Term Paper on "Compensation and Benefit"

Term Paper 5 pages (2024 words) Sources: 5

[EXCERPT] . . . .

Health Care Facility

Labor relations are a very contentious issue in the presences of a severe economic depression. Although aspects of the overall economy are getting better, nearly one in 12 individuals is still unemployed. Furthermore, many of these individuals have families and other obligations that need to be attended to even in the midst of unemployment. To prevent such an occurrence, many employees join unions designed to protect the group in case such an occurrence arises. These unions can be very powerful and demanding on the industries in which they work. As Vice President of human relations I would first do all that I can to mitigate the influence of unions on my facility. To do this I would first leverage technology to help make employee processes more efficient. By making the process more efficient, customer satisfaction will increase. As it becomes easier to service customers, employees will have an easier time doing their daily activities. I would also change the facility focus to that of customer service. As customer service becomes more efficient, it will be easier for employees to provide extreme service. Many in the profession work to help those in need. By effectively training these individuals on how to do so, employee moral will increase.

Technology has now become a euphemism for the information age. As individuals, information rarely escapes our grasp as now anybody can have access to its vast array of knowledge. More importantly, in the midst of our global society, technology has a profound role on our nation's ability to participate in a more competitive environment. As the age old adage states, "Knowledge is power," and in many instances this statement is correct. Information allows individuals to make better informed decisions regarding projects that can have grave implications on society if the solution is incorrect. Further, information allows more convenience in regards to access and search of particular concepts. Technology allows humans to live longer while allowing them to live more productive lives. The benefits that technology derives are as difficult to enumerate as they are to fully comprehend. As Vice President of a large health care system, I would fist leverage the benefits of technology within my facility. One such method is through the use of informatics.

In our current economic condition, efficiency with both federal and private funds is absolutely essential. The flow of excess capital and the days of arbitrary spending have abated to a mere trickle. Many individuals question the integrity of not only the financial markets, but those of the medical industry as well. Practices such as patient dumping and refusal of care have become as ubiquitous as they are unethical. I believe it essential to determine the merits of such a system in an effort to steer the medical profession in the correct path (Charles Maynard, 2004, p.4). It is my belief, through this research, that the Vice President can potentially point others in the correct methods in which to make informatics both practical and efficient for the patient. Informatics does indeed improve health. I believe we should encourage and cultivate a rapid acceptance.

What is informatics and how can the Vice President use it within the company? Informatics is the use of information systems to improve efficiencies within a corporation. Since its inception in 1949, informatics has grown exponentially to encompass a broad array of clinical services designed to aid the consumer in areas such as patient records, data processing, and so forth. As of today, the field is continuing to grow, with the International Medical Informatics Association at the forefront of this growth. One such application of this process I would mimic is that of the VA hospital. Currently they use a system called Vista. This system has allowed the VA to dramatically improve efficiencies which directly transfer to better customer service and cost savings.

The VA currently has the largest enterprise-wide health information system in the United States. As the largest enterprise wide health information system Vista helps more people per dollar invested in the system. This is otherwise known as "economies of scale." Because of this phenomenon, the VA can service more people for less absolute dollars, thus justifying its costs (Oosteoarthritis and Cartilage, 2010, p. 4). As such Vista provides care to over 4 million veterans within over 1000 facilities. The Vista electronic medical records system alone is estimated to improve efficiency by 6% per year which translates into very large cost savings (Journal of rehabilitation and development, 2002, p.6). As Vice President, I would implement a similar system within our facilities to help further our efficiencies.

These increased efficiencies achieved in the VA could also occur within the Vice Presidents medical center. The system can help provide better labor relations in all spectrums of business. Employees will not be disgruntled with out of date technology that makes their job more difficult. They will be better able to conduct their job in an effective manner due the efficiencies of the system as well. Employees will be better able to deal with customers as the accuracy of patient records is improved. Employees will interact with happier customers who are served in a timely manner due to the system. Employees will be better able to help cure more patients as wait times and congestion are reduced due in part to the system. Finally, employees will have the opportunity and experience to contribute to a culture change with in the company as a whole in regards to information systems. All of which helps improve employee relations

Secondly, I would change the manner in which the facility provides customer service. I would emphasize the use of relationship building with our customer and clients. It is important from a business standpoint to continually improve the level of service that is provided to each prospective client. I believe it prudent to analyze the retail industry to obtain relevant information about customer service and its subsequent improvement. The retail industry is predicated on customer service. Companies can lose vital market share if that do not listen to customer demands and react quickly to changing consumer sentiments. This does not improve employee relations as employee will be fired! As such, I believe the industry could provide the framework for our facilities customer service initiative. Below is the framework I would use for the heath care facility. This framework is not of my own but instead is combination of initiatives from successful retail franchises such as JC Penny and Macy's.

Here as well, employee relations will be enhanced. First the employee is learning a new skill set that can be used in jobs outside of the health profession. Employees are better able to work with customers thus decreasing the misunderstanding that arise within the work environment. Employees will also be better equipped to deal with problems as they arise and will be empowered to solve them. All of these reasons not only increase employee relations, but also improve the facility overall.

Customer Service Framework

1) Meet and make a connection- it is important in the health care profession to treat everyone equally. To increase customer service we must first connect with everyone who walks into the facility. As such, it is important to make clients and customer feel welcome by supporting them with the health needs.

2) Ask question and listen to the customer requests intently- Every customer or client is different and therefore will require personalized service to meet their needs. By asking questions, the facility can provide better service to help clients with their health issues in a more efficient manner.

3) Inspire individuals to act with pertinent information regarding their needs- Many health care decisions are difficult for all parties involved. It is important to for our employees to provide consistent and pertinent information for the customer in an effort to provide the best customer service. Communication is imperative in many respects as individuals seek closure within the context of an uncertain world. Nurses help to facilitate a healthy exchange of both concepts and notions to an already emotional individual. This is quite important as the nurse can help guide decisions that will ultimately be precursors to very contentious decisions on the part of the care giver. Furthermore, communication is important within the context of the information age we are currently experiencing. Nurses provide truth and clarity, when on many occasions, the information individuals garner is far from the truth.

4) Gather as much information about the client as needed- Information is important as evidenced from the section above. By leveraging our informatics system with that of our customer service initiative, we can gather as much information from the customer as possible. This information can help our facility cater products and services to better cater to our market demographic. if, for example, it is determined that our market is highly susceptible to teen pregnancy, we can create the products and services to help abate or diminish its effect on the community. This can be done through increase awareness,… READ MORE

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