HCM 415 4-1 Milestone Three

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Apr 3, 2024

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1 4-1 Final Project Milestone Three: SWOT Analysis Dairyel McCloud Southern New Hampshire University HCM-415-X4947 – Healthcare Strat Mgmt & Policy 24EW4 Instructor: Dr. Donald Nowill Due: Day 7 of Week 4

2 Summary This case study focuses on Huntington Hospital, a top-performing 625-bed facility in Pasadena, California, which hired a new executive director of revenue recently. The new director's anticipated role will be to review the organization's present revenue cycle and processes in order to identify areas for improvement that will lead to greater success. To accomplish this, the director must pay attention to and comprehend the many dynamics inside the department, as well as construct ways to enhance the department's operations and relationships with other departments within the organization. There appeared to be a lack of trust from higher up, which made managers feel just as nervous and discouraged as lower-level staff members. The managers and employees did not communicate well at all. Email was the sole type of communication that was permitted. Because supervisors were frequently kept in their offices, lower-level employees frequently did not see them. Policies From the first meeting, Ms. Markey addressed how she intended to observe and exercise discernment before making formal decisions. She was able to see right through the staff's attempts to appear friendly and welcoming and recognize the strain and unease they were under. Ms. Markey implemented an open-door policy, allowing employees to visit and speak with her as needed, in an effort to lessen the disruption between them and the managers. Additionally, the working hours were adjusted to provide employees more time to unwind before starting their day. Additionally, she provided a suggestion box where employees could anonymously voice their opinions, and it was she who read through and evaluated all suggestions and worries raised by all of the staff.

3 The inefficient and wasteful work system that is currently in place was the subject of many complaints from the employees. It was mentioned that the staff members were highly frustrated, tense, and/or at odds with one another because of these laborious and pointless procedures. The hospital was also putting new software into place for their clinical, revenue cycle, and Electronic Health Record (EHR) systems at the same time as these changes were beginning. Ms. Markey was aware that this wasn't going to be an instant fix and understood how important it was to reduce the amount of AR processing time. Mission and Vision Huntington Hospital's mission statement states that they aim “to provide excellent health care and compassionate service to each person by bringing together outstanding physicians, caring nurses, professional staff, and advanced technologies” (Huntington Hospital, 2021). The goal is to enhance patient-centered, high-quality treatment throughout the organization. “To be the leader in creating community well-being through world-class health care delivered with kindness and dignity” (Huntington Hospital, 2021) is their vision statement. The core values of this organization—judgment, esteem, grandeur, teamwork, and stewardship—are also consolidated in its vision. The new director, Kim Markey, ought to foster unity among all employees in order to accomplish her goals. Since not everyone is comfortable with change, Ms. Markey should set an example for the team by modeling the behaviors that are required of them going forward. She has also helped the employees feel included and given them a voice. The dynamics have improved within the office as a result of the employees feeling empowered to contact those in higher management roles using the open door policy. SWOT Analysis

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4 Strengths: One of HH's strengths is its ability to spot instances where the organization veers away from its stated goals and objectives. They realized that their current business procedures, with their vague and complex policies and procedures, would not help them achieve their goal of providing their patients with the best care possible. An overview of this occurred in the case study where the HH hired Kim Markey to address the AR problem and identify creative methods for implementing technology. Furthermore, the case study asserts that one of HH's advantages is its personnel. Although the staff appears to want to improve, they must be provided with the resources they need in order to be productive. Strong and consistent leadership is one of Huntington Hospital’s strengths when it comes to staff empowerment. The administration of the hospital places a high importance on staff development, as evidenced by their dedication to creating an inclusive and collaborative work environment. They establish a strong bond with their employees, encourage open communication, and provide opportunities for employees to express their opinions and participate in decision-making processes. The hospital also promotes professional development and provides various training and educational opportunities to support its employees. Even though Ms. Markey recently assumed the position of Executive Director of the Revenue Cycle, she is still a valuable addition to Huntington Hospital and offers both advantages and benefits. She is a valuable team player, has a wealth of knowledge, and puts forth a lot of effort to raise employee morale at HH. Weaknesses: The lack of clear channels of communication and tools for staff criticism between management and the rest of the staff is one of the weaknesses found in Huntington Hospital's SWOT analysis about staff empowerment. The hospital administration's actions and the needs and concerns of the staff don't seem to be in sync. Inadequate communication can result in mistakes, unhappiness, and a feeling of powerlessness among the

5 employees. Limited opportunities for professional growth and promotion for employees is another weakness. The lack of a thorough training and development program at the hospital may hinder staff members' ability to expand their careers and acquire new skills. Without opportunities for proper training and development, employees may feel uninspired and stagnant, which would hinder overall staff empowerment. Opportunities: The hospital can change these procedures and policies to generate more revenue by developing new ones that are founded on its core values. Based on the modest but successful adjustments that had been made in the past, this proved to be a useful chance for the hospital. The organization can initiate progress by revising its training procedures, investigating methods to enhance administrative capabilities, and implementing the necessary adjustments to enhance the accounts receivable billing measure. There are numerous ways that Huntington Hospital might improve employee empowerment. First, the hospital may help by providing more training and professional development opportunities for the personnel. By promoting opportunities for professional growth, including conferences or workshops, the hospital can help its employees acquire new skills and knowledge. Additionally, the hospital can create a culture that inspires growth and creativity in its employees. The hospital can leverage the creativity and ability of its employees to propel progress by fostering an atmosphere where employees feel at ease offering their ideas and suggestions. In conclusion, the personnel at Huntington Hospital can be engaged through innovation. Implementing cutting-edge tools and systems can improve efficiency and simplify paperwork, allowing employees to focus on their core responsibilities and operate with greater autonomy. Threats: Huntington Hospital does simple procedures. Getting comfortable in the face of hospital-wide issues, especially those concerning staff morale and expectations, is one of the first

6 threats. The employees at Huntington Healing Center are giving the impression that they don't matter by making no effort to address these problems. Huntington Hospitals faces threats like losing patients and having to increase supply expenses. HH is addressing a number of challenges, including growing competition in the healthcare sector. Lastly, threats can be recognized as “the hospital’s processes to ensure HH would become a stronger performer,” (Ginter, 2023). To remain relevant and attract people, the organization needs to set itself apart from the growing number of similar hospitals. Furthermore, modifications to governmental rules and laws may have an impact on the hospital's operations and financial statements. Potential drops in healthcare reimbursement could also pose a threat, putting financial strain on the facility. Additionally, the hospital faces the challenge of recruiting and retaining skilled hospital employees in a constrained labor market, which may affect patient care standards. Finally, advancements in technology could be dangerous for the hospital if it does not adapt and invest in new machinery and technology to stay up to date. Environmental Factors Environmental factors can have an impact on the organization, especially on how prepared the staff is to advance the goals of the organization. According to the SWOT analysis, employee integration is essential to carrying out change successfully. In the unlikely event that an effective and efficient system is not in place, this could negatively impact the organization in a number of ways. Sending bills to patients with inaccurate information and to insurance companies with improper billing codes are two examples of how it could affect accounts receivable. This may result in more unneeded stress and irritation for the patients as well as longer payment delays. A single unruly employee has the power to ruin an entire department, yet when morale rises, the proportion of workers who have a poor opinion of the company may decline. References

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7 A. (2011, September 6). Health Care Reform: Duties and Responsibilities of the Stakeholders. Institute of Clinical Bioethics. https://sites.sju.edu/icb/health-care-reform-duties-and responsibilities-of-the-stakeholders/ Drabkin, D., & Soule, S. (2015, July 15) Huntington Hospital: Empowering Staff. Graduate School of Stanford Business. Retrieved from https://learn.snhu.edu/d2l/lor/viewer/viewFile.d2lfile/205357/23324.1 Ginter, P. M., Duncan, W. J., & Swayne, L.E. (2018). Strategic Management of Health Care Organizations (8th ed.). (n.d.). https://bcs.wiley.com/he-bcs/Books? action=chapter&bcsId=11121&itemId=1119349702&chapterId=129094 Huntington Hospital (2021). Huntington Hospital Services. https://www.huntingtonhospital.org/our-services/ Learn about Huntington Health, located in Pasadena the heart of the San Gabriel Valley. (n.d.). Huntington Hospital. https://www.huntingtonhealth.org/about-us Soule, S., and Drabkin, D., (2015). Huntington Hospital (A): Empowering Staff. Retrieved from: https://www.gsb.standford.edu/faculty-research/case-studies/huntington-hospital marioempowering-staff

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