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Crosby t supervisors p&p manual_wk11
- 1. Marion General Family Birthing Center Supervisors Policies and Procedures Manual
- 2. Welcome Supervisors to the Marion General Hospital Family Birthing Center Family Birthing Center at MGH As Supervisors in the Family Birthing Department here at MGH we want you to be well acquainted with our policies and procedures. This manual will explain and give you examples and details of all our policies and procedures that you will use while being supervisors in the family birthing department. Again, we would like to welcome you to the team and cannot wait to see what you have in store for the family birthing center department.
- 3. Overview and Expectations Responsibilities Supervisor's Expectations Work Schedule Day-To-Day operations Provide Excellent Patient Care Monday-Friday -Patient care is our number one Annual Goals and objectives 1st Shift- 6:00 AM- 2:00 PM priority 2nd Shift-2:00 PM- 10:00 PM -Second Home Managing staffing levels -Safety and well-being 3rd Shift-10:00 PM- 6:00 AM -Patients feel relaxed and at ease Demonstrate compassion, after have birth respect and caring -Excellent experience -Cater to their every need. Focus on patient-centeredness Weekend Saturday-Sunday Security Measures Make schedules 1st Shift- 6:00 AM- 2:00 PM -Security tags are on newborn at 2nd Shift-2:00 PM- 10:00 PM all times Evaluates Performance 3rd Shift-10:00 PM- 6:00 AM -Security devices are working Assist the families properly at all times Make sure the security is Seminars working at all times -Every six months a seminar is Patient Safety required -Parenting Tips -Family Birthing Tips
- 4. Coaching Subordinates Exhibit Leadership Traits Train employees Listen to employees Give Negative Feedback Praise Publicly Set Good Example Offer Support
- 5. Team Building Requirements: -One Seminar a month Ethical Organization Corporate and Social Responsibility Risks and dangers of socially irresponsible events and activities -Positive Work Environment Centered around Team Building -Team Unity
- 6. Morale and Motivation Issues Keep High Levels of Morale Keep Employees Motivated Praise, Reward, Recognize, Employees I
- 7. Communication Skills Different Types of Communication Face-to-Face/One-to-One Communication Written Communication Meeting Communication Visual Media Communication
- 8. Hiring and Labor Practices I Affirmative Action Underutilization of minorities and females Unlawful Inquiries Can only ask certain questions Age Discrimination in Employment Act of 1967 Cannot place age limit Rehabilitation Act of 1973 and the ADA Hiring practices and promotions and those that require accommodations
- 9. Complaints Seven Steps for handling complaints I 1. Listen carefully. The initial complaint is often only a trail balloon to see how you will react. You may have to dig deep to find what is under the surface. 2. Investigate. Is the complaint legitimate? Are there less obvious but more serious problems behind this one? Are other people affected? Is the situation getting better, or is it getting worse? 3. Choose what, if any, action is needed. Get help if you need it. Ask the complainer what he or she wants to accomplish. Make certain your proposed solution will not make matters worse. 4. Inform the complaining employee about your finding and what you propose to do. Do this without undue delay. If your remedy is not satisfactory to the employee, seek alternatives. 5. Implement your decision. 6. Follow up on implementation, checking the effectiveness of your action. 7. Record what has happened, retaining sufficient documentation to be useful should the particular complain arise again or if some new action involving the complainant must be taken
- 10. Grievances Four Phases 1. Management Resolution Steps 2. Qualification for hearing 3. Hearing 4. Review of the hearing decision
- 11. Hiring Process Hiring Identify employees that would be an excellent fit Recruit Employees Interview Employees Select the best qualified candidate
- 12. Develop, Implement, and Evaluate Customer Services Develop Identify Customer Need Have Caring Attitudes Implement Customer Service Training Under Promise and Over Deliver Seminars Evaluate Surveys
- 13. Performance Appraisal /Personnel Retention Performance Appraisal -Verbally or Physically -Post Memo -Awards Personnel Retention -Cash-Oriented Compensation Plans -Career Development Offerings -Promotion Initiative
- 14. Staff Development -Professional Meetings -Seminars -Consultants -Guest Speakers -Publications -Computer Programs -Customer Input -Venders and Sales Representatives
- 15. Managing Conflict in the Workplace Conflict Workplace Being a supervisor in the Family Birthing Center may require that you give counseling to your employees from time to time. It will be able to you to determine if an employee may require counseling and the steps that you will take to do so.
- 16. Counseling Employees Reasons for Employee Counseling -Poor Work Habits, Chronic Complaining, Complaints from patients, Violations Deciding if the need for counseling exists -Does the behavior or performance meets standards Prepare and Conduct Interview Prepare-Assemble the following information -Ask Questions Conducting Interview -Following the 8 Step Rule
- 17. Managing Negative Employee Behavior Learn Different Personalities Chronically Critical Employees Jealous Negative Attitudes Gossips Negativists Know-it-alls Incessant Talkers and Socializers Uncooperative Silent Ones Questionable Appearance Super-Sensitive Messy Work Areas Moody Hostile People
- 18. Safety in the Workplace Workplace Safety As supervisors in the Family Birthing Center it will be your responsibility to help keep your department safe. This includes any type of violence that occurs and any type of confrontation between your employees and between you and your employees. You will be required to implement policies and procedures as well as scheduling violence in the workplace seminars for your employees.
- 19. Characteristics of Violence Prone Individuals Reputation as a loner History of drug abuse or alcohol use Obsession with weapons Lack of tolerance for criticism Hair-trigger temper Has made statements suggesting feelings of despair about personal or job related matters
- 20. Conflict and Confrontation Conflict Strategies Avoidance Flight Surrender Compromise Collaborate Confrontation Confront Problems Issues Disagreements
- 21. References McConnell, C.R. (2010). Makers Management Skills for the New Heath Care Supervisor. Boston, MA: Jones and Bartlett Publishers.