Leadership Case Study: Middle County Hospital Quality Initiative

This case study examines the Middle County Hospital's continuous quality improvement (CQI) project, focusing on its importance for hospital operations and JCAHO accreditation. The case highlights the role of a new management intern, detailing their interactions with the Director of Quality, Nathan Walker. The study begins with an introduction to the intern and the CQI program by the CEO, Katie Bent. The intern is assigned to assist Nathan in preparing a report, leading to an assessment of the intern's knowledge and skills. The case study analyzes the CEO's dedication, the intern's enthusiasm, and Nathan's approach to evaluating the intern's capabilities. Recommendations include the Director explaining procedures and providing sufficient time for the intern to adjust. The conclusion emphasizes the intern's dedication and positive attitude, which is crucial for organizational success. The case also references the importance of hiring employees committed to achieving business goals and objectives. The document discusses the significance of the intern's feelings, nervousness, and developing confidence in the context of quality management.

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Case study
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Introduction
In the given case study, the Middle County Hospital’s project of Continuous improvement of
quality and its importance for the hospital’s operation as well as for their accreditation by the
JCAHO is detailed and the role of new intern of management in that project is highlighted. The
case depicts the feelings and dedication of the new intern in the hospital’s working and his
friendly acquaintance with the Director of quality, Nathan Walker. In the following section the
case’s summary, the learnings which are gained, and lastly the recommendations and conclusions
are summarized.
Summary
In the given study, the case starts with the Middle County Hospital’s CEO, Katie Bent inviting
the new Intern of management to the morning meeting on Monday with all her staff of
management. In the commencement of the meeting, she introduced the intern to all the members
present in the meeting by giving brief introduction about her education and the projects and
responsibilities the intern will be taking care of. The CEO, after introduction, proceeded the
meeting by detailing about the program of Continuous Improvement of quality and its
importance for the hospital’s operation as well as for their accreditation by the JCAHO. Since the
New Intern had good knowledge about management of quality, the CEO assigned him to assist
Nathan in providing the report on which the CEO could base her presentation. After the meeting,
Nathan and intern got acquainted with each other and Nathan gave description about his
learnings and skills and asked questions from the Intern regarding same. In order to assess his
present knowledge, Nathan gave some assignment to intern regarding the CQI Project and gave

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homework to him. The intern confidently accepted the assignment and brushed up his skills and
knowledge regarding the quality aspects.
Key Learnings
From this case study, it was analyzed that the CEO of the hospital was friendly and dedicated for
the hospital and its operations and was extremely dedicated to achieve the accreditation by the
JCAHO. She assigned the intern to the director of quality on the first day itself. In further
paragraphs, the dedication of the intern was represented and also his consciousness and
nervousness while responding to all the questions of Nathan was depicted. The approach adopted
by Nathan to assess his skills was also correct as he first asked his own method of assessment
and gave a deadline to check whether the intern was serious regarding completion of projects in a
set time frame.
Recommendations
After assessment of the case, it has been identified that the Director of Quality has correctly
detailed about the two issues which the hospital is taking care of regarding continuous
improvement of quality in which one case was decreasing the quantity of redo’s in the area of
imaging and second was improving the customer satisfaction with services of food provided by
the hospital. The Director should first explain the procedure to the intern which they adopt and
give sufficient time to him to adjust in the new atmosphere as well as make him comfortable to
start his work. He must not put the workload on intern immediately from the day of joining itself.

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Conclusion
After successful reading of the case, it can be concluded that the intern was highly dedicated to
work with this hospital and he showed his enthusiasm while interacting with director of quality.
He agreed to all the tasks that was assigned to him and showed positive attitude to achieve the
task within deadline. He brushed up his skills regarding the quality management and got more
confidence over his knowledge. The hospital should hire the employees like him only who want
to contribute to the success of the organization and achieve the goals and objectives of the
business. This case study briefs about the projects on Continuous improvement of quality and the
aim of CEO to achieve the success over it. The significance of the situation depicted in the case
study is regarding the feelings and nervousness of the new intern and his confidence that is built
up when he was assigned to the Director of Quality on the first day of his joining. He was
continuously thinking about recollecting knowledge over his subjects and giving the best results.

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REFERENCES
Essentials of Quality with Cases and Experiential Exercises. (2017). Google Books. Retrieved 21
February 2017