Introduction to Health Care Management, Third Edition Case Study Guide Metro Ren

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Introduction to Health Care Management, Third Edition Case Study Guide Metro Renal Clinic of Urbana CASE FOR CHAPTERS 2 AND 12 By Mohamed Ali Abstract Renal is a reputable nephrology clinic in Urbana, IL that is headed by the chief medical officer of the group. Dr. Rosenberg. Dr. Rosenberg has established a restrictive policy when it comes to scheduling and seeing patients. The policy requires all physicians to be double booked and allows for no cancellations except for family emergencies, in which case,the patients should directly notify Dr. Rosenberg. In order for Dr. Rosenberg to enforce his policy, he asked his scheduler, Tanya, to tell him everything that happens with the other physicians and their patients without anyone else knowing. Dr. Griffith, a practicing specialist in the practice, didn't think it was a big deal to cancel his afternoon patients and enjoy the nice weather with his friend on the golf course. Sandra, his office manager, went ahead and cancelled the afternoon schedule and didn't mention anything to Dr. Rosenberg. The next day, Dr. Rosenberg showed up unexpectedly and asked Sandra to come to his office and issued her a written warning for violating his policies. Sandra called up the regional manager and wanted to complain about what happened. However, the issue was never brought up in any meeting or addressed. Preparation of the Case The case is fictional; however, it is based on the author's management consulting professional experience and educational background in the area of health care and business administration. © 2017 Jones & Bartlett Learning, LLC

Explanation / Answer

Case Summary

Metro Renal Clinic is a reputed clinic and the CMO has strict policies on schedules and cancellation of appointments. The physicians are not generally allowed to cancel their appointments (other than family emergencies) and in case such incidents happen, Dr. Rosenberg (the CMO) takes formal action. In order to do that, the office managers are required to inform everything to Dr. Rosenberg.

Dr. Griffith, a physician happened to cancel one such appointment in order to take the day off and the office manager did not mention it to Dr. Rosenberg. As a result, Dr. Rosenberg issued a warning letter to the office manager, Sandra. The office manager, Sandra brought it up to the regional manager about what happened but it was not taken forward.

Discussion question

Sandra’s request resign must be considered seriously. First of all, as a regional manager I need to understand the practice implemented by Dr. Rosenberg. The fact that every cancellation is reported in secret to him so that he can take action is it part of the organization policy? If it is not part of the policy then he has no right to issue a formal warning to Sandra. In such situation, as the regional manager, I will need to speak to Dr. Rosenberg and hear his part of the story.

In all fairness, we also need to listen to Sandra as to why she did not report the cancellation to Dr. Rosenberg. In the end, the major issue due to cancellation was caused by Dr. Griffith more than Sandra. Thus if any action needs to be taken, it must be on Dr. Griffith. The organization must practice fair system and policies. This point must be made clear to Dr. Rosenberg.

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