Ref07ABCHospitalManagerialCoreCompetencyModelWord文档下载推荐.docx
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Ref07ABCHospitalManagerialCoreCompetencyModelWord文档下载推荐.docx
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3.Flexibility/AdaptabilitytoChange
4.Teamwork
5.EffectiveUseofResources
6.Leadership
7.Vision/Planning
8.PhysicianCollaboration
Competency:
Technical/ClinicalKnowledge
Definition:
Usestechnical/clinicalknowledgetoimprovequalityandindividualandorganizationalperformance
StageI
StageII
StageIII
▪Carriesoutbasicworkroutinesorproceduressothatworkiscompletedaccordingtoexpectationsforqualityandtimeliness
▪Maintainssafepractices
▪Continuallyimprovesperformanceofbasicworkroutinesorprocedures
▪Recognizessituationsrequiringnon-routinesolutionsandusesotherpeopleasresourcesforfindingthebestsolution
▪Addressesnon-routinesituationsfromavarietyofperspectives,considersseveralalternativesandchoosesthebestcourseofaction
▪Readilylearnsandappliesnewinformationandconcepts;
continuouslyfindsnewandbetterwaystodothings;
developsbetterworkmethodsandsystemsforthedepartment
▪Willinglyassistsotherswithtechnicalorclinicalquestionsorissues
▪Showsothersnewandbetterwaystodothings
▪Developsbetterworkmethodsandsystemsforthedepartment
▪Leadsothersinfindingbetterwaystodothingsandinsolvingcomplexproblemswithinanareaofexpertise
▪Activelyincreasestheknowledgeofeveryonewithintheorganization
▪Effectivelysolvesmultidisciplinaryproblems
▪Sharestechnicalknowledgewiththebroaderprofessionalcommunitybywriting,speakingandconsultingorcollaboratingoutsidethehospital
CustomerService
Providesthehighestlevelofcareand/orservicetocustomers,includingpatients,families,physicians,otherassociatesandallforwhomweprovideservice
▪Showsrespectforcustomersbymakingeyecontact,addressingbyname,greetingthempleasantly;
maintainscustomerconfidentiality;
showsgenuineinterestinandconcernforcustomerneeds;
listensactivelyandseekstounderstandandmeettheirneeds
▪Respondstocustomerrequestspromptlyandcourteously;
continuestobecourteousundersomewhatadverseconditions;
understandsandaccommodatescustomerpreferences(e.g.preferredname,minorschedulingadjustments
▪Exhibitspositivenonverbalcommunicationincludingfacialexpressions,toneofvoiceandbodylanguage;
explainsprocessesandprocedurestocustomer
▪Anticipatesneedsofcustomersandmeetsthoseneedsbeforecustomerasksforhelp;
consistentlyfollows-uptoensurecustomersatisfaction;
addressessomenon-routinesituationswithlittleinterventionfromothers
▪Identifieswhenitisappropriatetogooutsideofregularproceduresanddoessowhennecessary;
refersnon-routinesituationstoappropriateperson;
workscollaborativelyandinvolvescustomerstoresolvetheirneeds;
Participatesinaddressingnon-routinesituations
▪Analyzestheimpactofprocess/policiesonimmediatecustomersituationsindependently;
handlesuniqueimmediatecustomersituationsindependently
▪Consistentlydemonstratestheimportanceofmeeting,andwheneverpossible,exceedingtheneedsofcustomerstoothers
▪Identifiesneedforchangestopolicies,procedures,processes,andsystemsinownareatobetterservethecustomerandimplementsappropriateimprovements
▪Workscollaborativelywithinterdepartmentalandinterdisciplinaryteamstopromotehealthofpatientsserved
▪Identifiestheneedforchangesinpolicies,procedures,processesandsystemswithinthedivisionoracrossfunctionstobettermeetpatientneedsandimplementsappropriatesolutionsincollaborationwithothers
Flexibility/AdaptabilitytoChange
Maximizesperformance&
opportunityinaconstantlychangingworkenvironment
▪Respondspositivelytochangesinjobduties,assignments,etc.
▪Identifiesareaswherechangesinownjobdutiesmaybeneededtoaccomplishdepartment/organizationalgoals,andreportsthemtosupervisor;
changesownbehaviororapproachtoadapttothesituation
▪Acceptsopportunitiesforcross-trainingandhelpsoutinotherareaswhenneeded
▪Motivatesindividualsthroughexample,discussionorhelpingthemworkthroughsituationstoadapttochange
▪Motivatesworkgrouptoseekoutlearningopportunitiesandadditionalresponsibilityinresponsetochangesintheorganizationorenvironment
▪Adaptsreadilytothechangesinthehealthcareenvironment
▪Understandsandrelaysthe"
bigpicture"
▪Identifiestheneedforchangesintheenvironmentanddevelopscomprehensive,strategicchangesintheorganization
▪Seeslarge-scalerecommendationsthroughtoimplementation,oftenwithsomecalculatedriskinvolved
▪Engendersconfi
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