Read “Thirteen Ways of Looking at Henrietta Lacks” from Perspectives in Biology and Medicine
Respond to the following in a minimum of 175 words:
Select 2 points that the author makes that you may agree or disagree with and explain why. Relate your points to contemporary perspectives in health care qualitative oversight and support them with sources.
Part 2
Exam Content
Throughout this course, you have examined occurrences of the types of health care noncompliance, fraud, and abuse that commonly take place in the context of the regulatory environment in which organizations must operate. To ensure the best chance of avoiding intentional and unintentional noncompliance, health care administrators should devise and adopt a risk management plan that identifies, assesses, and analyzes the risks and tolerances inherent in the organizations processes and operations. One of the crucial aspects of a risk management plan involves strategies for actions that should be taken in the event of a violation or breach of any nature. These mitigating actions should be followed up with remediation aimed at finding the causes leading up to the incident. This is where root cause analysis comes into the picture. Root cause analysis is a structured, retrospective analysis of events leading up to the noncompliant event. By developing an organization-wide policy for conducting root cause analyses that is adaptable to specific operations, a cause might be determined, and preventive actions and solutions developed. In this assessment, you examine a case of fraud and try to determine why and how it happened. ReadMaryland Health Care Provider Sentenced to 10 years in Federal Prison for Health Care Fraud Resulting in Patient Deaths from the United States Attorney’s Office. Use the Five Whys to conduct a root cause analysis to determine why the Medicare fraud occurred and Timothy Emeigh’s participation in the case. Write a 700- to 1,050-word analysis that identifies and evaluates the root cause for Medicare fraud in this case. Include the following:
Articulate the “Five Whys” for this case and provide an explanation for each. Speculate how and why Mr. Emeigh participated in the scheme. Explain what you, as an administrator, might have done to prevent this from happening. Recommend risk management strategies the organization can utilize to prevent this and similar types of events from occurring in the future.
Case Study, Policy development & Observation Purpose: This is to be used for assessing students via the method of Scenario based questions.
Unit Code : SITXCCS008 Unit name: Develop and Manage quality customer service Elements assessed : 1.1,1.2,1.3,1.4,1.5,2.12.3,2.4,2.5,2.6,3.1,3.2,3.3,3.4,3.5,3.6 Lecturer/Trainer : Neil D Rungassamy Student Name : Student No : Date Due : Date Received : INSTRUCTION: ? Assessment is in two parts. Each task must be completed to be deemed satisfactory in this assessment. PART A Case Study Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening. Mr Jones decided to book a table for two for dinner at the recently refurbished “Cape Lighthouse”, a restaurant with commanding views over the Coral Sea. To ensure a nice table with views for this occasion, Mr Jones had contacted the restaurant 2 months prior to make a reservation with a male staff member who appeared to be very professional. The booking was then confirmed by telephone with Alex, a waitress, 1 week prior to the booked date. On their anniversary Mr and Mrs Jones arrived at the restaurant; however they found there was no booking in their name. Staff were unable to locate any booking information. Mr Jones was asked whom he had spoken to, to make the reservation and provided the details of staff; however this was somehow shrugged off and they were asked to wait at the entry to “see whether a table could be arranged”. As it was a Friday night the restaurant was very busy. Mr and Mrs Jones had to wait 15 minutes before they finally were led to a small table the back of the restaurant near the kitchen doors. After a further 15 minutes they were attended to by a drink waiter who took their order for an aperitif. The Joneses placed their food and wine order and their entrees arrived after 30 minutes. The white wine to go with the entrees did not arrive and the drinks waiter seemed to ignore their eye contact. The main course for Mr Jones arrived within 5 minutes after the entrees had been cleared, however Mrs Jones’ meal did not arrive for another 20 minutes. Mrs Jones was very upset with the service and was almost on the verge of leaving. When Mr and Mrs Jones went to pay the cheque on their way out, Mrs Jones was expecting an apology from the restaurant staff with regards to their booking and the delay in the service, unfortunately no one was around even to talk about it. Mr and Mrs Jones decided that this was the last visit ever at this establishment. They definitely would tell their family and friends about their dining experience at “Cape Lighthouse”. Your task: Address each of the following questions relating to the case study.
Identify Mr and Mrs Jones’ customer needs and expectations in this case study. What would a customer expect not only on an important occasion like the mentioned anniversary but on each occasion when visiting an establishment? Response
What could be the likely effects of this incident for the business and custom down the track if the customer service issues are not addressed? Response
You are the General Manager of the Cape Lighthouse and the experience of Mr and Mrs Jones has come to your attention. You are determined to make contact with the customer to attempt to resolve the issue and achieve a positive outcome. Draft a letter which clearly outlines the steps you will undertake to contact Mr and Mrs Jones and how you will try to solve the issues. (This could be used as guidance for a telephone conversation for contact). Response
Considering Mr and Mrs Jones’ recent experience, it is important to assess if there are recurring issues with customer service at the Cape Lighthouse. How will you determine if this is a one-off issue or if there are persistent problems? Outline your approach. Response PART B 1 You are required to develop a policy and procedures for each of the following problem areas which were evident: a. Bookings b. Staff Presentation c. Greeting / Hosting d. Customer Service Procedures for Service (Orders, timelines, attendance) e. Dealing with complaints Each policy needs to include: o The policy name o The aim or purpose o The details of what is included o The procedures included to achieve the purpose o What are the requirements to train staff to be able to perform the procedures? o How will this policy and its effectiveness be monitored and evaluated? o To whom will this policy be made available? How? 2 Observations You will be observed over four service periods, how you: A. Implement developed policies and procedures B. Communicate requirements with staff C. Monitor service provisions and manage these efficiently D. Evaluate each service instance and incorporate feedback into the next instance. You are required to write a brief summary for each service instance, clearly outlining:
What worked well
What needs improvement
How you have evaluated each policy you have implemented
How was staff involved for the purpose of evaluation
How you will implement each identified change required into the following service instance. Provide each summary to your trainer prior to each service instance. Your implementation of procedures and requirements you have identified in each instance will be part of the assessment of your performance. Details of the nature of the major tasks for each service period should be provided in the table below. Instance Date Duration from … to… Tasks to be completed What will be observed? Evaluation summary completed Service Period e.g Breakfast 08/01/19 Details: 7am-8am Policies and procedures implemented and followed: Staff presentation policy 1.0 Are the staffs representing a positive image of the restaurant 2.0 Are they neat and professional with appearance? Service Period 1: Details: Policies and procedures implemented and followed: Service Period 2: Details: Policies and procedures implemented and followed: Service Period 3: Details: Policies and procedures implemented and followed: Service Period 4: Details: Policies and procedures implemented and followed: 3 Role-play : Customer dispute You are a restaurant manager in Quinlan restaurant. Your main responsibilities are managing the wait staff and front-of-house staff and ensuring customer satisfaction. Organisational procedures for handling customer complaints are as follows. • Step 1: Apologise to the customer and identify what the problem is. • Step 2: Try to resolve the customer’s problem by rectifying their issue. Service staff have the authority to offer the following. • Modify orders to incorporate customer requests within reason (i.e., not requiring undue time and expense). • Replace food or beverages to the value of $100. • Offer alternative food or beverages to the value of $50 more than the original order. • Step 3: If unable to successfully resolve a customer’s problem, inform the supervisor or manager. Provide details of all the issues and offers made to the customer when attempting to resolve the issue. • Step 4: Manager/supervisor can resolve the complaint and is able to provide free food, beverages, vouchers or hotel credits and a formal written apology. • Step 5: If the issue is still unresolved with the customer, then the item is escalated to the hotel manager or an external body. There are three participants in this role-play:
The restaurant manager
The head waiter
The customer. Simulated environment resources • Desk to simulate front desk/counter • Bill Task 1: Conduct role-play Learner instructions It is lunchtime and you are talking with the chefs in the kitchen when you hear a loud angry voice at the front desk. It sounds like an irate customer. You then hear your head waiter also raising their voice. You quickly get to the front desk to try and resolve the issue. • During this role-play, you are required to demonstrate the following skills and knowledge. • Use questioning and listening techniques to determine the customer’s needs or concerns. • Use clear communication with the staff member. • Take responsibility for service outcomes and dispute resolution. • Recognise and resolve customer problems or delays and deficiencies in customer service. • Complete the role-play. Task 2: Question and answer Q1: How would you assess the effectiveness of the customer service provided by the head waiter? Q2: Was the dispute resolution process provided by the head waiter effective? Why/why not? Q3: What changes would you make to customer service and dispute resolution procedures as a result of this incident? Q4: How do you act as a positive role model for professional standards expected of hospitality industry personnel?
Role-play : Customer dispute Did the learner successfully demonstrate evidence of their ability to do the following? Assessor comments Completed Yes No Student Name; The learner recognised and resolved the customer’s problem. Recognised that it was the head waiter’s error and that there was a double entry of the main on the bill. Rectified the problem to the customer’s satisfaction in line with own level of responsibility. Took responsibility for service outcomes and dispute resolution. Corrected the head waiter and asked them to apologise to the customer. Acted as a positive role model for professional standards expected of hospitality staff. Gained feedback from the customer on how to improve customer service practices. Trainers Notes
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Enjoy Please Note-You have come to the most reliable academic writing site that will sort all assignments that that you could be having. We write essays, research papers, term papers, research proposals. Mr and Mrs Jones were looking forward to celebrating their 5th wedding anniversary in style and had great plans for their special evening.
You are focusing your attention on observation, “one of the most widely used methods of assessment” (Morrison, 2009). Observation is defined as “the intentional, systematic act of looking at the behavior of a child in a particular setting, program, or situation” (pg. 69). It might surprise you to know the number of new teachers who feel that observation is “simple” because it just involves watching. This could not be further from the truth behind what observation is. In fact, if you reread the definition provided above, you will notice the word “systematic” is used. Morrison (2009) states, “the significance and importance of critical behaviors may go undetected if observation is done casually and is limited to unsystematic looking” (pg. 69). Teachers must have a plan for how to conduct observation on any given day, but also overall in their classrooms (you will actually be tackling this very thing this week). Subsequently, another mistake in thought process is that observation is only used to determine if a child is grasping a particular skill. While this is definitely one of the functions of observation, as Wortham (2012) states, it can (and should) also be used to assess a child’s behavior and for “the teacher to get to know the child as a unique individual, rather than as a member of a group” (p. 116). As teachers and caregivers, if you strive to find concrete information out about your students to use in planning, reporting, or conferencing with families, observation is a crucial part of this! As your text shows there is a definite process to observing your students, as well as many varied types of observation. That is where your work starts for this assignment.
Next, review the resources for Anecdotal Records, the Rating Scale, and the Checklist (ANNA SMITH) provided for you within the classroom. You will use the instructions below to guide your creation of your curriculum plan based on the assessment data in the resources. Remember, this plan is to be in the form of a two- to three-page Word document that includes the following:
Introduction: Write a brief introduction that informs the reader of the topic of the assignment and its organization. Remember, an effective essay introduction tells the reader what you will discuss in your paper.
Assessment Observations: Describe the observations that you made from the data using several examples from the assessments (one to two paragraphs).
Child Observations: Describe the strengths and areas of opportunity (i.e., weaknesses) for the child based on the assessment data (three to four paragraphs).
Short-Term Goal: Explain three specific instructional decisions for a short-term goal for the child based on the data analysis (three to four paragraphs).
Long-Term Goal: Explain one specific long-term goal for the child based on the data analysis (one to two paragraphs).
Conclusion: Write a short conclusion that informs the reader of the main points from the assignment. Remember, an effective essay conclusion summarizes what you have discussed in your paper.
Writing Tips:
Use APA formatting consistently throughout the assignment, which includes citations in the body of the assignment, the title page, and references list.
Remember to reference three scholarly sources in addition to Jaruszewicz text (so four total).
Remember your paper is to be two to three pages, not including the title and references pages.
Early Childhood Observation: Assessment, Goals and Instruction Strategy
This paper is based on observation of statistical data of a kindergarten pupil, Anna Smith, offered for case study. It assesses the data to determine the child’s strengths and weaknesses with a view to determining opportunities for the child’s development. Further it lays out a long-term goal and a short-term goal for the development. Specific instructional decisions for achieving the short-term goal are also identified.
Assessment and Child Observations
Anna Smith’s overall development is as expected of children of her age (Jaruszewicz, 2012). She excels in certain areas notably social and emotional skills while there are weaknesses in such areas as language and motor skills development.
Anna’s physical development includes average gross motor skills that include standing on one foot for a few seconds, climbing and swinging. Anna has also developed good hand and finger skills where she can perform most tasks expected of the pupils, except drawing a human with a body. Further, her social and emotional development is positive and suitable; with the pupil enjoying being with friends, social activities, independence, sharing, helping and being directed. She needs more direction in terms of agreeing to rules as evident in ignoring clean-up until directed.
However, her speech and language skills need more development so that the pupil can recall part of a story, tell longer stories and use future tense. Cognitive development is average with the pupil being good at counting and identifying some colors but needing to be aware of time and everyday items as well as to differentiate resembling colors notably red and pink.
Instructionaldecisions for short-term goal
Short-term goals should lead to the achievement of the long-term goal in the school year. The goals will have conditions, defined behavior and performance criteria (Boehm and Weinberg, 2017). For Anna Smith, it is important they target specific motor, language and cognition skills.One short-term goal for Anna would be that given a classroom situation, Anna will tell a long storyeach week with 80% accuracy.
An instructional decision for the above short-term goal is to model demonstrations of short stories using gestures and motions(Conroy, Sutherland, Vo and Ogston, 2014). Similarly Anna will demonstrate her story telling. It will also involve modeling cooperation by directing using nonverbal and verbal cues.
Another instructional decision is to add challenge and to give cues to elongate Anna’s stories(Conroy, et. al, 2014)… This can be through prompts using “w” questions during the story telling e.g. “How many birds flew away? 1, 2,…” “How did they fly away?” “Where did they fly away? On top of the…”
There is also the instructional decision to provide Anna relevant information during play and social activities (Kraft, Marchand-Martella and Martella, 2003). ……………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………………..
systematic act of looking at the behavior of a child
1.)What are some of the things you are looking for in a potential advanced practice position? What other benefits in addition to salary would you be sure to include in any negotiation discussions? What are some negotiation tactics to use to ensure you receive the salary/benefits you desire? Are there any “deal breakers” that come to mind when negotiating an employment package? What does the job market look like for FNPs in Arkansas?
2.) Do you have any interest or current plan to pursue the DNP or other doctoral degree? Why or why not? What are the benefits or additional opportunities afforded to those with a doctoral degree in advanced practice or elsewhere? Are there particular things that you would be looking for in a DNP or other doctoral program? What is the current percentage of doctorally-prepared nurses in the Southern United States. Do you think it is important that nurses as a whole pursue terminal degrees? Use potential advanced practice position
The advanced nurse practice has been my dream position and some of the things that I look forward into in this position are the ability to engage in specialty practice. I look forward to making diagnosis and management of patients with chronic illnesses, being patient advocate, and developing patient care plans. When making negotiation for the APN position, other than salary I would include benefits such as health insurance, paid leave, continuing education allowance, and professional liability insurance. Before beginning salary and benefits negotiation, I would need to prepare by researching the average salary and benefits and then propose them to my potential employer. During negotiation I would outline my professional competence including my education levels, state licensure, work experience, certification, flexibility, and enthusiasm. Then I will show how I will contribute to the patient outcomes and the overall organization objectives. The potential “deal breaker” that comes into my mind is a lack of educational and professional growth. The Arkansas healthcare market is expected to grown and demand for nurses is going to increase (NurseJournal.org, 2020). The healthcare industry in Arkansas is expected to experience a growth of about 36% by the year 2026. I have an interest and a plan to continue advancing my nursing education. This is because with advanced education, I will be prepared more to handle diverse and advanced patient care needs. The nurses with in advanced practice or those with doctoral degrees enjoy opportunities such as possibilities of assuming nursing leadership roles. In pursuing DNP, I would be particularly concerned with ensuring I get specialty in area of chronic illnesses. Less than 1% of the registered nurses in Southern United States are doctorally-prepared. Although nurses need to pursue advanced education, not all nurses should pursue terminal degrees such as PhDs in nursing. The terminal degrees prepare nurses to………………………………………………………………………………………………
The concept behind the triple bottom line is that companies are responsible to all their stakeholders. This includes everyone involved with the company, whether directly or indirectly. It also includes the planet on which we all live. This approach views shareholders as very important stakeholders. This approach also recognizes the need for companies to consider other important stakeholders in the company, including employees, customers, vendors, and the larger community.
For this week’s discussion, please respond to the following:
How would you implement the triple bottom line (people, planet, profit) concept at your chosen company, whether you are using the snack food company scenario or the company of your choice?
Keep the following format in mind as you complete this week’s discussion:
Profit: When looking at profit from this theory’s perspective, the idea is that profits will help empower and sustain the community as a whole. Profits are more than just a benefit for shareholders. Briefly explain your approach.
People: Describe your approach to caring about suppliers, customers, employees, and the community. For example, one way to care about employees is to provide a good working environment, training and development opportunities, and health care.
Planet: Explain your approach to minimizing your company’s impact on the environment. For example, your company might develop a process to minimize waste or reduce energy usage, such as using recycled materials in its production process.
Post at least one substantive comment to another student’s post.
Notes
Textbook Chapter 14, “Social Responsibility & Sustainability,” pages 259–270, provides additional detail on this topic.
You will use the information from this discussion post and the feedback you receive in the Social Responsibility section of your Week 8 assignment, Operations, Technology, Management, and Social Responsibility Plan (With Financials).
In your response, include:
1. A brief description of your business (name of the company, what you do, what products or services you are selling)
2. Use the 3 headings (People, Planet, Profit) and discuss per the instructions. Specific examples of what you will do at your company are required.
Additional resources:
Check out these videos to see how the concept is applied at Honest Tea Company.
“Dr. Woody Interviews Seth Goldman of HONEST Tea” (6 min 1 s)
How entrepreneurs can change society – the story of Honest Tea: Seth Goldman at TEDxMidAtlantic
When a firm is looking at the number of suppliers they should have, it is important to take into consideration the type of business they have as well as the type of relationship they are hoping to have with their supplier.
For example, when a brokerage is looking to get professional photos on all current and future listings, they would benefit from having one photography supplier. One of the advantages of having one supplier is the ability to build a long term partnership that allows both parties to develop methods and expectations that will lower costs. “These close partnerships often lead to high levels of dependency between the customer and the supplier” (Vonderembse, & White, 2013). Because the brokerage uses one photography company, the ordering and delivery process is seamless and the turn around time is quick. In addition, the cost per photo decreases because of the amount that is ordered and the loyalty they show each other. It is important that both the brokerage and the photography company develop contingency plans to deal with unexpected problems that may occur.
The photography company may choose to outsource the editing process and benefits from having multiple suppliers. The reason this works is because no one company can edit the photos fast enough to get them back to the brokerage the following day. By having multiple suppliers the photography company can divide the editing work, and instead of getting photos back 24 hours later, they are able to get edited photos back and sent to the brokerage within 12 hours. One of the disadvantages this could have is the consistency in quality editing from the multiple sources, it is important to have each supplier deliver the same level of quality.
In conclusion, when determining if a firm should have one supplier or several, it is crucial to look at the business structure and determine the type of relationships needed to be successful. A large grocery chain will benefit from forward vertical integration, while a brokerage needing photos has no need for it.
References:
Vonderembse, M. A., & White, G. P. (2013). Operations management [Electronic version]. Retrieved from https://content.ashford.edu
Respond to…
Should a firm attempt to have fewer or more suppliers? What are the advantages and disadvantages of each approach?
My initial response is that it depends on the situation. Looking at it from my organization we have areas where we utilize dozens of suppliers and some where we have only one. The advantage to having fewer or even just one supplier is that these, “relationships enable both parties to work together for greater integration of the supply chain and for development of methods that can improve quality and lower costs,” (Vonderembse & White, 2013, Chap. 5.4). The reason behind having one, in my example, is that it makes it easier to customize those products or services. We use one vendor for all of our shipping supplies. We have customized shipping containers and product specific packaging materials that they have developed around our specifications. In this way we have a working partnership with this vendor.
On the other side of the discussion, we distribute almost 20K different SKUs. In order to carry such a diverse selection for our customer we have dozens of supply vendors. Because of our sales volume, these vendors compete for space within our building especially those with like items. We also have our own manufacturer that produces generic versions of our most popular items. I would relate this to the backward vertical integration discussed in our text (Vonderembse & White, 2013). This gives us flexibility on what products we produce and gives us a competitive advantage over the brand name items, at least from a cost perspective.
Reference
Vonderembse, M. A., & White, G. P. (2013). Operations management [Electronic version]. Retrieved from https://content.ashford.edu/
