WGU C429 Healthcare Operations Management Questions 2023- Solved

improve employee performance through observation and feedback e.g. hospital is opening soon and conducting drills. CNO observes that the last several drills have slow response times for some units. - ANSWER-Manager participation with Debriefing Meeting with employees to understand their concerns - ANSWER-promote a sense of teamwork among employees. e.g. hospital is opening soon. CNO learns that several employees are getting into arguments. Asking employees to work together - ANSWER-resolve department issues like too much overtime e.g. a CNO has a goal to reduce overtime use by 60% but there are several open positions and others are requesting time off. Shadowing - ANSWER-on-the-job observation. improves functionality through reducing inter-professional rivalries. e.g. CNO is concerned with lack of coordination between VAS (voluntary ambulance services) and the emergency department. shadow each other for understanding. e.g. a physician wants to be prepared to apply for the CMO position. shadow incumbent CMO Soft skills - ANSWER-the ability to motivate, to inspire trust, to communicate with others. e.g. empathy, timeliness, communication, responsiveness e.g. explaining to newly hired physicians about HCAHPS. communication Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS) - ANSWER-A CMS mandated patient satisfaction survey. considered the standard of measurement. e.g. large hospital implements changes to improve overall patient satisfaction scores. leadership wants to measure the initiatives