Case

ROYAL INLAND HOSPITAL

Royal Inland Hospital, Kamloops, British Columbia. Canadian health care is publicly funded and
administered by provincial and territorial governments. Most Canadians are proud of their health
care system with public hospitals and universal health insurance that provides preventive care
and treatment to all Canadian citizens. The British Columbia Ministry of Health has divided the
province geographically into seven large “Health Authorities” in order to provide care to BC
residents. The Interior Health Authority has several hospitals under its jurisdiction including the
Royal Inland Hospital, which serves patients in Kamloops and the surrounding Okanagan region.
Lately, Royal Inland has come under intense scrutiny for a series of grievous management and
patient care issues: In one instance, surgical instruments and implements that were supposed to
be sterile prior to surgery were found contaminated with bone fragments and surgical cement
from a previous operation. A few weeks later, another contaminated surgical cement bottle was
found on a surgical tray prior to surgery. These contaminations forced the cancellation of all non-
emergency procedures, and hundreds of patients were affected. Staff at Royal Inland claimed
that the problem had existed for months, and the RCMP investigated whether the contamination
could have been the result of deliberate sabotage. The situation was not only potentially
dangerous for patients, but very embarrassing to hospital staff, management, and the provincial
government.
Top managers were called in to analyze the problem and come up with potential solutions, and it
was immediately suggested that a number of Canadian hospitals use teams to improve patient
care and service; maintain a clean and sanitary environment; manage costs; reduce patient
mortality rate; and reduce medical errors. Providence Health Care in Vancouver and Toronto
General Hospital use patient-centred care teams, who are responsible for everything from
admission to discharge, and process-centred care teams, who are charged with identifying
hospital processes and making them more effective and efficient. Successful patient- and
process-centred teams may help Royal Inland reduce dangerous, costly, and embarrassing
medical errors, while at the same time improve quality of patient care, increase customer
satisfaction, and perhaps help reduce overall costs.
1. As a manager at Royal Inland, what management functions would repair the damage that has
been done to the brand, and help the company to move forward?
2. Conduct a brief situational analysis to identify Royal Inland’s internal strengths and
weaknesses and determine external opportunities and threats.
3. Would a team be likely to resolve the issues at Royal Inland?
4. What type of team might be used at Royal Inland?
5. Why is team cohesiveness important? What can Royal Inland do to promote team
cohesiveness?

1. As a manager at Royal Inland, what management functions would repair the damage that has
been done to the brand, and help the company to move forward?
To be a manager at Royal Inland, we will be willing to spot loss or fault associated problems that
have been made to the company in the administrative roles of managing. At this point, we will
analyze and test the required deviations that have been caught between planning data and
actual data on execution. We'll be focusing on detecting any defects at this point. Nevertheless,
here it involves fixing after harm or faults are detected; such repair should be performed as part
of executing or coordinating management functions. We must fix the flaws or harm that have
been caused to the name in the organising activities, and help the organization step ahead.

2. Conduct a brief situational analysis to identify Royal Inland’s internal strengths and weaknesses
and determine external opportunities and threats.
At the Royal Inland hospital, I found that there were a few staff in the patient's case office who
had really strong listening skills. Because of this they have been trained to communicate with
patients to successfully address their challenges and issues. They were able to deal with patients
of different moods and help them in one way or another.

Weaknesses are, Although some customer service employees had good communication skills, I
also saw those employees who were unable to deal with customers and had to look at their
colleagues for answers whenever a patient complained. Because of this, patients had to wait and
that increased their bad hospital experience of any kind.

Opportunities for the Royal Inland Hospital will / can offer appropriate instruction to the patient
relations office staff to develop their management skills and to refine the other abilities needed
for this work. They can even hire new employees who satisfy their demands.

Threats like Many new hospitals are being built now that give tough competition to attract more
patients from time to time by asking patients for feedback and are actually using that feedback to
improve themselves.

3. Would a team be likely to resolve the issues at Royal Inland?

The team formation can lead to the distribution of responsibilities and accounting people for the
tasks to be done by them. Specific roles and work responsibilities will make people serious
towards their work and be a marker to define the quality and input of services by each employee.
This can improve the performance of staff and this overall condition of Royal Inland.

4. What type of team might be used at Royal Inland?

Working teams would be beneficial to the Royal Inland. Such teams have a specific function and
task that is to be done. Each team has a clear role and goal in hospital. It makes them efficient
and task oriented.

5. Why is team cohesiveness important? What can Royal Inland do to promote team cohesiveness?
Cohesion in a team means when people stay together and support each other in the work they
are doing and achieve a common goal. It makes members of the group feel that each of them
has productively contributed to achieving the goal. At the Royal Inland hospital, it is important to
have cohesiveness for the same reasons. Additionally, It would help the staff to feel good about
the work they do and also good about themselves. It will also boost up their morale to help and
serve the patients better, Some pointers that can help to boost cohesion can be as state mission;
practice teamwork; look for diversity; communicate effectively within a team; utilize the strengths
of every individual; celebrate success; give feedback and ask staff for their feedback