Question

You are the new healthcare manager at a medium-sized clinic. As part of getting to know the facility you installed a "Suggestion Box" in the breakroom, and on Friday afternoon of the first week you check it and find the following anonymous notes: - I know that the Joint Commission says we are not supposed to use certain abbreviations. I have reminded the doctor about this, but she still uses these in her EHR charting. Could we get into trouble for this? - Dr. X billed an office visit as a level III but there was only documentation for a lower level visit. I work in the billing office and I asked the office manager about it, and he told me to just send it in as it was since it was the doctor's duty to code his services. I think we could get into trouble for this. I sent it as it was, but I think I could lose my coding certification if we were audited. - I think we need more HIPAA training. Sally, the receptionist, was telling her friends in the elevator all about one of our patient's medical issues, who is a minister in her church. - Brian, the medical assistant, texts all the time during work hours, including sending selfies of himself and the patients. - Loretta tapes her password under her keyboard, by the way. These should give you some things to think about! 1. What would you do? 2. How would you incorporate your personal COMMUNICATION skills to handle these situations? 3. Do you think suggestion boxes are a good or bad tool for communication, and why?

Answer 1

Ans. 1. The course of action I would take is to frame the disciplinary policies first , that are required for the code of conduct of the clinic and would request everyone to follow it. Then I'll take up all the issues separately and try to delegate the appropriate tasks to my subordinates for solving each issue.

2. I'll try to communicate to the concerned parties about the issue raised in the suggestion box and would try to know the extent of the reality of the issue raised. This would help me in ensuring that effective steps are taken towards solving them.

3. Yes , I certainly think that suggestion boxes are good for communication because People of the organization don't feel hesitated or shy in dropping a suggestion because they don't have to reveal their identity. It leads to proper communication of concerns of the employees to the top management.

Best of Luck !! Keep Chegging !!