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Course/Unit Information
Course Extended Diploma in Healthcare Management
Unit Name Health Operations Management
Unit Code HX44 04

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 STUDENT DECLARATION

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 LEARNING OUTCOMES AND ASSESSMENT FEEDBACK

Name of the Assessor

Module Code & Title HX44 04 Health Operations Management

Module Learning Outcomes

Critically analyze a healthcare organization’s structure and culture and
LO1
organizational behavior.
Conduct a review of change management in the Healthcare delivery environment
LO2
and apply it effectively to organizational development.
Evaluate the key measures used to assess healthcare systems and process
LO3
performance.

LO4 Critically analyze and apply lean tools to improve healthcare processes.

Assessment Types Marks Marks Achieved

Assignment Task 1: Case Study 25
Assignment Task 2: Case Study 35
Assignment Task 3: Mini Project 40
Overall Score 100

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Summative Feedback:

Overall Feedback on
current work with
emphasis on how the
student can further
improve in future.

The following grading criteria will be applicable for the course:

Marks Grade
70 to 100 A - Distinction
60 to 69 B - Merit
50 to 59 Pass
40 to 49 Fail with
 Resubmit
0 to 39 Fail with Retake

GENERAL GUIDELINES
(Please read the instructions carefully)

1. Complete the title page with all necessary student details and ensure that the signature of
the student is marked in the declaration form.

2. All assignments must be submitted as an electronic document in MS Word to the LMS

(Use 12 Times New Roman script).

3. All assignments must be submitted with an accompanying Turnitin report.

4. Assignment that is not submitted to the LMS by the prescribed deadline will be accepted
ONLY under the REDO and RESIT submission policy of Westford.

5. The results are declared only if the student has met the mandatory attendance requirement
of 75% and/or a minimum of 50% under extenuating circumstances approved and ratified
by the Academic Director. The student has to repeat the module (with additional fees
applicable) if the attendance is below 50%.

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Example: John Smith_HOM

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Assignment Health Operations Management

Learning Outcome 1: Critically analyze a healthcare organization’s structure and culture and
organizational behavior.

 PC 1.1: Demonstrate critical understanding of a healthcare organization’s structure and culture,

and how this affects its operational efficiency.
 PC 1.2: Evaluate the impact of organizational behavior on employee engagement.
 PC 1.3: Discuss how teamwork aids organisational development and employee engagement in
a healthcare organisation.

Learning Outcome 2: Conduct a review of change management in the Healthcare delivery

environment and apply it effectively to organizational development.

 PC 2.1: Discuss how to manage change and achieve competitive advantage in healthcare sector.
 PC 2.2: Research and critically review at least two of the conceptual models and principles of
healthcare delivery systems.
 PC 2.3: Apply a range of ICT functions to improve healthcare delivery systems.

Learning Outcome 3: Evaluate the key measures used to assess healthcare systems and process
performance.

 PC 3.1: Research the clinical and non-clinical metrics that can be used to enhance
organizational performance.
 PC 3.2: Evaluate the cost benefits of augmenting patient satisfaction and process enhancement.
 PC 3.3: Critically review performance indicators by conducting an analysis of the perceived
problems with healthcare systems.
 PC 3.4: Recommend solutions and develop a model for enhanced performance.

Learning Outcome 4: Critically analyze and apply lean tools to improve healthcare processes.

 PC 4.1: Evaluate at least three different lean management tools that can be used to improve
Healthcare industry processes.
 PC 4.2: Apply at least three different lean management tools to a Healthcare clinic’s current
processes.
 PC 4.3: Recommend changes that should be implemented to improve operational performance.
Assignment Healthcare Systems and Process Performance

Read the following Scenario and prepare a Report with the guidelines provided.

Assignment Task 1 Case Study [25 Marks]

Rapid City Regional Hospital implemented a multidimensional hand-hygiene program to improve

hand-hygiene adherence in accordance with The Joint Commission (TJC) Patient Safety Goal #7:
Reduce the risk of healthcare associated infections (HAI). Root cause analysis uncovered three
primary reasons for non-compliance: takes too much time; dry, cracked hands from too much washing
and use of soap; and a non-supportive culture. Solutions included making alcohol hand rubs and
hospital-approved lotion more available, providing education and encouragement, establishing an
infection control hotline to report non-compliance, and holding physicians accountable. Hand-washing
compliance increased from 57% to 91%, resulting in a 21% reduction in HAI and dollar savings of
$291,450

Questions:
1- How do the characteristics of a healthcare organization and system influence performance? [10
MARKS]
2- Outline key methods to improve performance in a healthcare setting. [5 MARKS]
3- List some of the important Key Performance Indices (KPIs) that influence patient outcome
[5 MARKS] and growth of a healthcare organization. [5 MARKS]

Reference:
Boersma, Beth; Keegan, J. M. ; Planning and Implementation of a Multidimensional Hand-Hygiene
Program – Reduce the Risk of Healthcare Associated Infections (HAI) at Rapid City Regional
Hospital (RCRH), Health Care Division 2009
Assignment Task 2 Case Scenario [35 Marks]

Scenario:

A not-for-profit healthcare system found that adherence to clinical quality observed metrics for
inpatient heart failure discharge instruction was consistently below national standards. Working
toward a goal of increasing the observed rate of compliance from 45.3% to at least 90% by January
2008, the improvement team used the Six Sigma DMAIC (define, measure, analyze, improve,
control) approach and Pareto analysis to identify potential failures and the vital factors contributing to
the problem. Strategies developed to counter the vital signs and improve the process included
standardizing the discharge process across all nursing units, standardizing the most effective type of
discharge instruction, improving the knowledge level of heart failure discharge instruction elements
unit-by-unit with one-on-one training, and standardizing and simplifying the heart failure discharge
instruction process. Based on a three-month pilot, the project succeeded in reaching its goal of a 90%
compliance rate with heart failure discharge instruction.

1- What are the tools / techniques used in operations management to improve quality? illustrate
with at least three examples. [10 MARKS]
2- Analyze how lean management tools will be beneficial to the hospital to enhance the hospital
discharge policy? You may use diagram to discuss the patient flow from admission to
discharge. Discuss key factors that hinder smooth and effective patient discharges in any
healthcare setting. [10 MARKS]
3- How can Lean and Six Sigma be applied to improve healthcare operations, considering the
differences in concept and approaches of each of them. [15 MARKS]

Reference: DeFeo, Joe; Ralston, J. Er : Increasing the Percentage of Heart Failure Patients Who
Receive Heart Failure Discharge Instruction; Healthcare Division, The Global Value of Quality
2009

Assignment Task 3 Mini Project [40 Marks]

Choose your own healthcare facility / or any department at chosen health care facility, critically reflect
on weakness / challenges that need to be changed for better efficient and effective performance.

1- To fulfil the above given criteria, introduce your organization, show the organizational
structure chart of your chosen organization, and bring out the major cultural values your
organization follows. [10 Marks]

2- Reflect on Change Management and how to apply effectively to your organization

development. Align with strategic management practices by doing a SWOT analysis of your
chosen organization; based on weaknesses, opportunities and threats envisaged. Bring out
certain major changes you would like to bring about in the chosen organization. Review how
you will manage these changes, as well as resistance to change, to eventually achieve
competitive advantage in the market environment. [15 Marks]

3- While bringing about the changes in your chosen organization, highlight on how you will
monitor and control the changes being sought by your chosen organization, what will be the
performance indicators you would like to benchmark upon, techniques to implement the
changes, as well as the process and resources to manage the changes. [15 Marks]

Performance Descriptors
 Performance descriptors indicate how marks will be arrived at against each of the above criteria. The descriptors indicate
the likely characteristics of work that is marked within the percentage bands indicated.
Assignment (70-100%)
Assessment Criteria Work of an outstanding,
excellent & v. good standard
(*)
Executive Summary A critical overview with the help
(10%) of Executive Summary. Bring
out relevant authors, rival
theories, and major debates to a
very good, possibly excellent
(even outstanding) standard.
References beyond those
identified in session sources.
Introduction (15%) Introduction should explicitly
bring out relevant details
necessary to understand the
context of strategic management
practices in the organization.
The business scenario paints a
clear picture of current situation
using facts and figure or related
information from academic and
non-academic sources where
necessary.
Environmental Analysis Demonstrate ability to
and need for change (15%) accurately apply relevant tools
and frameworks to analyze and
identify the various factors that
have a significant influence on
the organization. Has critically
analyzed the factors in the
external environment and
evaluate their impact in the
relevant business context.
Demonstrates a critical
understanding of how the
environmental factors can have a
significant effect on the strategic
management process. Strategy,
organizational design and
lifecycle and its effect on
Organizational performance
(60-69%)
Work of a good standard.
A synthesized overview of the
Executive Summary, where
good use of existing academic
work and evaluation of main
work is given out coherently.
Some review of relevant authors,
rival theories, and major
debates.
Introduction should bring out
good relevant details necessary
to understand the context of
strategic management practices
in the organization. The current
company details discussed in the
context of the strategic
management. focus. The
business scenario clearly
described using adequate
terminology. Some external
sources (academic or non-
academic) referenced and
included to support discussion.
Demonstrates a good
understanding of frameworks
and tools from academic
resources. Good analysis done
well in respect to application of
relevant strategic management
frameworks.
Examples of effective use of
academic frameworks in order to
analyse the case scenario.
Examples of sound argument
and logical interpretation.
Strategy, organizational design
and lifecycle and its effect on
Organizational performance
discussed
(50-59%)
Work of a pass standard.
A reasonable overview of the
Executive Summary, where
satisfactory summary is given of
the whole produced work. There
is evidence of engagement with
pertinent issues. Key authors &
major debates are presented.
Evidence of suitable basic
reading.
Introduction should bring out
satisfactorily the local, national,
and regional context of strategic
management practices in the
organization. The current
company details discussed in the
context of the strategic
management. focus. The
business scenario described but
has gaps. External sources
(academic or non-academic) not
included or poorly used.
Demonstrates a satisfactory
understanding of environmental
analyses framework and tools
for analysis. Some analysis done
in respect to application of
relevant models, tools, and
frameworks.
The work is mainly descriptive
but has achieved all the
performance criteria.
Some mention of Strategy,
organizational design and
lifecycle and its effect on
Organizational performance but
not very accurate or insightful.
D (40-49%)
Fail
Limited overview of Executive
Summary. The work may be
an overly descriptive account
demonstrating only minimal
interpretation, and very limited
presentation of the whole
summary. No
counterarguments or
alternative frames of reference
are generated or considered.
Introduction is not
satisfactorily bringing out the
internal and external context of
strategic management practices
in the organization. The
current company details are
not discussed in the context of
the strategic management.
focus. The business scenario
has not been adequately
described. External sources
(academic or non-academic)
not evidenced or minimal.
Poor/insufficient use of facts
and figures observed.
The work may be an overly
descriptive account
demonstrating only minimal
and descriptive interpretation
of the tools and frameworks
and very limited evidence of
analysis, synthesis, or
evaluation.
A superficial and routine
description of the factors some
of which may not be logical or
accurate.
Strategy, organizational design
and lifecycle and its effect on
Organizational performance
E (0-39%)
Fail
Confused overview of
Executive Summary.
Fundamental misconceptions
of how to write an Executive
Summary. The work is mainly
descriptive and shows little or
no understanding of summary
requirements.
Too few references to
appropriate literature and no
evidence of independent
thought and/ or criticality.
Introduction is very sketchy
and does not satisfactorily
bring out the vision, mission,
employee size, revenues and
other information required to
understand the organization in
the context of strategic
management practices in the
organization at all.
Fundamental
misconceptions /lack of
knowledge of the tools and
frameworks used in analyzing
the environment Limited
analysis of a superficial nature
only lacks any attempt at
analysis, relying on
description instead.
Strategy, organizational design
and lifecycle and its effect on
Organizational performance
not included in adequate
detail.
 accurately identified and
discussed. Demonstrates mentioned but not very
excellent analytical ability. The accurate and superficially
key factors identified discussed.
effectively.

Strategy Identification and Has conducted a detailed and The work demonstrates a good The work demonstrates a There may be little evidence of No application of principle
implementation (25%) accurate interpretation of the level of understanding of the competence to apply the tools an ability to come up with and concepts in the strategic

situation. situation/business scenario. for analyses and adequately the sound strategy and chart out a management module. Strategy
Demonstrates excellent Relevant concepts and theories various factors and interpret proper implementation plan. devised Primarily based on

knowledge and understanding of have been utilized in the them to formulate suitable Formulated strategies not very wrong or faulty assumptions
the concepts and techniques for formulation. Some meaningful strategies in context of the related to the scenario or Conclusions and
strategy formulation. evaluation of the strategies business scenario described. Has lacking in understanding of interpretations of the tools
The discussion, analysis and within the context described. some awareness and has core issues to be resolved. confused or illogical and

interpretation demonstrate Fairly elaborate and in-depth reflected on the factors Implementation plan and unsubstantiated.
excellent knowledge of the with the different factors identified as well as discussion primarily Implementation and

strategic management process considered for implementation consequences Some helpful superficial and lacking in understanding of change
and ability to formulate and and the consequences identified insights and fairly good depth and adequate logic. Does management either superficial

evaluate strategies and and discussed. A fir use of knowledge on the application of not show awareness of the or lacking. Possibly no real
consequences well thought out change management principles change management principles. possible outcomes and lack a attempt to address the
and addressed in detail. A and understanding of it good understanding of the consequences and
detailed, logical implementation evidenced. change management principles contemplation of the strategy

plan with an excellent observed. or its outcomes.

understanding of the change
management principles has been
evidenced.

Leadership Styles & Org Demonstrates a clear Demonstrates a good Demonstrates a satisfactory The work may be an overly

Performance (20 marks) understanding of literature understanding of literature understanding of literature descriptive account
reviewed from good academic reviewed from academic reviewed from academic demonstrating only minimal
resources, peer reviewed articles resources. Good analysis done resources. Some analysis done in interpretation of the literature,
and journals. Critical analysis well in respect to application of respect to application of and very limited evidence of

done well in respect to relevant leadership styles and leadership styles to analysis, synthesis, or
application of relevant concepts the relation to organizational Organizational performance. evaluation.
and theories with adequate performance. The work explores and analyses
examples Examples of effective use of issues but is not strong on the

Clear evidence of independent academic frameworks in order to critical reflection and is mainly
thought and very effective use of analyze the relationship descriptive, Overall, it has the
academic frameworks in order to observed. Examples of sound component and elements
analyze, evaluate the argument and solid evidence. required to meet the

relationships. There is a performance criteria.

synthesis of the various insights.

Recommendations (5 Well-organised, logical, fully Well-organised, logical, Reasonably well-organised, Poor organisation; gaps in Assertions little related to
marks) supported by evidence, supported by evidence, logical, generally supported by reasoning; some obvious evidence, frequently illogical

recommendations clear and arise recommendations fairly clear evidence, recommendations recommendations omitted for or arbitrary; recommendations
from results/discussion; practical and arise from results & fairly clear and arise from results the list; other conclusions not if presented are disorganized;

and feasible, with clear discussion; practical and & discussion; practical and especially driven by the alternatives not considered; no
consideration of issues. Very feasible, with clear consideration feasible, with unclear or weak findings but from ‘common real understanding of the need
well-articulated of assumptions and limitations consideration of assumptions sense’. No real implications to draw conclusions,
recommendations of changes of the strategy. The discussion is and limitations of the strategy and reflection on the implications, and

envisaged, and the corporate well articulated as identified. Recommendations of recommendations of changes recommendations from results.
values incorporated to recommendations of changes changes envisaged, and the envisaged and the corporate Very poorly brought out

implement the changes. envisaged and the corporate corporate values incorporated to values incorporated to recommendations of changes
values incorporated to implement the changes just and the corporate values
 implement the changes. brought out satisfactorily. implement the changes. incorporated to implement the
changes.

Conclusion (5%) Well-organized, logical, fully Well-organized, logical, Reasonably well-organized, Poor organization; gaps in Assertions little related to
supported by evidence, supported by evidence, logical, generally supported by reasoning; some obvious evidence, frequently illogical

conclusions clear and arise from conclusions fairly clear and arise evidence, conclusions fairly conclusions omitted for the or arbitrary; conclusions if
results/discussion; practical and from results & discussion; clear and arise from results & list; other conclusions not presented are disorganized;

feasible, with clear consideration practical and feasible, with clear discussion; practical and especially driven by the alternatives not considered; no
of marketing issues. consideration of marketing feasible, with unclear or weak findings but from ‘common real understanding of the need

Recommendations driven by issues. Recommendations driven consideration of marketing sense’. No real implications to draw conclusions,
good deductions from findings. by decent deductions from issues. Recommendations not and recommendations week implications, and

findings. always driven by good and incoherent. recommendations from results.

deductions.

Presentation (5%) A balanced, well-structured A balanced, well-structured Case is cohesive, but may be Whilst some of the Significant failings in case
work, generally coherent in work. Overall clear well-written, hindered by inappropriate characteristics of a pass have balance, structure or writing

approach. Well-written, well well presented. Some small, balance, structure or writing been demonstrated, the work style. Repeated possibly
presented and largely free of repeated errors in grammar. style. Some small, repeated does not address the case significant errors in

spelling and/or typographical Good application of Harvard errors in referencing or requirements overall. Possibly referencing and/or grammar.
errors. Breadth of appropriate, referencing system. Breadth of grammar. Current and lacking in balance, structure or Critical failings in case

current, and relevant references appropriate, current, and relevant references and correct writing style. Some repeated balance. Possibly lacking in
and correct application of the relevant references and almost application of the Harvard errors in referencing and/or coherence is unstructured
Harvard Referencing Method. correct application of the Referencing Method. grammar. Limited use of and/or is badly presented.
Harvard Referencing. references.