CONTROLLING
33 flashcards · Other · by KRYSTEL ANN A MARTIN
Involves comparing actual results with projected results
Controlling
Includes assessing, and regulating performance in accordance with the plans that have been adopted, the instructions issued, and the principle established
Controlling
opens opportunities for improvement and comparing performance against set standards
Controlling process
l A predetermined level of excellence that serves as a guide to nursing practice; desirable set of conditions and performance necessary to ensure the quality of nursing care service
Standard
Components of the control process
-Establish the standards of performance -Determining the means to be used in meaning -Evaluating performance -Providing feedback
-relate to the physical environment, organization and management of an organization
Structure
are those connected with the actual delivery of care
Process
involve the end results of care that has been given
Outcome
periodic formal evaluation of how well personnel have performed their duties during specified period
Performance appraisal
most valuable tool in controlling human resources and productivity
Performance appraisal
PERFORMANCE APPRAISAL PROCESS INCLUDES
1. day-to-day manager-employee interactions 2. Making notes about an employee's behavior 3. Completing the performance appraisal form 4. The formal appraisal interview 5.Follow-up sessions that may involve coaching/discipline
PURPOSES/REASONS OF PERFORMANCE APPRAISAL
1. Give constructive feedback 2. Determine salary standards and merit increases 3. Select qualified individuals for promotion or transfer 4. Identify unsatisfactory employees for demotion or termination 5. Review fair employment practice law
Characteristics of an evaluation tool
Objective, reliable, validity, sensitive
includes a series of items representing the different tasks or activities of the employee
Traditional Rating Scale
Specific evaluation methods
Traditional Rating Scale, Essay evaluation, Forced distribution evaluation, Behavior oriented rating scales, results oriented evaluations
nurse managers tend to overrate their staffs performance
Leniency Error
evaluator recalls recent performance and tends to forget more distant events
Recency Error
evaluation is based on the overall impression of the employee
Halo error
different managers attach different meaning to words, such as "outstanding" , "above average", "satisfactory", "needs improvement"
Ambiguous Evaluation Standards
l reports of employee behavior that are out of the ordinary, in either positive or a negative direction
Clinical incidents
3 TYPES OF MISTAKES COMMON WITH USING NOTES
1. Some managers fail to make them specific and behavior oriented 2. Some managers record only undesirable behavior 3. Some managers fail to give performance feedback to the employee at the time that a note was written
l moved health care from a mode of identifying failed standards, problems, and problem people to a proactive organization in which problems are prevented and ways to improve care and quality of care are sought.
Quality management
l a management philosophy that emphasizes a commitment to excellence throughout the organization
Total quality management
the process used to improve quality and performance
Continuous quality Improvement
a process of continuously improving a system by gathering data or performance using multi-disciplinary team to analyze the system, collect measurements and propose changes
Continuous quality Improvement
a systematic method to design, measure, assess and improve organizational performance
comprehensive quality management plan
identifies process and systems that represent the goals and mission of the organization, identifies the customers, and specifies opportunities for improvement
comprehensive quality management plan
l Set standards for benchmarking
Quality management
process of measuring practices, products and services against best performing organization
Benchmarking
a. conducted after a patient's discharge and involves examining records of a large number of cases
Retrospective Audit
a. conducted during the patient's course of care Given through: a. Review of patient's charts b. Observation of the staff as care is given c. Inspection of patient/observation of the effects of patient care
Concurrent audit
Used to manage or prevent conflict or to correct undesirable employee behavior
Discipline
DISCIPLINARY ACTION
1. Counseling and Oral Warning 2. Written Warning 3. Suspension 4. Dismissal