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MANAGERIAL EFFECTIVENESS
Human Behaviour in Organizations
Hanna Grace G. Olvido, RN
MAN III
Presentor
MANAGERIAL EFFECTIVENESS
• Delegation
• Control
• Decision Making
IMPORTANCE OF DELEGATIONManagerial effectiveness
IMPORTANCE OF DELEGATIONManagerial effectiveness
CASE STUDY:
• A Nurse Manager hires a nurse to work part-time
evenings and every other weekend on a 42 bed
medical/surgical unit. The Nurse has been out of school
for two years and this is her first job as a staff nurse in a
hospital setting, prior to this she worked in a physician's
office. Shortly after completing orientation the nurse was
assigned as the "charge nurse" for the next several
weekends. After the nurse's first weekend as "charge
nurse", the Nurse Manager receives the following
complaints:
IMPORTANCE OF DELEGATIONManagerial effectiveness
From other licensed staff:
• "It seems like she just picked out rooms to make the
assignments. She didn't listen to report first or check the
charge nurse report sheet. She didn't state any concerns
at that time and seemed more concerned about her own
patients and getting her medications out on time."
IMPORTANCE OF DELEGATIONManagerial effectiveness
From the Unlicensed Staff:
• "She asked me to do things I have never done before!
When she told me to hang the tube feeding, I said I can't
do that and she said JUST DO AS YOU ARE TOLD."
IMPORTANCE OF DELEGATIONManagerial effectiveness
From the Nurse:
• "I don't understand what the concern is? The tube
feeding is just putting fluid into a bag. In the doctor's
office, the assistants do all kinds of stuff, and besides I
had my own patients…what is the big deal?"
IMPORTANCE OF DELEGATIONManagerial effectiveness
Questions for Discussion:
• List 3 principles of delegation and supervision that were
violated in this situation?
• If you were working with this charge nurse what would
you have done?
IMPORTANCE OF CONTROLManagerial effectiveness
IMPORTANCE OF CONTROLManagerial effectiveness
CASE STUDY:
• Who?
• A large, acute-care, academic hospital with more than
600 beds, 1,000 physicians, and 2,000 nurses,
therapists, technologists, and support personnel, serving
more than 300,000 people from its surrounding urban
area, the United States, and the world.
IMPORTANCE OF CONTROLManagerial effectiveness
• What?
• The hospital implemented a successful quality
improvement (QI) intervention to improve the emotional
support offered by its registered nurses, nursing
assistants, and other nursing staff to adult medical and
surgical inpatients.
IMPORTANCE OF CONTROLManagerial effectiveness
• Why?
• Data indicated that the hospital’s nurses were not
offering optimal emotional support to patients and thus
were missing an opportunity to provide the best care,
boost the patient experience, and ensure the hospital’s
competitiveness with similar hospitals. The data came
from the Picker Hospital Survey (PHS), the hospital’s
own QI survey, hospital records of patient complaints,
and the “U.S. News and World Report” annual hospital
rankings.
IMPORTANCE OF CONTROLManagerial effectiveness
• When?
• A QI initiative began early in 2004 and developed into an
action plan with a full set of targeted activities by the end
of 2004. The first performance goals were reached in
late 2005, and QI was ongoing. Sustained improvements
were reached by the middle of 2006.
IMPORTANCE OF CONTROLManagerial effectiveness
• How?
• A hospital QI team used a six-step Plan-Do-Study-Act
process to identify the areas that needed improvement
and implement a multi-faceted strategy for improving the
emotional support offered to patients. This strategy
included actions for each of three sets of interventions:
strengthen focus on patient service, improve
communication with patients, and provide support to
staff.
IMPORTANCE OF CONTROLManagerial effectiveness
• So What?
• The emotional support offered to patients improved
steadily, and the hospital reached its goal of improving
the patient experience of care. As a result, the hospital’s
reputation in the community improved, market share was
maintained, nursing staff morale improved, and nursing
turnover and absenteeism declined.
IMPORTANCE OF CONTROLManagerial effectiveness
• This QI process yielded valuable lessons applicable to
QI efforts more broadly: use all available data to identify
specific problems, trends, causes, and actions for
improvement; align action plans with problem areas and
improvement goals; think system-wide; be open to
potential need for changes in organization, staffing and
processes; maintain leadership support, accountability,
and presence; communicate with and train management
and staff; monitor and refine the intervention during
implementation; continuously monitor indicators such as
CAHPS and other data to make sure improvements
stick; and celebrate successes.
IMPORTANCE OF CONTROLManagerial effectiveness
DECISION MAKING FOR MANAGERSManagerial effectiveness
DECISION MAKING FOR MANAGERSManagerial effectiveness
THANK YOU!