CASE1

CASE1.docx

Due Week 3 and worth 350 points

Review the Case Study “Are Our Customer Liaisons Helping or Hurting,” published by Harvard Business Review at https://hbr.org/2017/10/case-study-are-our-customer-liaisons-helping-or-hurting

Use the health care organization that you selected previously(WELLSTAR ATLANTA MEDICAL CENTER). You are the administrator and you’ve established a new liaison position called the Patient Care Executive (PCE). The concept was meant to be a win-win: patients and their families would get a better, more personalized hospital experience, while doctors could spend less time managing patients and more time practicing medicine. Customer satisfaction scores, patient retention, and referrals are all up, but the doctors have been complaining that the PCEs are incompetent and intrusive. The CEO has gotten wind that the PCEs are a factor in the hospital’s high doctor turnover and is trying to decide whether to get rid of the role altogether.

Your first step in evaluating the position of your organization will be conducting an environmental analysis. The purpose of this is to determine your organization’s ability to continue to provide quality care and remain financially solvent in the face of these challenges.

Write a six to eight (6-8) page paper in which you:

1. Determine two (2) specific forces in the external environment that will have the most impact on your organization. Provide a rationale for your decision.

2. Determine two (2) specific internal factors that the organization’s leaders need to consider in preparing for the future of health care and the future of the organization. Provide a rationale for your decision

3. Discuss the impact of both the identified internal and external forces on the organization’s ability to develop a competitive strategy.

4. Recommend one (1) strategy that involves the PCEs and maintaining the momentum of the strategic plan of this new concept.

5. Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and similar websites do not qualify as academic resources.