The problem that is evident in this case study (True Care) is difficulties in balancing the combination of clinical and administration demand caused by the constant turnover of both licensed practical nurses (LPNs) and supervisors. The difficulties experienced in balancing the combination of C&A demand has resulted in constant changes in procedures that are challenging any semblance of consistency. Besides, the change of supervisors is affecting changes in the direction of training. The constant change of procedures has further demotivated, confused and frustrated employees. On the other hand, patients are suffering due to staff failure to show up for the assigned appointments.
There are various possibilities that C&A ought to take to solve the problem of balancing the combination of clinical and administrative demand. To start with, C&A should consider expanding to establish a better health care agency. In order to establish a better health care agency, C&A need to hire nurses that are ready to genuinely listen to patients’ needs and further take care of them to make their loved ones feel at ease in their homes. Craig and Ashley should also attract and retain high-quality nurses. The expansion of the clinical and administration sector will increase revenue through clients’ number increase, an increase in revenue per visit and an increase in the number of visits. The increase in the number of patients will increase the number of patient visits because the latter relies on the medical needs of each patient. Another option that Craig and Ashley can take is selling the business. As much as they will earn income from the sale of C&A, Craig and Ashley will not have fulfilled what they are motivated to do in their respective field of specialization.
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Among the above recommendations, the only suitable option of C&A is to expand the clinical and administration sector. The expansion of the C&A will need to focus on increasing revenue as well as provide a conducive environment for nurses and patients. In this case, adding some resources will increase the number of patients that will increase patient’s visit and eventually increase revenue generation. However, accepting patients with Medicaid and Medicare care will require additional certifications and significant energy to ensure appropriate documentation and approval of the whole process. The increase in the number of overall visits will require Craig and Ashley to expand into new areas like hiring more nurses. The current finances of C&A will enable Craig to come up with a well-managed plan to execute some of the changes. However, the market that Craig and Ashley are planning to enter has some established home health agencies but none of them has focused on clinical and administration as Craig and Ashley have planned. Additionally, Craig and Ashley have experiences in such kind of businesses and their focus in C&A will provide a competitive advantage that will stem from their genuine concern and understanding of the patients’ need.
The home health care agency (C&A) will depend on its finances to execute some of the changes but Craig will first need to determine the direction the C&A will take. In this case, Craig will be charged with the responsibility of drafting the C&A’s business plan, creating budget documents and compiling content for the company website. Firstly, the C&A will have to hire a new experienced RH to serve the new patient population. Ashley will focus on developing procedures and policies manual and craft for new employees. Craig and Ashley will also minimize employee turnover to make their staff feel appreciated and understood. Additionally, the C&A will have to provide wages above the average market and promote their supportive organizational structure to maintain adequate staff level. To promote a team environment, Ashley and Craig will have to conduct monthly meetings to enable employees to get to know each other and build a professional relationship. To facilitate ongoing communication among workers, the company will provide phones and laptops that will secure patient information. In-service pieces of training will be done to cover shifts in the health care policy to keep staff updated. After that, a lawyer will be consulted to review all documents provide feedback to make sure that the business foundation is sound.
