Lincoln Hospital: Third-Party Intervention

Presented by: Group 4

Gopal Mohanty 11202237 Gulrez Nazar Khan 11202272 Satyaki Ghosh 11202234 Niharika Devi 11202194 Monideepa 11202030

Roadmap

Case Overview Diagnosis and intervention Case Questions Conclusion

Case Overview
Lincoln Hospital(a 400 bed Profit making Hospital,Southwestern,US) new Chief of Surgery being appointed Operating Room (OR) Hazards 40 pc Nurses left last 8 months, shortage of specialized nurses Mismanagement (like orthopedic doc. started surgery but Prosthesis missing, Anesthesiologist were on holidays and more) resulted in delay in operations War between doc and nurses..esp. between Don(new chief Surgeon and Mary, the OR director).Surgeons considered their own time more valuable than any others Dilemma for the President Had to hold the physicians as they threatened to take the patients elsewhere esp. with stiff competition, costs involved and changing govt. regulations and accreditation standards, with Don being the chief now. On the other hand,Mary,13 yrs old OR Director is a person of strict discipline, principle and almost every time take right decisions be it budget or being loyal to management. President advice to both to have more of interactions and meetings and hence resolve the differences being sprouted up and think in positive lines of OR development. The result as expected, Neither of them came closer, as Mary thought its pointless to go for discussion and Don had his power distance. Terry, new Exec.VP and COO, an Observer chosen by the President.

Cont
Diagnosis and Interventions
Psychological Contract formed,3 VPs appointed as observers with Don And Mary being interviewed first; results both stand on their opinion, ego-class between them. Next to that surgical head nurses, VP,Exec.VP,the President and the 25 physicians were interviewed. There were supporters from both side. Its no denying the fact Mary got her share of support more from managers while doctors supported Don. While both controls each ones activity like Mary looked after the Surgeons working conditions while Don maintained the patients flow. Cooperation between both stands for toss. Whether Third party Intervention a solution Questions following this will answer to this and more.

Q1: If you had been called by Lincolns president to help resolve the problems described in the case, how would you carried out the contracting and diagnosis stages? What you have done differently than what the OD consultant did?
If I been asked to intervene in the Lincoln Hospital crisis, I would have started by meeting the hospital president. I would ask the president what the problem was and what kind of resolution the hospital wanted so that I would know what my role was. I would use the preliminary meeting and information gathered therein to determine the extent of conflict and also gauge of the resolution that the hospital was hoping for was feasible. After the meeting, I would discuss and agree with the president upon a contract in which the roles of the hospital administration and the role of my consultant would be lied down and payment terms discussed. After that I would commence the diagnosis process. I would meet the conflicting parties with the president and inform them why I was there and what the hospital and I hoped to accomplish. I would then have an in-depth one-on-one meeting with the parties in conflict to know how each viewed the situation and what was at stake for them. I would then meet with other parties likely to contribute to understanding what the problem was. After that I would analyze all the information, deduce the problem and a solution. I would conduct the interviews the same way that the OD consultant did because its effective.

Q2: Is third Party intervention an appropriate intervention in this case? Other possible OD interventions?
Intervention used was most appropriate: Biggest problem in the hospital crisis lay with Mary and Don and nobody in the hospital was removed enough to intermediate. Problem was not with just their past but also ways in which they can work together in future and the intervention was able to teach them better ways of communicating and compromising while acknowledging that their choices affect each other. Team building:

It would strengthen the team.

Give them an opportunity to settle their differences and build towards a common goal.

Q3: How effective was the thirdparty intervention?

The intermediary made a design that consisted of perception sharing, problem identification, contracting and follow up meetings. Then the written questions really helped them to know their self behavior and knowing their personalities well which really proved as a effective tool . Oral responses was yet another effective way to remove all kinds of hostility and misunderstanding that they had for each other . Positive perception was another effective way to work on their criticism part. Writing questions and oral conversation it proved effective in lot many ways to identify specific problems to address.

Next steps?
Mediation can be done monthly wise in a routine format. Follow up meetings would help them know better. Maintaining a checklists. Problem Solving Workshops.

Conclusion
Interventions plays a vital role in this case as it changed the whole dynamic of the relationship between Mary and Don i.e., from mutual isolation to collaboration, focus of problems to a focus of solutions . Both of them were having egoistic problem and none of them were ready to talk with each other. With the help of third party intervention, they solved their problem. It aimed at improving interpersonal and group processes such as organizational problem solving , leadership ,visioning and task accomplishment between groups. It is also important for OD practitioners to diagnose and understand relations.

Thank You