Controlling Functions: Recognizing Mistakes The basic control process involves three cyclic phases: establishing standards, measuring performance, and correcting deviations. Review the following scenario where the controlling process was unsuccessful and then respond to the questions. Scenario \#1 A continuing care facility streamlined various services to save on expenses. A reduced maintenance personnel crew was reassigned to one central location and all requests were processed through an outsourced online/telephone service. The outcomes included the following: (1) Response time for maintenance requests increased from 2 hours to 2 days (2) Transportation delivered patients to their appointments one hour early and the waiting rooms became overcrowded quickly. Questions: a. Which of the three control process phases was at fault? Scenario \#2 Adequate controls rely on several important features. Control systems must be - Timely - Economical - Comprehensive - Specific - Appropriate - Objective - Understandable Which control feature is missing from the following scenarios? a. Patients with repeat visits to the clinic keep receiving bills with coding error. Missing feature b. Physicians in a small, local primary care practice are complaining that their practices are being compared to benchmarks and standards appropriate for much larger practices with more resources Missing feature _ c. A care coordinator who works in a rural area and travels many miles between home visits, receives a report notification that she needs to increase the number of visits per day. Missing feature . Disciplinary Actions Management of any group requires guidance with reasonable standards of conduct, work rules and enforcing work rules. There are many levels of disciplinary action for correction of behavior. The levels generally include: - Counseling - oral warning - written warning - suspension. Review the scenarios below and then select the appropriate type of disciplinary response. a. A few weeks ago, you noticed that a junior employee, Katie, was not at her desk 10 minutes after starting time. Today, when you walk into the unit, you ask where is Katie? A co-worker says that she has been having car trouble lately. Disciplinary action . b. A month has past, and the same situation seems to be occurring and the lateness is now more than 1/2 hour each day. What is your next step? Disciplinary action . c. You walk out in the hall to see a group of co-workers huddled around Alyssa. She is crying and you notice a bright red mark on her face and several co-workers say they witnessed a senior nurse Cathy slap Alyssa. You immediately get Alyssa medical attention and report to your superiors. Disciplinary action