C429 WGU HEALTHCARE OPERATIONS
MANAGEMENT KEY CONCEPTS
Accountability Hierarchy - Answers-a reporting path that allows each team to
communicate its needs to the larger organization and to ensure the governing board of
negotiated acceptance of goals.
Attending physicians - Answers-Physicians who have the privilege of using the hospital
for patient care and who are designated as the physician of record for particular patients
Benchmarking - Answers-Gathering data for your organization and comparing it with
data and rates from other organizations. This normally involves comparing your
organization's performance with national or local goals, percentile rankings, or other
local facilities.
Branding - Answers-Branding: A communitywide communication effort to convey the
mission and the competitive advantage of the organization (creating an image and
personality for your company/product)
Clinical performance - Answers-the degree to which clinical professionals and
healthcare organizations (HCOs) provide care that meets or exceeds the Institute of
Medicine (IOM) aims
Coaching - Answers-This occurs when a supervisor, manager, leader, or someone who
has a higher position in an organization takes time to instruct an individual regarding a
specific skill they should learn or sometimes a deficit they have.
Continuous quality improvement and peer review - Answers-Physicians who receive
privileges are expected to participate in the ongoing activities of the organization,
including developing protocols and providing assistance to other clinical professions.
They are also expected to participate in reviewing the quality of care of their peers (peer
review) and be the subject of such review. Privileges will be curtailed should the clinical
performance of the physician fail to meet the expectations of peers. Privileges can be
withdrawn for failing to participate in other activities as required by the bylaws.
Cobranding - Answers-is a marketing strategy that involves strategic alliance of multiple
brand names jointly used on single product or service. also called brand partnership, is
when two companies form an alliance to work together, creating marketing synergy.
Clinical practice guidelines - Answers-Systematically developed statements to assist
practitioner and patient decisions about appropriate healthcare for specific clinical
circumstances.
, Credentialing - Answers-The process of validating a professional's eligibility for medical
staff membership and/or privileges to be granted on the basis of academic preparation,
licensing, training, certifications, and performance
Eight steps for improving performance in an HCO - Answers-1. They restate and re-
commit to their mission, vision, and values. They use the visioning process to build
broad consensus on purposes. Dozens or hundreds of stakeholders participate in this
process. They come to express their opinions, but also come to understand the
meaning and support behind the words themselves.
2. The senior management team examines its own attitudes and behaviors and agrees
unanimously to the effort.
3. The governing board adopts the concepts of the reinvigorated vision and accepts the
challenge to move to excellence, recognizing that the changes will be profound. The
board sets milestones and anticipated completion dates.
4. The senior leaders begin to spread the new culture by changing their behavior to
reflect servant leadership.
5. As the senior leaders "cruise and connect," they seek ways to demonstrate the power
of a transformational culture and look for teams to help with pilots and demonstration
sites.
6. The success of pilots and demonstrations is widely celebrated and used to show the
nature of the new culture and the HCO's commitment to it.
7. Mentoring, modeling, and training are used to develop managers into leaders.
8. The operational foundation and strategic protections are developed to support
continuous improvement and evidence-based management
Effective healthcare leadership is achieved by focusing on: - Answers-Stakeholder
needs
Patient-centered culture
Goals and benchmarks
Credentials Committee - Answers-first of several steps beyond specialty review to
ensure objectivity and equity in the process. The ideal member of this committee
possesses the attributes of a good judge: He or she is patient, consistent, thorough,
factual, and considerate.
branding function - Answers-maintains the overall reputation or image of the
organization so that it remains attractive to most members of the community at large
Bylaws - Answers-mutually acceptable rules and regulations
These define the physicians' rights to participate in the organization and provide care as
part of the organization, the obligation to ensure quality and economy of care to their
own patients, and the obligation to participate in educational and quality improvement
activities. They may also define rules for compensation.
MANAGEMENT KEY CONCEPTS
Accountability Hierarchy - Answers-a reporting path that allows each team to
communicate its needs to the larger organization and to ensure the governing board of
negotiated acceptance of goals.
Attending physicians - Answers-Physicians who have the privilege of using the hospital
for patient care and who are designated as the physician of record for particular patients
Benchmarking - Answers-Gathering data for your organization and comparing it with
data and rates from other organizations. This normally involves comparing your
organization's performance with national or local goals, percentile rankings, or other
local facilities.
Branding - Answers-Branding: A communitywide communication effort to convey the
mission and the competitive advantage of the organization (creating an image and
personality for your company/product)
Clinical performance - Answers-the degree to which clinical professionals and
healthcare organizations (HCOs) provide care that meets or exceeds the Institute of
Medicine (IOM) aims
Coaching - Answers-This occurs when a supervisor, manager, leader, or someone who
has a higher position in an organization takes time to instruct an individual regarding a
specific skill they should learn or sometimes a deficit they have.
Continuous quality improvement and peer review - Answers-Physicians who receive
privileges are expected to participate in the ongoing activities of the organization,
including developing protocols and providing assistance to other clinical professions.
They are also expected to participate in reviewing the quality of care of their peers (peer
review) and be the subject of such review. Privileges will be curtailed should the clinical
performance of the physician fail to meet the expectations of peers. Privileges can be
withdrawn for failing to participate in other activities as required by the bylaws.
Cobranding - Answers-is a marketing strategy that involves strategic alliance of multiple
brand names jointly used on single product or service. also called brand partnership, is
when two companies form an alliance to work together, creating marketing synergy.
Clinical practice guidelines - Answers-Systematically developed statements to assist
practitioner and patient decisions about appropriate healthcare for specific clinical
circumstances.
, Credentialing - Answers-The process of validating a professional's eligibility for medical
staff membership and/or privileges to be granted on the basis of academic preparation,
licensing, training, certifications, and performance
Eight steps for improving performance in an HCO - Answers-1. They restate and re-
commit to their mission, vision, and values. They use the visioning process to build
broad consensus on purposes. Dozens or hundreds of stakeholders participate in this
process. They come to express their opinions, but also come to understand the
meaning and support behind the words themselves.
2. The senior management team examines its own attitudes and behaviors and agrees
unanimously to the effort.
3. The governing board adopts the concepts of the reinvigorated vision and accepts the
challenge to move to excellence, recognizing that the changes will be profound. The
board sets milestones and anticipated completion dates.
4. The senior leaders begin to spread the new culture by changing their behavior to
reflect servant leadership.
5. As the senior leaders "cruise and connect," they seek ways to demonstrate the power
of a transformational culture and look for teams to help with pilots and demonstration
sites.
6. The success of pilots and demonstrations is widely celebrated and used to show the
nature of the new culture and the HCO's commitment to it.
7. Mentoring, modeling, and training are used to develop managers into leaders.
8. The operational foundation and strategic protections are developed to support
continuous improvement and evidence-based management
Effective healthcare leadership is achieved by focusing on: - Answers-Stakeholder
needs
Patient-centered culture
Goals and benchmarks
Credentials Committee - Answers-first of several steps beyond specialty review to
ensure objectivity and equity in the process. The ideal member of this committee
possesses the attributes of a good judge: He or she is patient, consistent, thorough,
factual, and considerate.
branding function - Answers-maintains the overall reputation or image of the
organization so that it remains attractive to most members of the community at large
Bylaws - Answers-mutually acceptable rules and regulations
These define the physicians' rights to participate in the organization and provide care as
part of the organization, the obligation to ensure quality and economy of care to their
own patients, and the obligation to participate in educational and quality improvement
activities. They may also define rules for compensation.
