Question

Westchester Teaching Hospital System is not-profit organization that owns and operates six hospital campuses and a variety of off-campus ambulatory services. The organization has revenues of over $1 billion. They are affiliated with 3 medical schools with over 400 residents. You are the new manager for the ambulatory care department. You have been bought onboard to develop and implement strategies to expand the department. Here are some facts you need to know:
1. Inpatient services represent 65 percent of the operating revenues.
2. Outpatient services represent 35 percent.
3. Resources for the department are scarce.
4. His department has been underfunded for a while now.
5. Meaningful financial and statistical data does not exist.
6. He has a staff of 50 people (administrative and clinical)
7. There has been some open hostility between the 2 groups.
8. The supervisors do not take direction well.
9. Staff don't follow the rules (come in late, call out a lot, miss due dates, rude to patients and staff).
10. The ambulatory care area is outdated and not very appealing.

QUESTION: How will you achieve the goals you've been given while acclimating to the new unit? You will need to address the issues listed above in your evaluation.

Answer 1

As a manager for the Ambulatory care department, I will have the following three point strategy to address the issues in the evaluation:

1. First Who, Then What – I will meet the people in the team to listen and understand their concerns. This will include supervisors and prominent members involved in the two groups. This will give me an understanding of people issues.

a. Based on the understanding, I’ll create a plan to improve the synergies

b. Create basic ground rules for people for discipline with rewarding those who are doing well, and reprimanding those who are undisciplined (it’s important to reprimand to showcase better performers that the discipline is appreciated)

2. Visibility – In parallel, I will work on creating a visibility on what the team is doing. It will be on basic hygiene (In and Out time etc) to patient feedback. There can be other parameters attached based on the role. (Anything that cannot be seen, can’t be improved). This will also become the basis of their incentives and appraisals.

3. Environment – Once 1/2 are in motion, I’ll plan for the department funds which will be used for improvement of the ambulatory area and other parts which are of highest concern (came up during the meetings with team)