Table of Contents
Instructions
Assignment 1-Case Study
Complete the questions at the end of case study in Chapter 11: The Quiet Bunch
Assignment 2- Building an Effective Team
You are the manager of the outpatient lab department of the hospital. Patient satisfaction has been in the teens of national percentiles for the past year. Your vice president has been pressuring you to get the numbers up.
The lowest individual question scores are:
1. Skill of technician
2. Waiting time for testing
3. Courteousness of technician
The staff don’t really interact much, and it shows. There are 3 lab techs and an outpatient coder in the area. The coders main function is to code charts, but can help with orders and call offices. They don’t use her often enough and make calls to offices for diagnosis clarification on their own.
How would you build up this group of independent lab techs into a well functioning team?
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