Admitting Department

Case Study: Admitting Department

Shelley York is supervisor of the admitting department at Newhealth, a health maintenance organization. Three clerks – Shemenski, Turner, and Underwood-report to her. All are responsible for processing patients. Using a sampling method for monitoring productivity, York obtained the following data for a 2- hour period:

Shemenski processed 14 patients. Turner processed 16 patients. Underwood processed 11 patients.

Each clerk is expected to process 7 patients per hour.

QUESTIONS

What should York do?

What is the control point (input, process, or output)?

What kind of information should York obtain relative to Turner and Underwood? What might be

some of the “causes” for the deviations?

What impact might this have on the overall functioning of HMO. Propose steps to remedy this

situation.

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