 2015) and that she was caring and open and approachable, (Craft, 2015) and the impacts she had when she communicated with the staffs for example just saying hello and goodbye every day and having conversations with her staffs and talking about her own personal life to gain trust. Taruc stated that Markey had greeted the staffs for than the previous director did in the ten years she worked with the previous director. This made the staffs believe that Markey truly wanted to understand the environment and staffs, instead of talking to only the managers and getting one side of the story. Along with this Markey also noticed the hostile and sense of fear among the staff because

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7-2 SUBMIT FINAL PROJECT 4 they thought they get in trouble for anything and everything. The HH staff were afraid of clocking into work late or leaving work late and though it will result into consequences of insubordination. Impact & Approach Kim Markey being the new director of HH was a great approach to solving the hospitals issue. Markey has great leadership skills that she has clearly directed through this case study. She demonstrated that she was able to identify an issue and get on it to find a solution. For an example she seen this gap in communication between the management group and departments and was able to tweak the policies to make communication smoother for operations to be improved. Markey felt to be able to better provide quality care for the patients she will have to work from the inside out which was an excellent choice along with many other things Markey did, she demonstrated working to fix our staff, introducing new skills, considering their feeling, adjusting their clocking times, introducing new team member helped them to be better at their jobs. Issues & Concerns One of the issues that the staff’s had mention was the communication gap between the staffs and the management which lead to problems not being solved, the fear of being fired for unreasonable causes. Due to the lack of communications, no management guidance, and not really being a safe place for the staffs to work which all contributed to the Account Receivable Days. Kim Markey plan was to look at all the issues and first attend to those that will help the AR days than work on the rest after. But before that Makrey had to develop ways to get the staffs to trust the management team and creating the open-door policies and suggestion box were great ways to do so.

7-2 SUBMIT FINAL PROJECT 5 Role The managers can also have a lot of input when it comes to the implementations of the strategic planning. When a manager has a good energy, and work well with his or her team, their team member will also match their same energy and work better if that is the energy the manager gives off, and the same with a manager that is negative, mean, and rude. The works will be scared and will not do their best. Managers also needs guidelines, and policies to also follow to show them how a manager should be. Some goal-setting responsibilities and rules and policies that the managers can follow are communicating with their employees, set clear achievable goals, bring the best out of their teams, give them opportunity for leaderships, and demonstrate empathy and sympathy alongside many more. (ProofHub,2022) Stakeholders The major stakeholders in the HH case are the patients, management, and staffs in volved. When there is an issue when all the involved party the patient will be in high risk due with either losing money or not getting the proper treatment due to misinformation from any other involved parties. Although the hospital and management team will have their lost, they will not have the biggest one, in this case in the insurance does not pay a patient bill the worst damage that will happen for the medical organization is not getting reimbursement from the insurance, but they’ll have the option to give the patient a payment plan, or not given the patient the treatment. As for the patient if the patient doesn’t have the funds will still end up a no-win situation for the patient. Working in the medical field I have dealt with patients who were not able to pay their bills, although we were able to provide several options and discounts, I noticed that other facilities are not able to do so. The organizations and staffs should have more plans and policies to consider for the patients who can’t afford the bill if it does happen.

7-2 SUBMIT FINAL PROJECT 6 Policy & SWOT During the staff meeting, Markey acknowledge and assured she was going to make changes that will be more beneficial to all departments, including the management group to reduce the tension among the staffs. Markey introduced an open-door policy to the staffs, eliminating the issue of the fear of talking to their superior, and being tense, and a suggestion box for the staffs that want too completely be anonymous. Markey also developed ethical work schedule for her staff because she believed they should have time to prepare for their shifts before it starts. Most of the issues she seen from these two policies is that there was no consistence in the facility. The staffs expressed that the workload was overwhelming and unnecessary which causes a lot of misunderstanding among the staffs. Huntington Hospital (HH), located in in Pasadena California, latest executive director name Kim Markey set about November 2012. This medical facility was a non-profit, 625-bed medical center that was titled one of the top-performing hospitals during the year 2012 by U.S. News & World Reports. (Craft, 2015) The goal was to continue to focus on high-quality, and patient -centered care with some change in direction withing the Business service Office and mindset of business strategic approach. The revenue was going to be reapproach the departments that she was overseeing. Markey observed that within the department’s communication was topic of concern and was absent. Markey wanted to understand to understand the issues that the departments face surrounding the communication aspect. And she finds that the staffs stated that the approaches were unsuccessful and unproductive due to the lack of structural policies for the staffs which is the reason they believed it failed. They felt they received random delegates with no structures, which meant that instructions and directions was given based on how the manager of the

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7-2 SUBMIT FINAL PROJECT 7 department of HH interpreted the policies and rules. The HR department, managers, and staff lacked trust with each other, most especially the departments were apprehensive due to the lack of trust which played a huge role in the lack of communication between them. Communication was mainly required to be through emails, which made the managers tremendously busy to be there to help their staff. Staff rather not come clean with issue or concerns fearing they’ll lose their jobs, which made the staff believe the main goal was increase the profits than quality care, which made them unambitious. Mission & Vision The mission on HH websites states “Our mission is to provide excellent healthcare and compassionate service to each person by bringing together outstanding physicians, caring nurses, professional staff and advanced technologies” (Huntington Health, 2022), and the vision was “to be the leader in creating community well-being through world-class healthcare delivered with kindness and dignity.” ( Huntington Health, 2022)  Core Value – Respect, Integrity. Stewardship, Excellence, Collaboration  Thank you for allowing us to care for you. We take every step to exceed your expectations, and we encourage you to play an active role in your care. As part of our commitment to you, we will: o Treat you with courtesy and respect. o Listen carefully. o Explain things in ways you understand. o Address your needs. o Answer your questions to keep you informed. o Respond to your concerns.

7-2 SUBMIT FINAL PROJECT 8 o Provide a safe and clean environment. o Include you and your family in your care. o Be sensitive to your cultural needs. o Work together as a team to care for you (Huntington Health, 2022) The goal was crucial to include unity amount the departments, and staffs, by doing so Markey utilized herself to as a prime of exampled on how change should look by adapting to it and being more open to her staffs. And I believe she demonstrated this by the policies she laid down like the open-door policy. SWOT Analysis Strengths Organization doesn't have to start from scratch, they already strong in the finacial department, have the patient base already, open mind to introduce new things. Weakness None existent culture, lack of communication with the departments, Fear, tension amoung staffs, not able to speak mind, staffs feeling the policies and duties was unnecessary, mamagement not managing the employees. Opportunities Although the software might take time to be adjusted, it will make the work for staffs easy to maneuver, more change to improve the facility, Threats employess will not feel motivated to peform quality care, which will eventually result in the facility loosing on money, and resistments might devolpe from the staff in the future.

7-2 SUBMIT FINAL PROJECT 9 Environmental Factors & Current Policies It is crucial for the staffs to want and accept the change that Markey is bring to HH. Her goal is having a stable and being more organized. Culture in the work environments crucial. Culture in the workplace helps to build a diverse talent pool. It can empower its staff skills and build problem solving skills to make the departments increase happiness and productivity. (Thomas International, 2022) Huntington Hospital revised the hospital booklet June of 2017 with HH expressing how they were going to help their employees, volunteers, physicians, contractors, vendors and most epically their patients. HH stressed that this book was a guideline to their commitment to excellence. During November in the year 2012, Kim Markey had become the director of HH which is a non-profit medical organization. One of their goals was to continue to improve their high-quality, and being more patient-centered, with tremendous change with the Business Service Office. Prior to Markey they had cultural issues between the departments. One of Markey’s top priorities was to find a way to bring the departments together and improve culture, communication, policies, and the Account Receivable. Markey’s goal was to improve the departments withing the facilities, and everything else will be better once the staffs became more relax, and motivated. Her first step was to rebuild and secure the Business Service Office. With the open-door policy and suggestion was to get the staff to be more open to speak to the higher ups. She believed this was the first step to gaining trust from the staffs when an issue arises with assurance with no penalizing against them. The staffs were also able to clock-in and out at an to allow them to properly gather the necessary thing

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7-2 SUBMIT FINAL PROJECT 10 before starting or going home. This allowed the staffs to properly get prepared to ensure the best shift and be able to properly take care of their patients. Changes Some changes I believe that were important is Markey realizing that to better she’ll have to work from within. She acknowledges that micromanaging was not beneficial to HH. The goal was to invest in the staffs so they can invest their time and energy the patients. Seminars every few months, reminders, and flyers posted around the building is a great way to remind the staffs the importance of teamwork. Especially in the medical field we can see that teamwork is what helps the medical field to be one step ahead. Open-Sourced Workplace listed 4 important reasons employees in a company should attend seminars and all other training and why it should be mandatory. (1) It sharpens existing skills, we all would love to believe we know how to do are jobs perfectly, but at times we don’t realize we can do our jobs easier, or we miss a detail. This will allow staffs to broaden their horizon, and see and develop new skills, which can make the job easier for the staffs, and allow more work to be done. (2) allows employees to learn new skills, when new policy, technology, or any important info is brought to the work place a seminars and training can allow all the staff to receive the information at the same time, which will allow be able to learn a new skill and teach and learn from each other. New skills help the value as an employee greater, and it is always a bonus. (3) Helps increase productivity, “when you become a part of the reason productivity is increased, you also become indispensable.” (Todd, 2021) When there is increased in productivity it can cause great opportunity for bonuses and promotions to be available for employees. As an employee at Quest Diagnosis, we have training we do every two weeks online, and on Thursdays we have meeting. They help us to learn new skills since the healthcare field is constantly

7-2 SUBMIT FINAL PROJECT 11 changing, we get to ask any question and se visuals and demonstrations to help us better understand what we learned. (4) Helps increase work quality and quality of work because when we are training, we gain new tools to give us the ability to perform our jobs with full compacity. When we train, they teach us how to deal with an upset patient, to how to handle any medical issues and their policies. Manger & Strategic Planning The roles of the managers in the department of HH should be defined to all. The managers are “responsible for overseeing a specific department in the medical facility. The managers are to create and implement policies, goal, and procedures, and overall be there for their departments when need.” (2021) The managers were usually coped up in their office buried in emails, and work instead of having time for their staffs when needed. It was advised for the staffs to email the managers if need. (Craft,2015) This can result in complications, like if there was an issue the is critical and need the attention of the managers sending emails might not have immediate response, which will cause delay in patient treatments. Influence & Recommendation Chron identify stakeholders as “those who have a vested interest in what a company does but aren’t the actual decision makers is some cases.” (Leonard. 2019) An ideal stake holder stays involved alongside the organization with the facility keeping them updated, understanding the ins and outs. Stakeholders who are well engaged, can keep a positive flowing communication going between them and the facility. Chron also stressed that employees and staffs are also stakeholders since “giving the employees a clear plan with set goals and resources to succeed builds engagements” (Leonard. 2019), which shows that even the staff has a huge influence on how an

7-2 SUBMIT FINAL PROJECT 12 organization can be run. Since the staff firsthand have all the viable information on the organization, they’ll better understand what will be good or bad for it. (Leonard. 2019) The Huntington Hospital case goals was to try to empower their staffs with courage, boost their confidence, communication skills, work culture, and other work professionalisms. HH is in Pasadena California, in addition to having 625 beds in the organization. This medical organization always reckon on techniques to help boost the HH, which resulted in them labeled as one of the top performing hospitals in 2012. One of the changes that was made was the open door-policy that was supposed to help Kim Markey to gain the trust of the staffs. With this policy the staffs viewed Markey as innovative and a fresh breath of air, (Craft, 2015) and that she was caring and open and approachable, (Craft, 2015) and the impacts she had when she communicated with the staffs for example just saying hello and goodbye every day and having conversations with her staffs and talking about her own personal life to gain trust. Taruc stated that Markey had greeted the staffs for than the previous director did in the ten years she worked with the previous director. This made the staffs believe that Markey truly wanted to understand the environment and staffs, instead of talking to only the managers and getting one side of the story. Along with this Markey also noticed the hostile and sense of fear among the staff because they thought they get in trouble for anything and everything. The HH staff were afraid of clocking into work late or leaving work late and though it will result into consequences of insubordination. Manager In the healthcare field one of the managers top priorities ought to be communication in the workplace. I believe the communication in HH should not only be limited to email, which can result in important information or questions being delayed due to time of manager to answer

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7-2 SUBMIT FINAL PROJECT 13 if they have a lot of emails at a time, but through any form and platform that is HIPAA verified to communicate through. Having effective communications with the staffs can help encourage effective teamwork and promotes continuity and clarity withing the patient care team (NCBI Bookshelf, para. 11), good communication culture among medical staffs can promote collaboration, helps prevent errors and misunderstanding, and encourage teamwork. Communication is one of the key pillars to quality care and patient safety. American Hospital Association expressed how communication and teamwork skills a crucial skill for providing and quality medical care, when the staffs on a case communicate effectively, the patient can receive a reasonable and accurate outcome or response with little to no errors, and patients’ satisfaction. (Bhatt, Swick, 2017) Driving Upon doing my research on who a skate holder could be, I came across an article from Institute of Clinical Bioethics named Health Care Reform: Duties and Responsibilities of the Stakeholders stated that in the medical field the major stakeholders are the patients, physicians, medical staff, employers, insurance companies, pharmaceutical firms, and government. Although at first, I was surprised to see patients and physicians as an important stakeholder, but as I read future down the article, I realize that these two parties are basically the first stakeholders. Alongside preforming ethical and safe care for their patients, the Physician and their staffs also control the rising cost of healthcare. They are the middleman, that ensure that the insurance get policies and guidelines are followed and for the patient to receive the best services, and overall patients’ role is simple. They automatically invest time and money in their health. (2011) Better Align

7-2 SUBMIT FINAL PROJECT 14 Communication being a leading pillar in the medical field, HH can develop a way to ensure that communication between the staffs, and departments are always flowing and strong. 5 ways to develop communication in the healthcare can firstly include assessing and dissecting the methods that are currently communication, before considering making any changes. Secondly include communication channels that are safe, and HIPAA approved, like email, notes, verbally etc. Thirdly, the medical staffs need a voice to speak, Markey demonstrated this by applying the open door and suggestion box policies. This allows the workers to express any concerns they have or suggest any change. Fourthly, Face to face communication is top tier. This type of communication allows for information to be passed accurately and on time. This will allow faster result to come for more important info. Finally, if the communication is weak then the communication from medical staff to patients will almost not be there. This can be a very dangerous thing and cause information not to be properly related to the patient. My obgyn has an app where I can communicate with her name Healow. Not only can I communicate with her but also set an appointment and see my test result and other stuff like that. These 5 steps can help improve the communication among staff to ensure that the patients will have a better experience, and staffs will have a better work environment. (Duvigneau,2021)

7-2 SUBMIT FINAL PROJECT 15 References Craft, T. (2015, July 15). Huntington Hospital: Empowering Staff. Ginter, Duncan, Swayne: The strategic management of health care organizations, 8th edition. Retrieved June 1, 2022, from https://bcs.wiley.com/he-bcs/Books? action=mininav&bcsId=11121&itemId=1119349702&assetId=450390&resourceId=43941 &newwindow=true Learn about Huntington Health, located in Pasadena the heart of the San Gabriel Valley. Huntington Health. (n.d.). Retrieved June 5, 2022, from https://www.huntingtonhealth.org/about-us/ The importance of cultural diversity in the Workplace . Thomas International. (n.d.). Retrieved June 5, 2022, from https://www.thomas.co/resources/type/hr-blog/importance-cultural- diversity-workplace#:~:text=A%20culturally%20diverse%20workplace%20empowers,and %20increase%20happiness%20and%20productivity . Todd, S. (2021, August 27). 7 reasons employees should attend seminars and other trainings . Open Sourced Workplace. Retrieved June 19, 2022, from https://opensourcedworkplace.com/news/7-reasons-employees-should-attend-seminars- and-other-trainings What are the daily responsibilities of healthcare managers? Healthcare Management Degree Guide. (2021, May 18). Retrieved June 5, 2022, from https://www.healthcare- management-degree.net/faq/what-are-the-daily-responsibilities-of-healthcare-managers/

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7-2 SUBMIT FINAL PROJECT 16 #:~:text=Responsibilities%20of%20Clinical%20Managers,and%20procedures%20for %20their%20departments. Leonard, K. (2019, March 12). The roles of stakeholders in the planning process . Small Business - Chron.com. Retrieved June 5, 2022, from https://smallbusiness.chron.com/roles- stakeholders-planning-process-32051.html Professional Communication and Team Collaboration - NCBI Bookshelf . (n.d.). Retrieved June 13, 2022, from https://www.ncbi.nlm.nih.gov/books/NBK2637/ Bhatt, J., & Swick, M. (2017, March 15). Focusing on teamwork and communication to improve patient safety: AHA News . American Hospital Association | AHA News. Retrieved June 12, 2022, from https://www.aha.org/news/blog/2017-03-15-focusing-teamwork-and- communication-improve-patient-safety Duvigneau, A. (2021, April 26). The 5 best ways to improve communication in Healthcare . Beekeeper. Retrieved June 15, 2022, from https://www.beekeeper.io/blog/5-ways-improve- communication-between-healthcare-staff/ admin, A. (2011, September 6). Health Care Reform: Duties and responsibilities of the stakeholders . Institute of Clinical Bioethics. Retrieved June 15, 2022, from https://sites.sju.edu/icb/health-care-reform-duties-and-responsibilities-of-the- stakeholders/#:~:text=The%20major%20stakeholders%20in%20the,through%20employer %20or%20governmental%20intermediaries .

7-2 SUBMIT FINAL PROJECT 17 What makes a good manager (the ultimate guide of dos and don'ts) . ProofHub. (2022, March 14). Retrieved June 19, 2022, from https://www.proofhub.com/articles/what-makes-a- good-manager

HCM 415 FINAL PROJECT

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