1. SHOPS is funded by the U.S. Agency for International Development. Abt Associates leads the project in collaboration with Banyan Global Jhpiego Marie Stopes International Monitor Group O’Hanlon Health Consulting Business for Health Business Skills for Private Medical Practices Module 6: Manage Human Resources

2. A Quick Start Welcome! While you are waiting for the class to begin, please take the Pre-Test and make sure your name is on it before you hand it to the facilitator. While you are waiting for the class to begin, please take the Pre-Test and make sure your name is on it before you hand it to the facilitator. Thank you!. 2Business Skills for Private Medical Practices

3. Agenda Welcome What Managing Human Resources Involves Why a Job Description is Important How to Recruit, Select and Orient Qualified New Hires How to Manage Performance What to Do to Retain Staff How to Handle Personnel Issues Summary and Evaluation Close 3Business Skills for Private Medical Practices

4. Learning Objectives During this session, you will: 1.analyze what employees need to be successful on the job; 2.explain why managing human resources is essential to a successful business; 3.write a job description; 4.describe how to recruit and select staff; 4Business Skills for Private Medical Practices

5. Learning Objectives 5.determine what should be included in staff orientation; 6.review a performance management process; 7.assess how your approach to human resource management affects employee morale and retention; 5Business Skills for Private Medical Practices

6. Learning Objectives 8.propose how to handle personnel issues; 9.explain the next step; and 10.state your key take-away from this session. 6Business Skills for Private Medical Practices

7. Introduction You will have 1 minute to introduce yourself: 1.Your name 2.Your position 3.Your business 4. How long you have had your business 7Business Skills for Private Medical Practices

8. What Managing Human Resources Involves Business Skills for Private Medical Practices 8

9. What Employees Need What do employees need to successfully perform their jobs? Business Skills for Private Medical Practices9

10. Successful Employee Performance According to Dr. W. Edwards Deming: “85% of an employee’s ability to perform successfully on the job depends upon the system.” Business Skills for Private Medical Practices10

11. Business Skills for Private Medical Practices11 So, if an employee is NOT performing satisfactorily on the job, the first place we have to look is: the first place we have to look is:

12. Business Skills for Private Medical Practices12 OURSELVES!

13. Why a Job Description is Important Business Skills for Private Medical Practices 13

14. Situation #1: Recruitment and Selection What document would have eliminated or minimized this problem? Business Skills for Private Medical Practices14

15. Situation #2: Performance Evaluation What document would have eliminated or minimized this problem? Business Skills for Private Medical Practices15

16. The Reference Point Business Skills for Private Medical Practices16 Announce Vacancy Reward Evaluate Train Assign Orient Hire Set Compensatio n Recruit Screen Terminate Discipline

17. The Reference Point Business Skills for Private Medical Practices17 Announce Vacancy Reward Evaluate Train Assign Orient Hire Set Compensatio n Recruit Screen Terminate Discipline Job Description

18. The Job Description 1.The key responsibilities of the job 2.The worker activities necessary to accomplish the key responsibilities 3.The time percentages for the key responsibilities and worker activities 4.A summary of the key responsibilities 5.The skills, knowledge and abilities necessary to perform the job Business Skills for Private Medical Practices18

19. Sample Job Descriptions: Business Skills for Private Medical Practices19 Medical Office Receptionist Office Nurse/ Medical Assistant

20. Job Description Worksheet 1.Title of Position 2.General Summary of Duties 3.Key Responsibilities 4.Worker Activities for Each Key Responsibility 5.Necessary Knowledge, Skills and Abilities Business Skills for Private Medical Practices20

21. How to Recruit, Select and Orient Qualified New Hires Business Skills for Private Medical Practices 21

22. 22 Recruiting, Selecting and Orienting Business Skills for Private Medical Practices 1.What method could you use to recruit applicants for a job? 2.How could you determine if an applicant is qualified for the job? 3.What method could you use to identify the best candidate for the job? 4.What does a new hire need to learn during an orientation session?

23. Recruitment Possibilities 1.Make working at your practice more attractive 2.Pay staff for referrals 3.Pay higher wages 4.Advertise in local paper 5.Create a brochure for staff Business Skills for Private Medical Practices23

24. Recruitment Possibilities 6.Provide additional benefits 7.Emphasize flexibility 8.Advertise online 9.Provide training for their CV 10.Use social media Business Skills for Private Medical Practices24

25. Business Skills for Private Medical Practices25 Selecting the Right Person for the Job Three areas should be checked when screening job applicants: Q u a l i f i c a t i o n s P e r f o r m a n c e V a l u e s F i t

26. Business Skills for Private Medical Practices26 Are they qualified for the job, based on past training and experience?

27. Business Skills for Private Medical Practices27 Will they perform the job in a manner acceptable to the practice?

28. Business Skills for Private Medical Practices28 Do they share the practice ’ s values?

29. The Consequences of a Poor Orientation How typical is this situation? Business Skills for Private Medical Practices29 What Else?

30. Employee Orientation  Mission and vision  Operations  Structure  Organization charts  Key contacts  Work rules  Benefits  Emergency procedures  Hygiene and safety expectations Business Skills for Private Medical Practices30 What Else?

31. How to Manage Performance Business Skills for Private Medical Practices 31

32. Year-Long Performance Management Business Skills for Private Medical Practices32 Identify Key Responsibilities Define Performance Standards Specify Means of Measurement 4 Measure and Give Feedback Continue Dialogue and Write Formal Evaluation 6. Identify Maintenance, Revision or Remedial Actions 1123 5 ✔ ✔ ✔ ✔

33. 1. Identify the key responsibilities: What is expected For example, B. Manage Patient Appointments Business Skills for Private Medical Practices33 Steps in Performance Management

34. 2. Clarify specific worker activities: How the key responsibility is to be accomplished For example, B1. Coordinates patient care B2. Schedules appointments B3. Notifies provider of patient’s arrival B3. Notifies provider of patient’s arrival Business Skills for Private Medical Practices34 Steps in Performance Management

35. 3. Identify the performance standards: How well the worker activities are to be performed Business Skills for Private Medical Practices35 Steps in Performance Management QualitativeQuantitative Appointment time meets client’s needs 95 % of patients feel the scheduling met their needs

36. 4. Identify the means of measurement: How performance will be measured For example,  Manager observes performance  Customer service questionnaire Business Skills for Private Medical Practices36 Steps in Performance Management

37. Employee Participation Employee participation in the decision-making for the first four steps in the performance management process will ensure their commitment to and trust in the process. Business Skills for Private Medical Practices37

38. 5. Identify the performance results: Give feedback to the employee For example,  What went well and why  What did not go well and why not Business Skills for Private Medical Practices38 Steps in Performance Management

39. 6. Identify necessary actions: Give feedback to the employee For example,  Maintenance actions  Revision actions  Remedial actions Business Skills for Private Medical Practices39 Steps in Performance Management

40. Performance Reviews Business Skills for Private Medical Practices40 The primary purpose of a performance review is to provide an opportunity for open communication about performance expectations and feedback.

41. What Caused this Performance Problem? Business Skills for Private Medical Practices41 1.What factors have contributed to Dr.Lona Mukudi’s poor performance? 1.In your opinion, what should Olga Adeti do in order to address this poor performance?

42. Decision Tree Business Skills for Private Medical Practices42 If the employee’s performance is not meeting the established performance standards: 1.Is this is due to the system? 2.Were there circumstances beyond the employee’s control? 3.Is this due to the employee?

43. What to Do to Retain Staff Business Skills for Private Medical Practices 43

44. What Kind of Gardener Are You? Business Skills for Private Medical Practices44 How is retaining employees like tending a garden?

45. The Three Keys to Retention Business Skills for Private Medical Practices45 1. A successful hire 2. Success on the job 3. A motivational environment

46. Retention Self-Assessment Business Skills for Private Medical Practices46

47. Why Employees Stay 1.I know what is expected of me 2.I have the materials and equipment I need 3.I have the opportunity to do what I do best 4.I regularly receive recognition or praise 5.My supervisor cares about me as a person 6.Someone encourages my development Business Skills for Private Medical Practices47

48. Why Employees Stay 7.My opinions seem to count 8.I feel that my job is important 9.My co-workers want to do high quality work 10.I have a trusting relationship at work 11.Someone talks to me about my progress 12.I have opportunities to learn and grow Business Skills for Private Medical Practices48

49. How to Handle Personnel Issues Business Skills for Private Medical Practices 49

50. Case: The Delivery Debacle 1.Please consider all of the stages in Felicity’s employment, from her hire to the current situation. Where are all of the places where the human resource management system fell short? Business Skills for Private Medical Practices50

51. Case: The Delivery Debacle Using the worksheet on page 47, please identify: 2.What are the performance management issues involved in this case? 3.Referring to the Decision Tree on pages 36-37, which of Felicity’s performance issues were due to the system or to the employee herself? 36-37, which of Felicity’s performance issues were due to the system or to the employee herself? Business Skills for Private Medical Practices51

52. Case: The Delivery Debacle 4.How should each performance issue have been addressed at the time it occurred? On page 48, please answer the last question: 5.Given the current situation and their review, what should MAC recommend? Business Skills for Private Medical Practices52

53. Summary and Evaluation Business Skills for Private Medical Practices 53

54. Evaluation Sheet 54Business Skills for Private Medical Practices

55. The Next Step Think like an employer: 1.Make sure all staff have accurate, up-to- date job descriptions. 2.Make sure all staff know how to maintain a safe and sterile environment. 3.Survey staff and take steps to ensure their morale is positive. 55Business Skills for Private Medical Practices

56. Let’s See How Much You’ve Learned Please take the Post-Test. We will compare it to your Pre-Test to see how much you’ve learned in this session. Thank you. Business Skills for Private Medical Practices56

57. My Key Take-Away 57Business Skills for Private Medical Practices