A healthcare manager needs to make an ACTION PLAN based on the feedback on employee. This employee whom is a medical assistant will need to have his probation extended due to performance issues

Feedback on Donald

• He does not pay attention during huddle and does not check the board assignments leaving other team members to have to consistently remind him to cover their lunch.
• After the morning huddle, he does not check the schedule to start bringing patients in. He is often found in the lunchroom drinking tea or coffee and sometimes making instant ramen.
• He does not check his email on a regular basis, often calling or texting to inquire where he is assigned to work.
• He was able to pass his competencies though it took him a long time to complete each task. Also, he is unable to multitask and manage a high-volume practice.
• He was caught napping by several staff members on a busy day. He never said he was feeling unwell at any time during the day.
• He was observed to be watching programs on his phone throughout the day while he's on duty.
• As a chaperon he still doesn't keep himself as visible as he should. Yes, on busier days that can be hard, but he needs to communicate where he is with staff.

Triage

• Donald is not focus, does not pay attention to the provider's schedule, oftentimes taking patients who are late rather than the patients who are on time. He is still very slow with his intake process. He often takes over 30 minutes to triage one patient. When team members/clinicians go look for him, he is often found chatting with patients in the room or lingering in the back or lunchroom. He often must be reminded to look at the schedule because patients are waiting. He is not paying attention to room assignments and has placed patients in other providers rooms without communication to the other team thereby slowing down other providers patient flow.
• Had to be told not to put visit in progress till the patient has been verified and is in the assigned room. He had multiple times label chart with room number and turn chart to "visit in progress" but did not actually take patient into room leaving the patient in the waiting area for prolonged periods. Clinical team will not know that patient is in waiting room till patient complains. This causes confusion amongst staff and providers, then having to adjust to see patients sooner.
• He is still unsure of common urological conditions, oftentimes does not perform bladder scan for patients with BPH or urinary complaints such as frequency, urgency and incontinence.
• He is not able to multitask with a heavy load of patients. He does not start the triage on the next patient while waiting for patient to give urine sample/PVR causing a backlog of patients waiting to be brought in. He will be assigned the lightest load of patients because he is unable to keep up the pace.
• If he is assigned 2 providers who have light schedules, he will forget about one of them and take care of the one with the least patients. Leaving other staff to cover for him or one of the nurses having to redirect him.
• He does not ask patients what medication they are taking or not taking and still documents in EPIC "medications reviewed".

Lab

• There are still issues in the lab with prioritizing and managing his time. If he is assigned to the lab, he waits till the end of the day to get some of his tasks done and ends up working an hour overtime. While he is covering the lab, he does not check lab schedule thereby leaving patient waiting for over 30 minutes until the other medical assistant returns from lunch. He also does not go cover the lab when assigned, often creating unnecessary friction with the other medical assistants having to either look for him to cover or leaving the lab without coverage many times.

Procedures

• He was trained for the procedures, but he is not ready to handle the procedures set up independently and assist physicians during the procedure. He is forgetful, not focus and scattered.During the training he did not take notes and he walked away to get tea when asked to continue with the training. He consistently requires redirection and monitoring to ensure tasks are completed in a timely manner. He is not a good candidate to assist with the procedures. He will required a long time handle the detail that it requires. If he is struggling at times in the lab, it will be the same with procedures.