Question
Argosy Medical Centre, a 400bed critical care facility located in the Northeast, has been in operation for more than 18 years. Its mission statement is
Argosy Medical Centre, a 400bed critical care facility located in the Northeast, has been in operation for
more than 18 years. Its mission statement is to provide quality healthcare services with the highest
standard of excellence from employees who are dedicated to caring and patient satisfaction. At one time,
staff was really excited to be part of the Argosy family, and the patients noticed this attitude and
enthusiasm. Argosy became the hospital of choice because the patients felt that the staff really cared
about them, which made the patient experience positive regardless of their health status. Patient exit
surveys were excellent, and patients frequently wrote glowing comments about the staff's genuine
concern and about what a wonderful employer the hospital must be to have such a dedicated workforce.
In the last couple of years, however, the employees seem to have lost their passion.
This has resulted in higher patient complaints of poor customer service. Management has attributed this
deteriorated employee attitude to higher workloads and burnout. Training was instituted. Employees are
required to attend a refresher course, every year, in an effort to keep them motivated and in tune with
the hospital mission and to reenergize them about the workplace. The course includes a review of the
hospital values, mission, and standards of service that everyone is expected to follow. Because the course
is only for one hour, participants do not get to interact, ask questions, or give feedback afterward. In fact,
since the refresher course was implemented, employees have not been surveyed to get their feedback or
insights. Because the staffs are constantly busy, they have had no opportunity to talk among themselves,
with their managers, or in focus groups about the decline in employee morale and the poor customer
service. Everyone knows the problem is there, but no time has been put aside to address it, other than an
organizational reminder to give good customer service regardless of the situation. Argosy's chief
executive officer (CEO) has summoned you, the director of the OD department, to come up with a way to
address the problem that is affecting the hospital bottom line, not to mention the increased employee
turnover and absenteeism.
Case Study Questions:
1. What interventions would you recommend? Come up with at least two options.
2. Defend your preferred option to the CEO and include a timeline for your plan
Step by Step Solution
There are 3 Steps involved in it
Step: 1
Get Instant Access to Expert-Tailored Solutions
See step-by-step solutions with expert insights and AI powered tools for academic success
Step: 2
Step: 3
Ace Your Homework with AI
Get the answers you need in no time with our AI-driven, step-by-step assistance
Get Started