Question

Read the case study, then answer the questions that follow.

Kaveh works as a practice manager at a general medical practice. Kaveh has noticed that in the past six months the reception workers at the practice have been reporting a significant increase in calls relating to clarifying appointment times or rescheduling missed appointments.

Kaveh discusses the issue with Zoey and Alfred, the owners of the practice, who suggest that the practice switches to a new appointment management system that can generate appointment letters and send automated appointment reminder text messages to mobile phones.

Zoey and Alfred put Kaveh in charge of consulting with the reception workers and implementing the new system.

1. What factors need to be present in Kaveh’s workplace in order for the workers to accept the proposed improvement?
2. What are some methods that Kaveh can use to identify barriers to the new appointment management system?
3. What are the ways that Kaveh could promote and model the improved work practices and procedures?

Share your answers with other students. You will see other student answers after you submit your own answers.

Answer 1

For workers proposed improvement, it needs constant planning and development. this process determines the long term program, aim, select course of action initiation. As a practice manager planning can design the future and implement success. provide training to achieve the necessary changes. effective communication important during changes, empower the goal, provide positive reinforcement.
Identify the gap and barrier to implement the changes. talk to the key person with a specific understanding of the situation, knowledge, skills, authority through the regular meetings. observe the clinical current practice by observing individual behaviors. ask questions to groups and encourage responses and groups to share their idea and thoughts.
Technology adoption, open-access scheduling to get a same-day appointment, making call center more available for appointment schedule process can promote work practice and procedure and help implement the new system.