WGU C429 Healthcare Operations
Management Latest 2022 Graded A
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. ✔✔Manager participation with Debriefing
Meeting with employees to understand their concerns ✔✔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 ✔✔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 ✔✔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 ✔✔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) ✔✔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 ✔✔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 ✔✔1. length of patient stay
2. readmission
Integrating family members of new staff into community ✔✔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 ✔✔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 ✔✔result of increased housekeeping staff
e.g. hospital is cited for poor sanitation and admin wants to improve patient outcomes
Management Latest 2022 Graded A
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. ✔✔Manager participation with Debriefing
Meeting with employees to understand their concerns ✔✔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 ✔✔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 ✔✔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 ✔✔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) ✔✔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 ✔✔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 ✔✔1. length of patient stay
2. readmission
Integrating family members of new staff into community ✔✔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 ✔✔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 ✔✔result of increased housekeeping staff
e.g. hospital is cited for poor sanitation and admin wants to improve patient outcomes
