Operations Management Flashcards
Management & Supervision- Management
Management:
- the process if developing, implementing, and achieving organizational a objectives.
NPI
National Provider Identification
Management- Adminsitration
Administration:
- The process of managing non-human resources to achieve organizational objects.
Management- Leadership
Leadership:
- The process of managing human resources to achieve organizational objects.
Chain of authority
Chain of authority:
- There should be a clear line of authority within the clinic by which reporting to more than one supervisors.
Effectiveness versus efficiency
- Effectiveness: describes achieving goals and objectives in a timely fashion. “Doing the right things”.
- Efficiency: describes achieving goals and objectives using the least amount of resources possible. “Doing things right”.
Management process
- Planning
- Organizing
- Directing
- Controlling
Management process- Planning
Planning:
- Developing a department’s or organization’s goals or objectives.
Management process- Organizing
Organizing:
- Assembling and coordinating the necessary human, physical, and capital resources necessary to carry out the objectives of an organization.
Management process- Directing
Directing:
- Supervising the use of resources to achieve organizational objectives.
Management process- Controlling
Controlling:
- Comparing actual results with planned results, and making the necessary adjustments to achieve organizational objectives.
Supervision- Leadership
- The process of working with and through people to achieve organizational objectives.
- Leadership comprises two types of behavior:
1. Task behavior
2. Relationship behavior
Supervision- Leadership: “Task behavior”
Task behavior:
- The extent to which the leader tells the employee what, how, when, where, and who is to perform the specific task.
Supervision- Leadership: “Relationship behavior”
Relationship behavior:
- The extent to which the leader engages in listening, communicating, facilitating, and supportive behaviors.
Supervision- Ability is a function of
- Knowledge: The employee understands the task to be performed.
- Experience: The employee has experience carrying out the task or related tasks.
- Performance: The employee has demonstrated skill in successfully completing the same or similar tasks.
Supervision- Willingness is a function of
- Confidence: Employees feel they can perform tasks.
- Commitment: Employees feel they will perform tasks.
- Motivation: Employees feel they want to perform tasks.
Supervision- Readiness levels (R1 to R4)
- R1: Unable and unwilling
- R2: Unable but willing
- R3: Able but unwilling
- R4: Able and willing
Leadership style-
- Telling
- Selling
- Participating
- Delegating
Leadership style- Telling
- Supervisor makes decisions providing specific instructions and closely supervises performance. High task and low relationship behavior. Most appropriate for employees having low ability and willingness (R1).
Leadership style- Selling
Supervisor makes and explains decisions and provides opportunity for clarification. High task and relationship behavior. Most appropriate for employees with ability and willingness (R2).
Leadership style- Participating
Supervisors shares ideas and facilitates decision making. Low task and high relationship behavior. Most appropriate for employees with a fair amount of ability and low willingness.
Leadership style- Delegating
Supervisor turns over responsibility for making and implementing decisions. Low task and relationship behavior. Most appropriate for employees with high ability and willingness.
Teamwork
Consist of two or more people working together to achieve a goal.
Team player
One who subordinates personal aspirations and works in a coordinated effort with other members of a group, or team, in striving for a common goal.
Brainstorming
Brainstorming:
- A non judgmental for of idea generation, sifting, and selection.
Values that support trust within a team
- Avoid looking good at another expense.
- Demonstrate respect for facts, data, and objective analysis.
Hiring process
- Recruiting
- Interviewing
- Checking references
- Candidate selection
- Employment offer
- Post offer negotiation
- Acceptance/rejection
Hiring process- Recruiting
Recruiting:
- When a position becomes available, potential internal and external candidates are notified through company postings and advertisements.
Hiring process- Interviewing
Interviewing:
- Meeting with selected candidates to exchange employment information. - Gather pertinent information about the applicant by facilitating the candidate's willingness to talk.
Hiring process- Checking references
Checking references:
- Calling references to verify employment and other job information as appropriate.
Hiring process- Employment offer
Employment offer:
- Offering the job to the selected candidates to include compensation and benefits.
Hiring process- Post-offer negotiation
Post-offer negotiation:
- Negotiating terms of employment not acceptable at the initial offer.
Hiring process- Acceptance/rejection
Acceptance/rejection:
- If the offer is not accepted, another candidate is offere3d the position or the process begins again.
Recruitment
Recruitment:
- Job duties versus the applicant's training and experience. - Employee characteristics being sought. - Compensation and benefit requirements. - Availability
Orientation and training
To make smooth transition from candidate to employee status.
- Imparting the philosophy, vision, and mission of the organization.
Performance appraisal
Performance appraisal:
- Should be an objective assessment regarding an employee’s quality and quantity of work, dependability, efficiency, teamwork, attitude and appearance.
Employee due process
Employees have the rights.
- To know what is expected of them and the consequences for not meeting expectations.
Professional development
Professional development:
- As an employer you should encourage and help subsidize activities that promote professional development among your employees.
Policies and procedures
Policies and procedures:
- Identifies what is expected and how to handle specific circumstances.
Risk management
The process of planning, organizing, directing, and controlling organizational activities to economically minimize the adverse effects of accidental losses.
Risk management- Quality assurance
- The Joint Commission, formerly JCAHO required operational linkages between risk management (RM) and quality assurance (QA).
- QA measures ensure that patients receive safe, appropriate care leading to the most successful outcomes possible.
- Prevention of patient injuries is the greatest interaction between RM and QA.
Risk concept
- Risk: The probability of an adverse outcome that leads to a loss.
- Risk management: the process of identifying, analyzing, and neutralizing factors potentially resulting in financial loss to the practice, thereby improving quality of care.
Types of risks
- Speculative risk: Probability of gain and loss that is intended to provide patient benefits.
- Pure risk: Probability of loss only–primary focus of RM (e.g., hazardous practices.)
Potential compensable event (PCE)
Any event that may result in compensation to another party. Often described as a complaint, incident, or occurrence.
Risk identification
Risk identification: Discover potential areas of risks.
Risk management process- Chart reviews
Evaluating a department’s standard for documentation. Observing for key indicators.
Risk management process- Inspection of patient care areas.
Observe for safety hazards, noncompliance, and monitoring of patients.
Risk management process- Provider interviews
Heightens awareness of RM and assessing standard care.
Risk assessment
- How often has the even occurred?
- Are there any patterns of relationships that appear to be common?
- Severity: What is the potential level of financial loss?
- Highly frequent or severe events should take priority
Risk control- Four strategies
- Risk elimination
- Risk avoidance
- Risk retention
- Risk transfer
Risk control- Risk elimination
Risk elimination:
- Discontinue services creating the risk (e.g., high frequency/high-severity losses).
Risk control- Risk avoidance
Risk avoidance:
- Change factors creating the risk (e.g., behavior, facilities, policies, etc).
Risk control- Risk retention
Risk retention:
- Endure low frequency/low severity losses (e.g., lost patient property).
Risk control- Risk transfer
Risk transfer:
- Insure against low frequency/high severity losses (e.g., fire, malpractice). - Risks that are not eliminated or avoided are retained and financed if possible. Financing involves transferring the risk for financial loss to an insurance carrier.
Common control methods
- Staff education
- Patient education
- Patient representative: Valuable resource to address patient complaints, concerns, and suggestions.
Claims management
Clams management: Early identification, investigation, and resolutions of PCEs.
- Incident: Adverse outcome with no loss potential. - Investigation incident: Some loss potential. - Potential claim: Definite loss potential--investigation warranted. - Claim: Written demand for compensation--potential lawsuit. - Suit: Legal remediation
Establish claims file
Prepared when there is a possibility of loss, liability, or exposure.
Claims made policy
A claim to be covered must be submitted within the policy period even though the incident did not occur within the policy period–common HPL.
Occurrence policy
Coverage requires the incident to have occurred during the policy period even though the claim was filed outside the policy period–CGL and HPL.
Meetings management-
Maintain a calendar of all meetings scheduled identifying the topic, date, time, and place.
Meetings management- Rules of order
The manner in which meetings are conducted depends on the type of meeting and preferences of administrators.
Meetings management- Chairing/facilitating
The person chairing the meeting is responsible for ensuring that all facets of the process from planning to execution are effectively and efficiently carried out.
Meetings management- Scheduling
Factors to consider:
- Objectives of the meeting - Time, place, duration - Expected attendance - Refreshments
Meetings management- Agenda
Typed list identifying the items or topics to be discussed under each section of the rules of order.
Meetings management- Minutes
Record of the contents of a meeting.
