C429 WGU HEALTHCARE OPERATIONS
MANAGEMENT
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. - Answers-Manager participation with
Debriefing
Meeting with employees to understand their concerns - Answers-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 - Answers-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 - Answers-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 - Answers-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) - Answers-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
Individual physician performance measures - Answers-shared with other hospitals to
measure performance
, e.g. hospital admin is bringing on new physicians. they must be integrated into the
performance standards of parent hospital. their performance measures should be
shared.
Physician performance measures linked to salary - Answers-1. length of patient stay
2. readmission
Integrating family members of new staff into community - Answers-strategy for retaining
new staff
e.g. hospital admin is expanding services to rural area. the rural area has a high
turnover.
Developing corrective actions - Answers-leadership strategy when problems are
identified
e.g. a hospital lab loses its certification due to mistyping patients and botching
transfusions
Decrease likelihood of infection - Answers-result of increased housekeeping staff
e.g. hospital is cited for poor sanitation and admin wants to improve patient outcomes
Improved delivery of meals - Answers-result of increased support staff
e.g. medical center is getting complaints about food service. director starts an
improvement plan
Rounding with staff - Answers-regularly grouping with staff members. manager tactic to
increase visibility which encourages staff to trust him.
e.g. former chief admin is reassigned after staff lost trust in him
Engaging front line employees' feedback - Answers-assists in implementing change or
improvement initiatives
e.g. healthcare system is seeking to reduce catheter-associated infections
Providing mandatory training - Answers-assists in implementing change or improvement
initiatives
e.g. healthcare system is seeking to reduce catheter-associated infections
Engaging with stakeholders - Answers-helps to ensure successful implementation of
multi-department or company wide initiatives
MANAGEMENT
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. - Answers-Manager participation with
Debriefing
Meeting with employees to understand their concerns - Answers-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 - Answers-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 - Answers-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 - Answers-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) - Answers-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
Individual physician performance measures - Answers-shared with other hospitals to
measure performance
, e.g. hospital admin is bringing on new physicians. they must be integrated into the
performance standards of parent hospital. their performance measures should be
shared.
Physician performance measures linked to salary - Answers-1. length of patient stay
2. readmission
Integrating family members of new staff into community - Answers-strategy for retaining
new staff
e.g. hospital admin is expanding services to rural area. the rural area has a high
turnover.
Developing corrective actions - Answers-leadership strategy when problems are
identified
e.g. a hospital lab loses its certification due to mistyping patients and botching
transfusions
Decrease likelihood of infection - Answers-result of increased housekeeping staff
e.g. hospital is cited for poor sanitation and admin wants to improve patient outcomes
Improved delivery of meals - Answers-result of increased support staff
e.g. medical center is getting complaints about food service. director starts an
improvement plan
Rounding with staff - Answers-regularly grouping with staff members. manager tactic to
increase visibility which encourages staff to trust him.
e.g. former chief admin is reassigned after staff lost trust in him
Engaging front line employees' feedback - Answers-assists in implementing change or
improvement initiatives
e.g. healthcare system is seeking to reduce catheter-associated infections
Providing mandatory training - Answers-assists in implementing change or improvement
initiatives
e.g. healthcare system is seeking to reduce catheter-associated infections
Engaging with stakeholders - Answers-helps to ensure successful implementation of
multi-department or company wide initiatives
