These questions are about applying the chapter content. It’s often helpful to discuss them with classmates or mentors, gaining different perspectives on the issues.
1. What is the transformational leadership response to the following comments? a. From a patient: “Nobody is answering my call light.” b. From a physician: “The patient care team X isn’t as helpful as they should be.” c. “[Patient]’s husband walks with a cane. She says he can’t visit her because it’s so far from the parking lot.” d. From a classmate at an HCO in another city: “I’m looking for best practices in inventory protection. What can you tell me?”
2. You’re rounding, and associates say the following things. What is the best response to support the mission and the transformational culture? Your response should include what the leader should say, and at least the first round of any next steps that the leader should take. a. “So-and-so hit on me.” b. “We need more staff!” c. “So-and-so was late today and sick yesterday. Third time this month!” d. “I disagree with the orders on this patient.” e. “Dr. So-and-so never washes his hands!”
3. A governing board member suggests that the board request an audit of the HCO’s record on disrespectful and discriminatory behavior toward associates, especially minority groups. “Given all the attention these issues have had recently, I want to be sure our HCO is living up to its values,” she says. The board agrees, and the chair asks senior leadership to provide a plan for the audit at the next board meeting. What should the major elements of the plan be?
4. Discuss the following statements. Does an HCO where these statements are true gain a competitive advantage? Why or why not? a. Managers do not give orders. b. Managers do not make decisions. c. Managers spend a lot of time listening. d. Imagination is an important leadership skill. e. “We’ve always done it this way. Changing won’t accomplish anything.”
5. Suppose a manager colleague at your HCO says, “I don’t think our culture is where it should be.” Conversely, another leader says, “I disagree. I think our culture is fine, and we spend too much money on training and rounding.” What evidence would you review to validate or clarify their concerns? How would you reach a consensus on defining “where our culture should be”? On “too much money,” or, better yet, on “the right amount of money”?