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business
total quality management

Questions and Answers of Total Quality Management

One suggestion from upper management was to prohibit providers from discussing billing with patients. Do you think this will improve patient satisfaction surrounding billing?
Is there a way for the clinic manager to approach this situation that will make both the providers and the supervisors feel comfortable with next steps?
How does the clinic make it clear to patients who have been given a commercial payor authorization, but have insufficient coverage for treatment, that they will be required to make out-of-pocket
Given the desire for growth of the specialty, what would the clinic’s next steps be to make this a reality?
How do you think the clinic can utilize a prior authorization structure similar to a commercial payor for financial stability?
Do you think it is possible to achieve the clinic’s financial goals while still making sure the clinic is accessible to all patients?
What do you think should be considered as a top priority for identifying a solution to this situation? Should the team focus on patient satisfaction or financial stability?
What type of communication or support needs to happen to support the solution?
What method would you use to improve leadership, teamwork, and clinical best practices to address the problem?
How can the leaders connect with their staff and emphasize relationships over tasks, yet recapture lost revenues?
What is the Triple Aim in health care? To meet the Triple Aim, how can the organization leaders improve documentation to lower costs? What would you propose to solve the issue? Can this issue be
Given the staff have worked diligently to use the newly implemented EHR, is this an appropriate time to ask for more documentation compliance?
What change management models can be used to support Lean methodologies? How can you use change management models to help the clinical staff prepare for more change improvements?
What are the elements of workflow analysis?
What are the elements of a high-reliability organization?
What are the elements of Lean Methodology, Lean Six Sigma, and PDSA (Plan, Do, Study, Act)?
What are three factors contributing to this problem?
Identify the main organizational problem in this case.
What is going on in this case?
Provide your reflections and personal opinions as well as your recommendations for addressing this problem.
Provide three possible solutions to the problem you identified.
What are three factors contributing to this problem?
Identify the main organizational problem in this case.
What is going on in this case?
Provide your reflections and personal opinions as well as your recommendations for addressing this problem.
Provide three possible solutions to the problem you identified.
What are three factors contributing to this problem?
Identify the main organizational problem in this case.
What is going on in this case?
Provide your reflections and personal opinions as well as your recommendations for addressing this problem.
Provide three possible solutions to the problem you identified.
What are three factors contributing to this problem?
Identify the main organizational problem in this case.
What is going on in this case?
Provide your reflections and personal opinions as well as your recommendations for addressing this problem.
Provide three possible solutions to the problem you identified.
What are three factors contributing to this problem?
Identify the main organizational problem in this case.
What is going on in this case?
Provide your reflections and personal opinions as well as your recommendations for addressing this problem.
Provide three possible solutions to the problem you identified.
What are three factors contributing to this problem?
Identify the main organizational problem in Part I of this case.
What is going on in Part I of this case?
What are potential barriers to implementing telehealth visits in this scenario? For the clinic? For the patients?
For which patients and for what type of appointments would you recommend implementing telehealth first?
In this scenario, how will you convince the owner that a new telehealth program can save the practice?
What are the current federal and state rules and regulations regarding telehealth?
Did you make any assumptions while reading this case regarding race, ethnicity, gender or gender identity, sexual orientation, socioeconomic status, culture, or other protected class? Were these
What type of training would you recommend for Jem and the staff?
What would have been a more appropriate way for Jem to manage the situation to decrease the risk of it escalating?
What cultural and procedural issues played a part in how this situation was managed?
What is the difference in the law as it applies to an emotional support dog and a service dog?
What are the applicable laws that apply to this scenario?
What barriers might you encounter throughout this process and what tools could you use to overcome them?
What steps do you recommend for building the case for standardization of the problem list in their EHR?
How can you and upper management effectively use change management practices to recommend standardization of the problem list in their EHR?
What is the importance of leveraging the problem list in an EHR?
What steps can be taken to ensure Tree’s team is able to manage the inevitable eventual return of normal operations?
If the Chief Financial Officer (CFO) came to Tree and indicated the staffing matrix (the grid used to determine how many staff are needed for a certain number of patients) would be changing, what are
What options are there to stave off layoffs?
How would you go about hitting a productive target in the setting of plummeting patient volumes?
What are some innovative ideas to preserve PTO, create engagement, and salvage associate satisfaction?
How would the organization measure the success of the integration of a new reporting system and just culture?
What is the roll out strategy for the reporting system in conjunction with the speak up safely/just culture plan?
What key technical components of the reporting system are essential to address the concerns of end users such as fear of reporting, lack of access, lack of feedback, etc.? For example, is the
When contemplating the integration of the reporting system, what is the structure of oversight, and what internal committees are necessary to ensure successful implementation of the system?
What type of leadership style do you think is best to address the issues and provide the training?
Why do you think staff feel uncomfortable speaking up, especially between job classes?
What does this case suggest about the culture in the hospital?
Janice wants to delve into understanding the feelings and opinions of staff before creating an action plan. To do this, she decides to do focus groups. Who should be invited to participate in the
What steps would you take as the DQ and ADCM next year when grant and state requirements are updated for health outcomes?
Do you think that the correct team was assembled for this project? Would you have made any changes to the team composition? Provide your rationale for your response.
Do you think the DQ and ADCM would have been successful with their improvement project without mentoring by the DPI?
Clinical leader/representative4.How would you have worked on any changes to the design after the event?
How would you define the roles of the following leaders/groups involved with this project?a. Associate Chief Operating Officerb. Architect Firmc. Construction Firm/Project Managerd. Lean Facilitator
From this case study, did the facilitation team follow the 3 Ps of a 3P project? Explain your rationale for this answer.
What opportunities and challenges do you see with bringing in another group (i.e., Lean Facilitators) to lead design of a new clinic?
What do Roberta and Fred do if Chris holds firm in his instructions, as this likely violates their standards of integrity?Does Roberta have any special responsibility toward Fred, as she is his
Consider the ethical implications. Essentially lying by making up the IDP is not only ethically questionable, but also extremely questionable that an upper level leader directs his subordinates to do
Consider the legal implications. Allison may sue the organization if they do not give her the rating she desires. But could the hospital get sued if other employees found out that management applies
Chris, the hospital’s leader, not only directs subordinates to do something ethically questionable but he keeps his own hands clean in doing so. How would a true leader, a servant leader worthy of
The options seem binary: give Allison what she wants, make up the IDP, and protect the organization, or hold firm and subject the managers and the hospital to a lawsuit. It’s your turn to think
Leadership is not just about leading down—it is also about leading up. Consider how Roberta can serve as an effective leader not just to Fred but to Chris as well.
Think about issues of equity. Even though it seems like no one would know, the truth has a way of coming out. What would happen if other employees discovered that management held them accountable to
What conditions in an organization might warrant a person to have an authoritarian leadership style? How about a democratic leadership style?
Are the changes taking place extreme or are they necessary to stabilize the medical center? What measures can be used to determine this?
Should the BOD do anything to intervene?
What can be done to ensure patients are not affected by the changes that are happening?
How does Mo, as the newly appointed department manager, become motivated to work effectively under these conditions?How does he motivate his employees when these significant changes are occurring?
Does the President of the Board of Directors have any role and responsibility in this case?
Are there cultural issues represented in this case? Why or why not?
What leadership skills would be beneficial in this situation?
How would you create organizational change in this fire department?
What are two organizational issues or behavioral problems this case represents?
If you were Rachel, how would you respond to the intervention?
What is happening in this situation?
If you were Monica, what might you have done differently?
If you were a manager at DSC, what would be your response to Monica’s specific concerns?
What do you consider minimally necessary responses and work adjustments for management given the significant issues presented by the pandemic?

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