Change and Cultural Case Study 2

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Change and Culture Case Study II
Six months after the merger of Mercy Medical Hospitals and the Promedica Health Systems, the new administration initiated a significant reduction in workforce. The decision was made to redesign patient care delivery. The administration’s first job redesign recommendation was that of a universal worker. The universal worker would deliver many support services. Although this is not a fail proof system, the administration wanted other options to be considered as well. The term universal worker is used when a person is cross trained in many departments, and therefore has a little more assignment flexibility. They are often used in call centers and hospitals to alleviate staff shortages and provide better service without the difficulties of processing so many referrals or dealing with call transfers (webAnswers.com2010). Depending upon the setting, universal worker may be more beneficial. One area that would fall within this area would be assisted living facilities; some of which have been affected since the merger. While some assisted living facilities still operate within this model, the industry as a whole is moving toward a more holistic approach to care in which the universal worker attends to all the daily living needs of their residents: assistance with ADLs, meal service, light housekeeping, laundry, programming, etc. Rather than dealing with four or five different people to have their needs met, residents are able to relate to one or two staff members who actually know them and are familiar with their needs, their routines, their likes and dislikes. The result is care that is more personal, customized and consistent (Widdes, 1996). An additional benefit is increased efficiency in staffing, i.e., while the caregiver is assisting a resident with his bathing, dressing and so on, he or she may also be able to perform other duties, rather than having to call someone to dust off a countertop or clean a bathroom. Ultimately, this approach can result in increased staffing efficiencies. . The universal worker approach also seems to enhance job satisfaction. Feedback from the staff indicates that they enjoy being responsible for the resident as a whole rather than only one aspect of their care. It is a feeling that undoubtedly enhances the caregiver’s sense of job importance (Widdes, 1996). Training staff to assume responsibilities across departments and even more challenging, reshaping their attitudes and approach to care is an undertaking that requires a commitment to training, retraining and diligent follow up. It is imperative that management be very much in tune with this philosophy. Because this model often fails when implemented, there are only certain departments such as assisted living that the universal worker would actually be implemented in. For the majority of the facility, we would look at job redesign. In order for objectives to be achieved, thought needs to be given to other areas that will be impacted and may require changes to be implemented (An Organization Redesign Process). Other organizational systems that may be impacted by the introduction of a performance based reward system include: •The Information System How much information is given to team members, the speed at which they receive it and their ability to us the information to improve results. •The Training System- New skills training for employees may need to be implemented in order for them to be able to understand how to interpret information, training in new skills in order for the employees to do their jobs for effectively. •The Organization Structure- Departments may need to be integrated or roles significant changed. •Decision-making Systems – Consider changing the way decisions are made and the level at which they are made. Authority to decide might need to be taken down to lower levels so that employees are able to make decisions the enable them to more quickly influence or improve the results. •...
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