Strayer University Customer Liaisons Helping or Hurting Case Study Paper

User Generated

Zcuvyy34

Health Medical

Strayer University

Description

Please use Children's Hospital of Philadelphia

Review the Case Study “Are Our Customer Liaisons Helping or Hurting,” published by Harvard Business Review at https://hbr.org/2017/10/case-study-are-our-customer-liaisons-helping-or-hurting

Use the health care organization that you selected previously (Children's Hospital of Philadelphia). You are the administrator and you’ve established a new liaison position called the Patient Care Executive (PCE). The concept was meant to be a win-win: patients and their families would get a better, more personalized hospital experience, while doctors could spend less time managing patients and more time practicing medicine. Customer satisfaction scores, patient retention, and referrals are all up, but the doctors have been complaining that the PCEs are incompetent and intrusive. The CEO has gotten wind that the PCEs are a factor in the hospital’s high doctor turnover and is trying to decide whether to get rid of the role altogether.

Your first step in evaluating the position of your organization will be conducting an environmental analysis. The purpose of this is to determine your organization’s ability to continue to provide quality care and remain financially solvent in the face of these challenges.

Write a six to eight (6-8) page paper in which you:

  1. Determine two (2) specific forces in the external environment that will have the most impact on your organization. Provide a rationale for your decision.
  2. Determine two (2) specific internal factors that the organization’s leaders need to consider in preparing for the future of health care and the future of the organization. Provide a rationale for your decision
  3. Discuss the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy.
  4. Recommend one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan of this new concept.
  5. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and similar websites do not qualify as academic resources.

Your assignment must follow these formatting requirements:

  • Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; citations and references must follow APA or school-specific format. Check with your professor for any additional instructions.
  • Include a cover page containing the title of your paper, your name, the course number and course title, your professor’s name, the university’s name, and the date. The cover page and the reference page are not included in the required assignment page length.

The specific course learning outcomes associated with this assignment are:

  • Differentiate between strategic management, strategic thinking, strategic planning, and managing strategic momentum.
  • Analyze the significance of the external environment’s impact on health care organizations.
  • Examine the role of internal environmental analysis in identifying the basis for sustained competitive advantage.
  • Use technology and information resources to research issues in the strategic management of health care organizations.
  • Write clearly and concisely about strategic management of health care organizations using proper writing mechanics.

User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Explanation & Answer

Attached.

Running head: ARE OUR CUSTOMER LIAISONS HELPING OR HURTING?

Are Our Customer Liaisons Helping or Hurting?

Student’s name:
Institutional affiliation:

1

ARE OUR CUSTOMER LIAISONS HELPING OR HURTING?

2

Are Our Customer Liaisons Helping or Hurting?
1. Determine two (2) specific forces in the external environment that will have the most
impact on your organization. Provide a rationale for your decision.
The external environment plays a critical role in shaping organizational policies and
decisions. One core external factor that might challenge the smooth operations of Children's
Hospital of Philadelphia is patient cooperation (Children's Hospital of Philadelphia, 2011).
Patients are both a liability and an advantage. Encounter with non-cooperative patients can prove
disastrous to an organization if the patient’s state worsens or the patient dies while undergoing
medication. Such instances can easily occur if the patient is non cooperative and does not follow
the physician’s prescriptions as required. Occurrence of such incidences can taint the reputation
of the organization negatively. It is thus a critical external factor that could require the
intervention of the patient care executives (PCE) to guarantee that the patient complies with
given prescription and physician guidelines. Extreme cases of such instances usually leads to
lengthy and costly court proceedings, which necessitates that such patients are handled carefully.
There is need to ensure that the physician has good relations as well as communication with the
family of the patient. This ensures that there is goodwill from both sides, encouraging a seamless
and cooperative relationship. There is need to ensure that both parties – the patient and the
family understand the major medical decisions made as well as their underpinning arguments.
Establishing healthy relations with the family of the patient and the patient alike assures one that
there is understanding that encourages cooperation. Openness is another key value that will
enhance cooperation of patients.
Another possible external factor that might burden Children's Hospital of Philadelphia is
government policies (Children's Hospital of Philadelphia, 2011). Government policies have great

ARE OUR CUSTOMER LIAISONS HELPING OR HURTING?

3

impact on any organization. Changes in employment laws, physician licensure policies, hospital
licensure policies, and such areas would ultimately impact the organization. Although changes in
government policy is rare due to standardization of policies, such changes can have profound
effect on the organization. Changes in licensure terms could cause a shortage in the supply of
caregivers at the hospital, which can have grave consequences on care quality and care delivery
process (Mosadeghrad, 2014). Similarly, changes in laws concerning care delivery standards and
quality could impact the care delivery process.
2. Determine two (2) specific internal factors that the organization’s leaders need to
consider in preparing for the future of health care and the future of the organization.
Provide a rationale for your decision
One of the key internal factors that is set to challenge the leadership of the organization is
resources and facilities. Resources and facilities are usually scarce in society and requires that
the top management equips their hospital as required to guarantee that all services can be
administered without challenges. Human resources are the most challenging to find due to the
shortage of qualified medical practitioners around the globe. Although the Children's Hospital of
Philadelphia has a good balance in the number of caregivers available and the number of patients
served, this is a possible internal issue in the organization (Children's Hospital of Philadelphia,
2011). Apart from that, skills and expertise is another thing that challenges the organization.
There is need to expose physicians to training and talent advancement courses to ensure that they
are able to deliver services without challenges. Facilities are another core challenge at Children's
Hospital of Philadelphia. Like any other organization, Children's Hospital of Philadelphia has
challenges in funding to equip their research facilities at the Center for Childhood Cancer
research facility. Equipment and resources are key in pushing forward the objectives of any

ARE OUR CUSTOMER LIAISONS HELPING OR HURTING?

4

organization. This is the same case with Children's Hospital of Philadelphia which requires
funding to guarantee that the institution will remain vibrant and helpful in innovating new
findings for a better future of many suffering children.
Another core internal challenge at the organization is physician motivation and
satisfaction. Employee motivation is a critical phenomenon for many organizations and
continues to challenge the achievement of organizational objectives and goals. At Children's
Hospital of Philadelphia, there is need to have employee motivation programs to encourage
employee motivation (Children's Hospital of Philadelphia, 2011). Considering the nature of the
work of caregivers, there is need to have conducive work environments at Children's Hospital of
Philadelphia to guarantee that caregivers will be motivated to offer their best service to children.
Satisfaction in terms of job scheduling, work environment, and employee welfare issues is a
challenge at the organization and there is need to improve in such areas (Mosadeghrad, 2014).
Offering training, leadership opportunities, and education improvement opportunities could help
to encourage employee motivation and job satisfaction.
3. Discuss the impact of both the identified internal and external forces on the
organization’s ability to develop a competitive strategy.
Internal and external forces have incredible impact on an organization. These factors
determine and shape organizational decisions and planning. Changes in the aforementioned
internal or external forces would necessitate policy change to ensure that the organization is
aligned with the new policies, which affects service delivery.
4. Recommend one (1) strategy that involves the PCEs and maintaining the momentum of
the strategic plan of this new concept.

ARE OUR CUSTOMER LIAISONS HELPING OR HURTING?
Although the patient care executives (PCE) can be beneficial to an organization, there...


Anonymous
Just what I needed…Fantastic!

Studypool
4.7
Indeed
4.5
Sitejabber
4.4

Similar Content

Related Tags