Critical Thinking

Background

Sally, the new Vice President of Human Resources at Emmitsburg Dialysis Services (EDS), a five-unit dialysis unit, went on a learning expedition to determine the problems behind EDSs census (patient levels) decline; the objective was to use the data to craft a set of tactical and or strategic actions to improve EDSs situation going forward. Sally used patient and employee interviews, surveys, observations, and benchmark data to understand EDSs position in the marketplace. The data is presented in the case. The objective is for the student to determine and evaluate the options and make a recommendation(s) for action.

The case focuses on human resources management (HRM) and offers many directions that a student can take. Likewise, faculty also have the flexibility to direct the students toward a particular set of issues. The information below offers one approach out of many.

Major Problems and Secondary Issues

Major Problem #1: Benchmark companies are performing more effectively than EDS and EDSs Medicare star rating as a dialysis unit is 1 star out of 5. One is the lowest possible rating. Select issues from results:

Staff Survey

Ratings of supervisors, job satisfaction respect, and fairness are well below other averages of dialysis units in the industry.

Job security obtained the worst rating.

Working conditions are also a large problem.

Patient Survey

All survey ratings are lower than competitors in Maryland.

The lowest performance ratings were in the following categories: EDS staff ratings, care and operations.

Linkages between staff and patient surveys: job satisfaction, respect, fairness, job security and working conditions seem to be linked to the patient survey ratings of staff and management. All other patient ratings could be influenced by these variables.

Medicare rating: 1 star

Major Problem #2: HR policies and implementation:

The atmosphere is overly lax. Staff is listening to music and on their phone while caring for patients. HR policies do not exist, are not followed, or are not being enforced.

Major Problem #3: Lack of effective management and leadership:

A persistent comment is a leader does not care. If the manager can come and go as she pleases, then all supervisors feel empowered to do so as well.

Role

This is assigned as an individual project, the student will take on the role of Sally Thomas.

Provide below in detail a solution and recommendation after evaluation of the Organizational Strengths and Weaknesses.

Organizational Strengths and Weaknesses

Generally, the staff seems to be liked by the patients. Strength: The staff is friendly and comfortable with the patients a family atmosphere, albeit perhaps too much of a family atmosphere at times (i.e. overly comfortable).

Even with all the problems, management has set a direction for the company that 67% of employees seem to understand and are favorable towards Strength: May signal good communication and strategic abilities on the part of management.

The comfort level, at times, is excessive; the professionalism of the staff disappears when positive or negative emotions rise and/or conflicts occur. Weakness: There needs to be a balance between a comfortable atmosphere and a rigid atmosphere. Too comfortable and outbursts and party-like behavior prevails; too rigid and people are uncomfortable and feel restricted or confined. This can signal teamwork, leadership, and conflict management issues.

Management is lax in requiring staff to follow procedures. Weakness: General management and supervisor management (controls) and leadership capabilities.

There appears to be an undercurrent of racism. Weakness: This may indicate an organizational culture, leadership, and or HR policy weakness. Leaders have a wide-ranging impact on culture culture is derived from an aggregation of leader behaviors and decisions, including (1) their focus and what is measured or repetitively addressed; (2) the behaviors they model; (3) their response to serious existential issues; and (4) their selection and recruiting practices (Schneider, Ehrhart, & Macey, 2011).

The identified major problems and the corresponding strengths and weaknesses require additional investigation and research by Sally Thomas in order to confirm the depth of each issue. Once the issues are confirmed, then actions and solutions can be developed.