OA SEMI FINAL

• policies


  • A policy is a broad statement of an expectation that guides decisions regarding actions to be taken
  • The general rules that govern organizational procedures are found in policies
  • A policy also addresses the who, what and where about some component of an organization
• Examples of policies

  • Keys and locks - the chief of physical plant services is responsible for replacement or issuance of new keys or keycards, duplication of existing keys, keying changes, installation, or repair of locks (rooms, desks, file cabinets, deadbolts, etc.)
• examples of policies

  • Patient scheduling - each new pt is scheduled for an initial appointment within 48hrs of receiving a request for an outpt pt appointmen. Inpts must be seen on the same day when a refferal is received before noon
• Examples of policies

  • Reimbursement training - all PT staff receives effective and timely education on federal and state statutes, regulations and guidelines, and corporate policies that are related to the billing of pt services
• Procedures


  • A procedure describes a particular way of accomplishing an action. It is a series of steps to provide details to reach an end or to describe how to carry out a policy
  • Unlike policies, which tend to be more enduring, the wording of procedures generally allows some variation in actions that are acceptable as long as the intent and outcome of the procedure are reached.
  • They tend to evolve more over time bc of the impact of new technology and processes on tasks completed and responsibilities met.
• Other organizational documents

  • Bylaws - essential legal framework of a corporation that typically addresses procedures for holding meetings, electing officers, and defining the duties and powers of the corporation and shareholders or broads of directors adopt bylaws to provide detailed implementation of the articles of incorporation of their organizations
• Clinical practice guidelines - systematically developed statements based on established standards to assist in the decision-making of practitioners and pts about appropriate healthcare for specific clinical conditions
• protocols - are spicific, detailed plans for treatment regiments (or a scientific study) and protocols are about doing, and clinical practice guidelines are about deciding
• Marketing

  Four Ps of marketing

  • product - the goods, services, and ideas offered by an organization. A lasting, loyal relationship is often considered the product of healthcare for marketig purposes
• Four Ps of Marketing

  • Price - the charge for te product including professional fees, insurance premiums, deductibles and co-payments.
  • Effort costs - are often included in healthcare marketing
• Four Ps of Marketing

  • Place - the manner in which goods and services are distributed to consumers. Often enchances the perceptions of quality in healthcare. Includes communications that are not ftf such as online information, 24hr nursing consultations, and the ability to share medical records electrnically.
• Four Ps of Marketing

  • Promotion - any means used to inform a market that an answer to its need is available to facilitate an exchange. It is often a mix of advertising, direct sales, sale promotions and publicity
• New Model of Marketing Strategy

  • Inbound marketing - includes marketing research to identify potential customers and their needs, the means to meet those needs, analysis of the competition, and positioning and pricing a new service (finding a niche)
  • Outcound marketing - is the promotion of a product or service through advertising, public relations and sales strategies
• Inbound marketing

  • target markets - identify the potential groups of pts or clients c specific needs to be met or to surveys a broad group of people in a community to identify opportunities for new programs that may need delopment.
  • Marketing success is dependent on knowing customer likes, dislikes, goals, and expectations
• competition - managers also need to direct their attention to the competition. If a product or service is new or unique, there may be no direct competition
• benchmarking - is a tool for comparing competitors. Using ideal standards for best practices, organizations are compared across a variety of key success factors
• The SWOT Strategy


  • SWOT identifies the STRENGTHS, WEAKNESS, OPPORTUNITIES, THREATS
  • SWOT - is generated through an environmental scan, which is a systematic surveilance of the internal and external events and conditions that affect the organization. Allows managers to summarize and filter key points about their organizations
• Outbound marketing

  • Branding - healthcare faces the challenge of marketing intangible concepts such as quality, caring, and professionalism to develp a perception of an organization. This requires establishing a mindset of the image of the organization and its services
• Marketing Physicians and Others - Physicians and other health professionals who may refer pts remain a target market of particular concern to all independent practitioners as well as to large healthcare systems.