Gina Terriciano
Journal-Module Three
July 27,2018
The case study I chose for my final project is Case 13: Emanuel Medical Center: Crisis
in the Health Care Industry by Randall Harris, Kevin Vogt, and Armand Gilinsky. Emanuel
Medical Center's mission is to be the community's preferred choice for healthcare services.
Their vision is "To help the people of Emanuel County and surrounding areas live healthier and
happier lives." Lastly, their values include; being Patient-Centered, Quality care, integrity, team
work, commitment, and responsiveness. All these components listed above are what make up
the healthcare organizational goals as a whole and the company should strive to meet these
goals 100% of the time.
The mission, the vision and the values listed above all impacted the directional
strategies. The company needs to have goals to ensure they are doing the work that they are
supposed to be doing to get their jobs done, provide quality care and to also uphold their goals
of meeting their mission statement and vision. Emanuel's focus should be to become the
community's most preferred choice for health care services because that is what their mission
states. Having a mission and goals sets the bar on the kind of help you employee and gives the
company some culture. The mission statement explains that they want the company to be the
preferred healthcare spot in the community and this is a directional strategy because it gives the
staff something to work towards, and it gives the company a purpose.
In the case study, it seems that from the start the family that has brought their sick child
is unhappy with the care being provided to them by Emanuel. It is understandable to some that
they need to wait when they arrive in the Emergency Department, but the patient main
complaint was a fever. The patient's vitals were not taken, and the family was left alone for a
while longer. The patient the vomited and finally some returned hours later to take the patient's
temp only to diagnosis her with the flu and they sent her on her way. Her parents continued her
care elsewhere, and she was properly treated and diagnosed with a UTI. The patient's parents
were enraged and filed a complaint with the board of health in California.
Unfortunately, there were many factors that went into the issues involving Haley's care.
Not only that but the issues that went on also did not coincide with the missions and the values
of the company. When this happens, the reputation of the company gets tarnished and it makes
it easier for a bad word of mouth review to spread around. Especially in a time of social media
where anything you say is connected to everyone on the internet