Question

Textbook: Management of Healthcare Organizations (3rd Edition) by Peter C Olden

Managing the Patient Experience case found on pp. 420-422 in your text. Answer fully the following question (p.128, Q.2), " Explain how various coordination methods from this chapter (5) could be used to coordinate patient experience work at Academic Medical Center ".

Answer 1

There are multiple coordination methods Bryce could use to implement his plan of action for the Patient Expectation of Inpatient Care curriculum.

1. Vertical Coordination: Bryce was aware of the issue presented in patient satisfaction working as middle management of AMC’s Department of Patient Experience. Now that he has been appointed Chief Experience Officer, he has to settle the issue even further. Bryce now has the authority to express his concerns directly to the chain of command and work his way up the hierarchy to have his plan implemented.

2. Horizontal Coordination: With Bryce being in a new, higher position of power. He is now able to coordinate with other departments of the AMC healthcare system. Working with a liaison from another department of the organization can assist in implementing his goals. The liaison can particularly present a perspective from their department to coordinate a common goal for Bryce’s plan.

3. Diagonal Coordination: Bryce can consult with both structures of the organization which would include the hierarchy of the hospital and the departments of the hospital. Sharing resources between departments can be vital throughout this coordination method. With the diagonal method of coordination, Bryce can involve all levels of supervisors, subordinates, and nurses to exchange information to properly set this plan in motion.

4. External Coordination:

Since the AMC is an open system. Bryce can outsource other organizations to coordinate with in order to carry out his plan for a better patient experience. Bryce could exchange information with task forces, councils, and other groups. The task force could be set in place temporarily to provide a service to the organization. Teams, Committees, and Councils could be set permanently to implement Bryce’s goal.

All of these coordination methods can work in Bryce’s plan for properly managing patient care. However, I find the horizontal method to be the most effective method of coordination due to the extent of the matter. Consulting with the upper echelon of management and seeking information from other departments can aid in implementing the common goal. Properly scheduling meetings with the HCOs stakeholders, department heads, and healthcare management will effectively resolve the issue to get the entire facility involved.