Training and Development
gregsk
unit_ii_hrd_needs_assessment.pptxUnit II HRD Needs Assessment
Kathy Greggs
Analysis Phase
Parents make several calls to triage without service
Inaccurate or incomplete triage information result in parents being seen in the wrong department OR
Parents being seen without all the necessary practitioners available
Parents are forced to go back on the waiting list for an appointment in the correct department.
A Children’s Hospital has determined that a large number of patients with developmental delays and disorders are forced to make several appointments in several clinics over a long period of time delaying progress for the children in a timely manner and determined that team evaluations would be more helpful however because the clinics are staffed for individual requests the task is challenging and training is needed to meet their goals. In addition to the triage coordinators information via telephone a patient questionnaire will also be sent out, returned and reviewed by directors before an appointment can be scheduled.
Stakeholders
Child Development Directors: Review Intake information provided by triage coordinators and parents to determine evaluation methods to provide evaluation of developmental delays, learning and behavioral disorders to provide diagnosis and therapeutic and medication treatment plans
Triage Manager: Coordinates training and behavioral methods for triage coordinators
Triage Coordinators/Schedulers: Collects information from parents on areas of concern to determine which clinic questionnaire should be sent to the parent for director review and schedule appointment based on Directors analysis
A Director of the team evaluation is assigned to coordinate communication through all the clinics to proceed.
Design Phase
New Patients will be given questionnaire surveys to complete after evaluations for feedback on the process and services
Directors from Child Development Departments and Triage Manager which include Development, ADHD, Psychology, Psychiatry and Neuropsychology shall evaluate the process and identify areas of improvement for triage and practitioners
Triage Manager will meet with coordinators and schedulers individually for observation determine the best methods and identify training needs to meet program goals
Coordinators shall offer feedback through confidential short confidential survey with suggestions and challenges of goals
The need for software and procedure changes for both practitioners and coordinators will be evaluated and implemented if necessary
In order to determine the best methods to identify the patients in need of a team evaluation all the records of such patients in the past must be reviewed.
The directors must provide questions that will determine which patients are eligible for team evaluations to avoid wasting valuable appointments on patients that could have been seen by individual practitioners instead. Patient and coordinator input will be necessary.
Development Phase
Child Development Director shall review documentation regarding the number of patients who have been seen in the wrong department/evaluation team
Triage Manager shall determine the training needs and cross coverage of coordinators/schedulers with the use of observation results and phone records of number of calls versus numbers of appointments scheduled
Directors and Manager shall review all documentation to determine the most practical and efficient methods to close the gap between actual performance and desired performance
Due to the high call volume the best method to collect information on the triage coordinators will be through observation by the Triage Manager. The Triage manager will have to observe each coordinator individually to identify the areas of improvement. The manager will record how long a coordinator takes on each call, the collection method and overall soft skill capability of each coordinator.
Implementation Phase
Child Development Directors directors will meet and determine more flexible evaluation methods that will provide diagnosis in more areas replacing individual test methods with combination test methods
Triage Coordinators will cross train for all departments in order to determine what pre-evaluation packets shall be sent to patients ultimately allowing all coordinators to handle all incoming requests as they are received instead of referrals to another department
Training of the coordinators shall be done in groups of two to avoid any delays in the incoming flow while training is in progress
All personnel will be evaluated on training methods and application
The peak season for all clinics is during the school year September - June. It will be inefficient to make any changes during this time, however it is the best time to collect information and determine the best plans. It may also be necessary for coordinators to work in teams to understand the complexity of calls in other departments during the slow season, so overall department productivity will not be impaired during the transition.
Evaluation Phase
Observation and review shall be completed during peak season and shall be completed in 6 months
Training shall be provided by outside representatives over a four week time period in intervals of four hours per session to avoid gaps in training and implementation that will ultimately result in memory loss
Any software or technological additions/upgrades shall be installed during slow season coordinators will use this slow season to determine any changes or editions to the current process and only after a period of six months that yields and documentation that the training improves productivity
It is expected that after a one year period that all methods are implemented and applied to decrease inefficient practices
Triage Coordinators documentation review shall determine which coordinators continue to have inaccurate information practices and additional counseling, training and evaluations will be conducted until improvement or termination
It is expected that during the next peak season coordinators will have enough training on each department to triage patient questionnaires accurately, ultimately assisting the directors to make an accurate choice for team evaluations. Additionally, an upgraded phone system may be necessary for calls to be routed to available coordinators who will now to cross trained and capable of handling all calls. Ultimately, there will be more team evaluations performed on the eligible candidates making the team evaluation program a success.
Desired Performance
Actual
Performance
Improve Triage Process
Decrease Reevaluation Needs
Actual
Performance
Desired Performance
Resources
