You are required to design a performance management and review process (system) for the role of a medical receptionist at your practice.  Produce a copy of the process and any supporting documents to this assessment.

Things to consider when developing your performance management and review process:

• Self-assessment ability (for your team to conduct a self-assessment)
• 360 feedback ability
• A section to document areas of improvement
• A section that provides an action plan to address areas the areas of improvement

 

Step 2

Once you have developed the performance management and review process, you are required to train at least two other receptionists on how to use the process. This could be done by you sitting down and showing them the process, explaining how and when to complete the documents. Show evidence by your manager verification (for instance an email from your manager confirming that you have completed this task)

 

Step 3

Using the work plan you developed above complete the following:

• Select one of the medical receptionist and conduct a performance review on her using your performance management process that you have developed - do not use her real name.

Step 4

• Select 2 areas of improvement that you uncovered from your performance management process, and in your developed performance review process:
  • Develop an action plan to address each area, which must include the following:
    • Training required
    • Coaching - how and by whom?
    • Support services - what type of support will they need?
  • Explain how HR involvement be able to assist you

Step 5

In the section below:

• Explain how you will monitor the process you have developed in Step 4, and review the receptionist's performance, so that you can give ongoing feedback.
• Explain the methods you will use to reinforce "excellence in performance"

 

In this section using the information from above, produce a report on Steps 1 to 6. 

 

1. Who did you consult when developing your process?
2. Explain what was involved with training your participants.
3. How often do you expect performance management, feedback and review to be conducted?
4. Describe an example of a time where a staff member has required monitoring, review and feedback on a continual basis; e.g. a new team member, a team member with a performance problem, a team member who was learning a new task.
5. Discuss a time where you have provided coaching or training to another team member. Why is it beneficial to reinforce excellence during the feedback process at this time? 
6. Why should informal feedback be given to staff on a regular basis?

Explain where (and why) you would keep records of your new performance management and review process and supporting documents.