Reference no: EM133292610

SCENARIO:

You are the transcription supervisor in a 450-bed hospital's health information management department. You've held this position for less than a year, having been hired just after graduating from a health information technology program at a nearby community college. You passed your certification examination six months ago. During your interview for this position, you were told that one reason someone with your lack of supervisory experience was being considered for the position was because the transcription unit comprised experienced transcriptionists, excellent equipment, and a smooth working relationship with medical staff.

Your director is always busy, serving on several hospital committees and task forces, and leaving the day-to-day running of the department to the four supervisors, all of whom report directly to him. He is finishing a masters' degree program in hospital administration, and the word is out that he is hoping for promotion to the vice-president level.

Summer is quickly approaching when you receive a vacation request from two of your transcriptionists, who have booked a three-week European vacation with their husbands from July 5th through the 26th. One of the transcriptionists has worked in the department for twelve
years, the other for just over two years. While you are pondering this, another transcriptionist (who has worked for four years) requests a two-week vacation beginning July 19th and ending August 2nd. Her sister is due to have her first baby on July 25th and she really wants to be there when the happy event occurs. Her sister lives over 1,000 miles away and they haven't seen each other in four years. And, with the airlines offering a large discount if she buys her ticket within the next two weeks, your transcriptionist is anxious for your consent.

The fourth of your eight transcriptionists, who is the only transcriptionists who works weekends, upon hearing that everyone is beginning to ask for vacation, reminds you that she always has the month of July off, and that this has been an understanding as a condition of her employment since she was hired fourteen years ago.

Desperately hoping that no more vacation requests come in, you meet with the Director to ask his advice. He says that it is up to each supervisor to decide on vacations within each of his or her areas and hands you the hospital's Personnel Manual for assistance. Even knowing that the department has a tight budget, you ask if you can use an outside service or temporary help during July. "I'm sorry," the Director says. "We just can't afford it." He pauses a moment and then says thoughtfully, "You know, this is a good test for you as a new supervisor," he states. "Let me know how it goes."

On reading the Personnel Manual you learn that vacation decisions "should be based on seniority of service within the hospital. However, because the needs of hospital departments can be so varied, department directors may choose other methods that are suited to those needs." Next, you turn to the other three supervisors in the department. "I always use the employee's seniority in the department--it's what the hospital Personnel Manual requires," says the coding supervisor. "I don't agree," says the filing supervisor. "I prefer to use a first-come, first-served method." The correspondence supervisor says, "I try to get my people to agree among themselves first. Then, if I have to, I usually give first choice to the employee who has the greatest need."

Knowing that you cannot grant all of the vacation requests and still maintain anything close to your productivity standards, even if you yourself fill in full-time during July, you finally decide to refuse the first two transcriptionists. "But we've already booked our vacation!" they cry. "We'll lose our deposits - over $400 each! Besides, we asked first, and that's how vacations were decided by our last supervisor."
Telling them you'll reconsider, you turn to the next requester. "Margaret, they've already booked their vacation," you tell her. "But my sister needs me! My mother's dead and I'm my sister's only other family. I've got to be there! The correspondence supervisor would let me go. It's not fair!"

Finally, you try the fourth transcriptionist. "This isn't fair!" she says, when you tell her she cannot take July off this year. "I've had July off every year, and no one ever indicated to me that it wouldn't be possible this year. Everyone knows that I always take July off. The others are just trying to take that right away from me. Besides, I have the most seniority. The Personnel Manual says you have to give me first choice.

Question 1. What is the problem statement and goals?

Question 2. List of barriers that may hinder accomplishing the goals

Question 3. Ways to remove barriers?

Question 4. Exhibits a plausible solution/action plan