Part A (150 words)
Writea 250-word report to the physician, nurse clinical leader, and hospitalexecutive team that describes the role of communication in addressing theissues described. Use at least one scholarly reference in your report tosupport your assertions.Points to include as you write your report:· Communication methods used withphysician, nurse, and hospital executives·Listening skills usedoHint – think about “Soft Skills” whichare a combination of people skills, social skills, personality traits,attitudes, social intelligence and emotional intelligence that help individualsto navigate their environment, work well with others, perform well, and achievetheir goals· Managing patient complaints, concerns,and patient satisfactionoHint – Health care organizations haveprocesses for addressing patient complaints and grievances to follow federalregulations and accreditation standards, as well as to protect patients andreduce liability. Current trends in health care such as patient-centered careand patient satisfaction data make seeking and responding to patient feedbackincreasingly important components of risk management and patient safetyprograms. For example, patient complaints are associated with both clinicalcomplications and increased risk of malpractice litigation. HTHS301 – Health Services Management l
Portfolio Project Directions and Rubric
This Portfolio Project is worth 20% (5% weekly submission/15% final submission) of your
grade.
Completing this Assessment will help you to meet the following:
Course Outcomes
• Assess the role, trends, and challenges in health care management
• Employ basic management techniques in health care organizations
• Evaluate the critical role that communication plays in a health care organization
• Demonstrate an understanding of financial responsibility and the budgetary process in healthcare
Program Outcomes for Health Services Administration, B.S.
• Analyze and apply contemporary knowledge and skill sets to work and problem solve effectively in a
managerial/leadership capacity and health services setting
• Utilize effective skills in leadership, long-term care management, human resource development, financial
and strategic planning, legal and ethical considerations, and patient safety and quality care in the health
services environment
• Evaluate and apply leadership skills, including recognizing and using soft skills in the health care
environment
Program Outcome for Human and Social Services, B.S.
• Analyze the impact and interaction of public policy issues with human services, including legal
considerations and funding mechanisms related to non-profit, private and public human services
agencies.
Institutional Outcomes
• Information Literacy and Communication – Utilize appropriate current technology and resources to
locate and evaluate information needed to accomplish a goal, and then communicate findings in visual,
written and/or oral formats.
• Relational Learning – Transfer knowledge, skills and behaviors acquired through formal and informal
learning and life experiences to new situations.
• Thinking Abilities – Employ strategies for reflection on learning and practice to adjust learning processes
for continual improvement.
• Quantitative and Scientific Reasoning – Follow established methods of inquiry and mathematical
reasoning to form conclusions and make decisions.
Scenario
Health care management professionals should not take lightly the intricacies involved with
delivering health care services. Regulations, third-party payer requisites, licensing, and
accreditation standards contribute to these intricacies. The utilization of official policies and
standardized procedures can mitigate the complexity by promoting workplace safety,
regulatory compliance, and the delivery of safe, high-quality patient care. (Irving, 2014)
In this scenario you are a new program administrator of an outpatient chronic wound care
center. You have functioned in your role for a little over one year. You manage a staff of 14
HTHS301 – Portfolio Project
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individuals which consists of front office personnel, billing personnel, medical assistants,
nurses, and several physicians. The wound center, according to Anne Irving (2014), utilize
formalized, written policies and procedures that fulfill a number of important purposes:
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Facilitate adherence with recognized professional practices.
Promote compliance with regulations, statutes, and accreditation requirements such as
HIPAA, EMTALA, CMS Conditions of Participation, and the Joint Commission.
Reduce practice variation.
Standardize practices across multiple wound clinics within a single wound care
management company.
Serve as a resource for staff, particularly new personnel.
Reduce reliance on memory, which, when strained, has been shown to be a major
source of human errors or oversights. (2014)
Recently you have been approached by several staff members who have expressed concerns
about one of the wound center physicians. The medical assistant mentioned that several
patients have complained to her that the physican seems in a hurry and does not listen to their
concerns. One of your nurses also stated that several of the patients have complained of
increased pain after treatment and that their wounds appear worsened. Your clinical nurse
leader has expressed that the physician is not documenting his clinic procedures daily; in fact,
sometimes several days will pass before he completes his notes in the patient’s medical record.
Additionally, the billing associate has complained that the physician has not been filling out
the procedures and diagnosis codes on the Superbill for each patient visit for reimbursement.
In the last month you have also received several phone calls from the hospital’s outpatient
billing department notifying you of payment denials on several wound center patient
accounts.
You decide to review the physicians’ healing outcomes in the center’s clinical database and
discover that his healing rates and quality indicator scores are far below the standardized
expectations. Many of the physician’s entries in the patients charts are incomplete. As you
review the physicians’ documentation further you see that his poor outcomes have been an
ongoing trend intermittently over the last several years. The physician was counseled twice
over a period of two years by the former wound center administrator. After being counseled,
the physician showed a slight improvement in outcomes and quality indicators each time.
Subsequently, within several months after each counsel a downward trend in quality
measures reoccurred. Patient volumes are at an all time high in the clinic and the physician
seems stressed. Patient satisfaction scores are declining.
The purpose of developing this portfolio project is for you to demonstrate your leadership
skills and knowledge as a health care administrator/manager in the areas of: trends and
challenges that exist in health care management; the basic management techniques utilized in
health care organizations; the role that communication plays in a health care organization; and
the financial responsibility and budgetary process in health care. Your project will discuss
issues and solutions in the scenario relating to:
HTHS301 – Portfolio Project
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Delivery of evidence-based health care treatment
Quality improvement processes
Financial improvement/costs reduction
Effective communication
Formalized written policies and procedures
The intended audience is your wound clinic physician, the clinical nurse leader, and the
hospital executive team which should include the hospital President or Chief Executive Officer
(CEO), Chief Nursing Officer (CNO), hospital Medical Officer, Chief Financial Officer (CEO),
and any other senior management team members you deem necessary.
Scenario reference citiation:
Irving, Anne. (2014, October 13). Policies and Procedures for Healthcare Organizations: Risk
Management Perspective. Patient Safety & Quality Healthcare (PSQH).
https://www.psqh.com/analysis/policies-and-procedures-for-healthcare-organizations-arisk-management-perspective/
Directions
Applying the information shared in the scenario above, each week you will analyze and
critically evaluate the wound care center in written format to eventually provide a cohesive
report that addresses actions, recommendation, the role of communication, finance, patient
safety, quality of care, and policies and procedures. It will be important to support your
findings with scholarly resources pursuant to each required deliverable.
Requirements and Formatting
Your Portfolio Project must be formatted according to APA requirements.
Deadline
Deliverable items for the Portfolio Project will be required at different points during the
course. Details for each submission are included below in the Deliverable Descriptions.
Deliverable Descriptions
Week 2: Immediate Actions and Long-term Recommendations
• Due by the end of Week 2 at 11:59 pm, ET.
Write a minimum of 250-word report to the physician, nurse clinical leader, and hospital
executive team that includes a brief restatement of the scenario and identifes the problem and
the immediate steps and long-term recommendations you will make to address the issues
described in the scenario. Use at least one scholarly reference in your report to support your
recommendations.
HTHS301 – Portfolio Project
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Points to include as you write your report:
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Identify the problem(s)
Immediate and long-term actions to address issue
Basic management techniques you would use in addressing the issues in the scenario
Technology and resources you used to evaluate the information needed to address the
problem
Week 3: The Role of Communication
• Due by the end of Week 3 at 11:59 pm, ET.
Write a 250-word report to the physician, nurse clinical leader, and hospital executive team
that describes the role of communication in addressing the issues described. Use at least one
scholarly reference in your report to support your assertions.
Points to include as you write your report:
•
•
•
Communication methods used with physician, nurse, and hospital executives
Listening skills used
o Hint – think about “Soft Skills” which are a combination of people skills, social
skills, personality traits, attitudes, social intelligence and emotional intelligence
that help individuals to navigate their environment, work well with others,
perform well, and achieve their goals
Managing patient complaints, concerns, and patient satisfaction
o Hint – Health care organizations have processes for addressing patient
complaints and grievances to follow federal regulations and accreditation
standards, as well as to protect patients and reduce liability. Current trends in
health care such as patient-centered care and patient satisfaction data make
seeking and responding to patient feedback increasingly important components
of risk management and patient safety programs. For example, patient
complaints are associated with both clinical complications and increased risk of
malpractice litigation.
Week 4: Financial and Budgetary Aspects
• Due by the end of Week 4 at 11:59 pm, ET.
Write a minimum of 250-word report to the physician, nurse clinical leader, and hospital
executive team that describes the financial and budgetary aspects that may be affected by the
identified issues recently described. Use at least one scholarly reference to support your report.
Points to include as you write your report:
• Denials of payment and effect on wound center financials
• How billing might affect your annual wound center budget
• How patient volumes may affect quality of care
• Quality and health care costs
HTHS301 – Portfolio Project
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Hint – think about value-based care, implementation of Centers of Excellence, use of evidencebased clinical guidelines, improvements in quality could lower costs by reducing
complications or hospital readmissions
Week 5: Patient Safety and Quality Care
• Due by the end of Week 5 at 11:59 pm, ET.
Write a 250-word report to the physician, nurse clinical leader, and hospital executive team
that describes patient safety and quality care aspects that are affected by the identified issues.
Use at least one scholarly reference to support your report.
Points to include as you write your report:
• Were clinical practice guidelines (evidence-based medicine) observed by the physician
• How might patient satisfaction be affected
• Technology and resources, you used to evaluate the information needed to address the
problem
Week 6: Written Policies and Procedures
• Due by the end of Week 6 at 11:59 pm, ET.
Write a minimum of a 250-word report to the physician, nurse clinical leader, and hospital
executive team that describes the importance and use of formalized written policies and
procedures in the health care setting of the wound center. Use at least one scholarly reference
to support your report.
Points to include as you write your report:
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How formal policies might facilitate adherence with recognized professional practices
How policies and procedures (P&P) satisfy compliance with regulations, statutes, and
accreditation agencies in the wound center
Why standardized procedures might reduce practice variation
Hint – P&Ps should be standardized across multiple wound clinics within a single wound care
management company; P&Ps serve as a resource for staff; P&Ps reduce reliance on memory,
and stressed workers have been shown to be a major source of human errors or oversights.
Week 7: Final Submission to ePortfolio
• Due by the end of Week 7 at 11:59 pm, ET.
This week is the final submission of your Portfolio Project. Combine all five of the weekly
deliverables into one cohesive paper that flows together into a logical report. Incorporate
instructor feedback, make any added corrections, and then submit to your ePortfolio.
HTHS301 – Portfolio Project
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Upload your Portfolio Project to the Program Outcome in your ePortfolio listed below for
Health Services Administration Degree. Use the following naming convention: HTHS301 –
Portfolio Project:
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Analyze and apply contemporary knowledge and skill sets to problem solve effectively
in a leadership role in a health services setting.
Utilize effective skills in leadership, financial planning, and patient safety and quality
care in the health services environment.
Evaluate and apply leadership skills, including recognizing and using soft skills in the
health care environment.
Upload your Portfolio Project to the Program Outcome in your ePortfolio listed below for
Health and Human Services Degree. Use the following naming convention: HTHS301 –
Portfolio Project:
• Analyze the impact and interaction of public policy issues with human services,
including legal considerations and funding mechanisms related to non-profit, private
and public human services agencies.
For directions on how to upload your project to your ePortfolio, please see Student Resources
in Blackboard on the navigation pane.
Week 7.5: Reflection
• Due by the end of Week 7.5 at 11:59 pm, ET.
For the final piece of your Portfolio Project, you will reflect upon the course and how it directly
relates to your future workplace.
This reflection will be delivered as a Word document 1-2 pages in length.
For this reflection:
a) Analyze the importance of this project to your future career.
b) In your own words reflect on how this project meets the Program and Institutional
outcomes as stated on the first page.
Upload and submit your final reflection.
Reflection Grading Criteria
For specific grading information, please refer to the Portfolio Project Grading Rubric.
HTHS301 – Portfolio Project
Criteria
Content
70 points
APA Formatting
20 points
Mechanics
10 points
Instructor Comments
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HTHS301 – Portfolio Project Grading Rubric – Weekly Assessments
Meets Expectations
Average
Needs Improvement
63 – 70 points
Fully analyzes the given
scenario including all “points to
include”. Properly addresses
the correct audience. Word
count is at least 250 words.
49 – 62 points
Provides an overall
analysis of the scenario.
Details are missing that
define some areas.
Somewhat addresses the
proper audience. Word
count between 250-150
words.
0 – 48 points
Demonstrates a limited ability to
analyze the given scenario. Does
not address the correct audience.
Many details are missing. Word
count less than 150.
16 – 20 points
The document is formatted
correctly per APA guidelines.
At least one reference and intext citations are included.
10 – 15 points
The document is mostly
formatted correctly per
APA guidelines.
Document contains at least
one reference.
0 – 9 points
The document is not formatted
correctly per APA guidelines.
Document contains no reference
10 points
No spelling and/or
grammatical errors.
7 – 9 points
1-3 spelling and/or
grammatical errors.
0 – 6 points
4 or more spelling and/or
grammatical errors.
Total
Points:
Points
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HTHS301 – Portfolio Project
Criteria
Content
70 points
APA Formatting
20 points
Mechanics
10 points
Instructor Comments
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HTHS301 – Portfolio Project Grading Rubric – Final Submission
Meets Expectations
Average
Needs Improvement
63 – 70 points
The final submission fully
addresses each topic that was
required in the weekly
deliverables. The submission is
written as a cohesive document
with transitions and includes a
thorough analysis of each of the
required topics. A strong
understanding of the scenario
and the role of management
was demonstrated in the
submission. The word count is
at least 1250 words.
16 – 20 points
The document is formatted
correctly per APA guidelines.
At least three scholarly
resources were included with
correct use of in-text citations.
10 points
No spelling and/or
grammatical errors.
49 – 62 points
The final submission does
address each of the required
topics that were presented in
the weekly directions. The
submission may have lacked
logical transitions between
topics. There were some topics
that could have been further
developed to demonstrate the
function of management skills
based on the scenario. Word
count is 1000 to 1249 words.
0 – 48 points
The final submission does not
address each of the required
topics or the topics are not fully
examined. The submission is
not a cohesive document
addressing all topics. There
are many missing details and a
lack of understanding of the
scenario and the role of
management was
demonstrated. Word count is
below 1000 words.
10 – 15 points
The document is mostly
formatted correctly per APA
guidelines. The submission
contained 2 scholarly resources
and correct use of in-text
citations.
0 – 9 points
The document is not formatted
correctly per APA guidelines.
There were one or no scholarly
resources utilized or the
submission failed to
demonstrate proper in-text
citation.
7 – 9 points
1-3 spelling and/or
grammatical errors.
0 – 6 points
4 or more spelling and/or
grammatical errors.
Total
Points:
Points
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HTHS301 Portfolio Project Reflection Grading Rubric
Criteria/Achievement
Level
Content
80 points
Writing Conventions
20 points
Instructor Feedback
Meets Expectations
Average
Needs Improvement
72-80 points
Reflection addresses more than the
minimum number of required elements.
Provides a deep, thoughtful reflection on
the role the project will play in the
student’s current or future career.
Provides a thorough and deep
examination of the strategies used to
complete the portfolio project by
addressing specific thinking strategies
used and evaluating their effectiveness.
Additionally, the student provides
insightful discussion related to the
achievement of Program and/or
Institutional Outcomes.
56-71 points
Reflection addresses the
minimum number of required
elements. Student reflects on
the role the project will play in a
future career. Discusses
strategies used to complete the
portfolio project by addressing
specific thinking strategies used
in creating the portfolio project.
The student addresses Program
and/or Institutional Outcomes.
0-55 points
Reflection does not address
all the required elements.
The student does not make
clear connections between
the project and his or her
future workplace. The
discussion related to the
importance of reflection
may be confused or unclear.
The student does not
address Program and/or
Institutional Outcomes.
18-20 points
Makes 0-1 errors in grammar, spelling,
and punctuation. All writing is of a
professional level, with no “text” or “chat”
language.
14-17 points
Makes minimal errors (2-4) in
grammar, spelling, and
punctuation. Writing is clear
with no “text” or “chat”
language. Errors do not distract
reader.
0-13 points
Makes several errors (5 or
more) in grammar, spelling,
and punctuation. Errors
distract reader and cloud
meaning of the message.
Some “text” or “chat”
language is used.
Total
Points:
Points
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