Healthcare Operations Management - C429 2022/2023

Stakeholders Healthcare leaders must respond to the needs of ______ fairly, consistently and quickly to avoid conflict and ensure that the organization meets their interests. patient Leaders must facilitate the building of a culture that encourages staff to consider the _____ perspective. goals Leaders should set realistic, achievable ____ and benchmarks for quality of care, patient satisfaction, and staff satisfaction. Healthcare Organization technology community The HCO (______ _________) is : a 24/7/365 operation. up to date with the latest changes, practices and ______. adjusts to _______ needs. Accountability Hierarchy A reporting path that allows each team to communicate its needs to the larger organization and to ensure the governing board of negotiated acceptance of goals. Operational Leadership Helps determine the need for change within the healthcare organization. Purpose is to sustain an infrastructure to ensure that the HCO's array of services is effectively designed, aligned, integrated, and continuously improved. Boundary Spanning Monitor all external stakeholder groups to identify changes in their needs and desires Forecast patient needs to plan staffing and facilities Service Lines Operating units designed around patient-focused care for related disease groups and similar medical specialties Governing Board (board of trustees) The purpose of the _______ ________ of a well-managed HCO is to create and maintain a foundation for relationships among the stakeholders that identifies and implements their wishes as effectively as possible. To set corporate goals, monitor progress and strategic protection, and make strategic decisions. Control Comparability Profitability To be successful, accountability (for senior management) must pass three tests: _________. Operational scorecard performance should equal or exceed negotiated goals. In units large enough to have strategic scorecards, senior leaders are collectively accountable for strategic performance. _________. The organization's scorecard values should be less than the values in alternative sources for the product or service, and should be acceptably close to benchmark or best-practice values. _________. At the level of aggregation at which revenue is received, expenditures should equal the amount paid minus an allowance for funding the long-run strategic goals of the organization. HCO (Healthcare Organizations) Community hospitals, medical practices and specialty providers are all traditional types of _____ Trustees Members of the governing board of not-for-profit HCOs who volunteer their time to the organization; their only compensation is the satisfaction they achieve from their work. The title reflects their acceptance of the assets in trust for the community; also may be called directors Long-range financial plan (LRFP) An ongoing projection of financial position showing earnings, debt, and capitalization for at least the next seven years managerial Board members should be able to make the challenging and sophisticated decisions required in the five ______ functions. Familiarity with the community Familiarity with business decisions Available time A record of success Reputation Ad Hoc Committee A committee formed to address a specific purpose, for a specified time period Standing Committee A permanent committee established in the bylaws of the corporation or similar basic documents Governance Bylaws A corporate document that specifies quorum rules of order, duties of standing committees and officers, and other procedures for the conduct of business HCAHPS (the Hospital Consumer Assessment of Healthcare Providers and Systems) ________ is a patient satisfaction survey required by CMS (the Centers for Medicare and Medicaid Services) for all hospitals in the United States. The Survey is for adult inpatients, excluding psychiatric patients. he intent of the _______ initiative is to provide a standardized survey instrument and data collection methodology for measuring patients' perspectives on hospital care. managers It is critical for managers to understand the board's role: Governance and management: The board seeks information from _______, and they are responsible for implementing the board's decisions. not for profit In _________ organizations, the governing board's main goal is for the organization to meet the mission statement, which is typically aimed at improving the health of the community the organization serves. The board does not have the responsibility to ensure that stakeholders get the benefit of their investment. for profit The governing board in a ______ organization has the responsibility of ensuring that stakeholders and investors are getting the most out of their investments and that the organization is financially successful. This often means that for-profit organizations track and manage their budget very closely, allowing more resources to be allocated toward patient care. Institute of Medicine A nonprofit organization established in 1970 as a component of the US National Academy of Sciences that works outside the framework of government to provide evidence-based research and recommendations for public health and science policy. Abbreviated IOM. performance Clinical _____ is the degree to which clinical professionals and healthcare organizations (HCOs) provide care that meets or exceeds the Institute of Medicine (IOM) aims.