LMI SEMI-FINAL EXAM

COMMUNICATION

transfer and understanding of meaning

TRANSFER

information must reach the receiver

UNDERSTANDING

requirement of successful communication

Interpersonal Communication and Organizational Communication

2 types of communication

Interpersonal Communication

communication between two people

Organizational Communication

all patterns, networks, and systems of communication within an organization

Interdepartmental Communication and Intradepartmental Communication

Organizational Communication can be __ and ______

INTRADEPARTMENTAL

within the department only called…

INTERDEPARTMENTAL

different departments called

Control, Motivation, Emotional expression, Information

what are the functions of communication?

RECEIVER

Receives and interprets the message

Provides feedback to the sender

e-mail, text, written policy etc.

Verbal messages: May be through

MEDIUM (MODE OF TRANSMISSION)

Channel through which it is received

MESSAGE

May be verbal or nonverbal

Presentation is an importance variable

SENDER

Must have a particular understanding of the meaning, purpose, target, and desired response of the message

SENDER

Origin of the message

SENDER

MESSAGE

MEDIUM

RECEIVER

What are the 4 elements of the Communication Process

Information

Timeliness is crucial when relaying information and to prevent delay

INFORMATION

Communication provides the needed information to get things done in the workplace.

EMOTIONAL EXPRESSION

Communication in the workplace can also be used to share feelings of frustration and satisfaction and for the fulfillment of social needs

EMOTIONAL EXPRESSION

For many employees, their work group is a primary source of __social interactions.__

What is to be done

How well they're doing

What can be done to improve performance

includes clarifying to employees:

MOTIVATION

for employees to feel appreciated and validated

TRUE

informal communication may also be used as a form of control (T OR F)

Reporting of **job grievances**

Provision of **job description**

Relay of company **policies and procedures**

Ways communication is used as a control:

CONTROL

__**communication of formal guidelines**__ is necessary to control employee behavior.

casually talking to work groups

CAPTIAL BUDGET

Covers specific equipment acquisitions and building projects that require major financial commitments

CAPITAL GOODS

Fixed assets such as land, buildings, machinery, and equipment

SELECTION OF TIME FRAME

considered as the main working guideline for management

INCREMENTAL BUDGETING

Budget is adjusted based on previous experience of expected higher future cost.

Budget

a numerical plan for allocating resources to specific activities

Medium

Channel through which it is received

RECEIVER

Provides feedback to the sender

SENDER

Origin of the message

COMMUNICATION

Refers to the transfer and understanding of meaning

COST FINDING

A means by which a laboratory documents its costs for performing a particular procedure and then establishes its charges based on the involved direct & indirect costs

FISCAL PERSONNEL

provides indirect or overhead expense and assist in preparing the data for submission to the hospital administration, board of trustees and third-party payers for approval

DIRECT COST

Costs that are test specific

EXCHANGE

The act of obtaining a desired object from someone by offering something in return.

SOCIAL (INTERACTION) AND MANAGERIAL (CONTROL)

2 processes of marketing

MARKETING

Process by which companies **create value for customers** and **build strong customer relationships** in order to **capture value from customers in return.**

LABORATORY STAFFS

In deciding the costs, they are the ones that analyzed steps involved in performing procedures.

LATERAL

communication between employees on the same level of organization

WHEEL NETWORK

Communication between a **leader and all the members in the team**

LABORATORY REQUISITION FORM

**Official request of the physician** to the laboratory to perform test

FORMAL COMMUNICATION AND INFORMAL COMMUNICATION

Types of Organizational Communication

FORMAL COMMUNICATION

Also known as **vertical communication**

FORMAL COMMUNICATION

Aligned with the organizational structure and hierarchy and Takes place within prescribed organizational work arrangements.

INFORMAL COMMUNICATION

Not defined by the organization's structural hierarchy

Satisfies needs for social interaction

Improves organization performance by creating alternative, and frequently faster and more efficient, channels of communication.

Purpose of Informal Communication

UPWARD/DOWNWARD

LATERAL

DIAGONAL

Directions of Communication

UPWARD/DOWNWARD

vertical/formal communication

**upward:** employee to manager

**downward:** Manager to employee

LATERAL

communication between employees on the same level of organization

DIAGONAL

communication across both work areas and organizational levels and can have problems as it bypasses the hierarchy wherein the employees are not informed

COMMUNICATION NETWORKS

combination of vertical and horizontal flows of organizational communication into a variety of patterns

CHAIN NETWORK

WHEEL NETWORK

ALL-CHANNEL NETWORK

TYPES OF ORGANIZATIONAL COMMUNICATION NETWORKS

CHAIN NETWORK

Communication following the formal chain of command

Follows the hierarchy; **unidirectional**

WHEEL NETWORK

Communication between a leader and all the members in the team

ALL-CHANNEL NETWORK

__Free-flowing communication__ among all members and all have direct communication with the higher and lower positions

ALL-CHANNEL NETWORK

Considered as the __**fastest type of communication**__ and emergence of leaders does not exist in this network

1\. Encounter between the patient & physician

2\. Translation of physician’s decision into laboratory requisition

3\. Performance of requisition by the laboratory

4\. Processing and violation of laboratory result

5\. Reporting of result to the physician

COMMUNICATION CYCLE IN THE LABORATORY

LABORATORY REQUISITION FORMS

the act of formally requiring or calling upon someone to perform an action.

Identification of patient

laboratory examination desired

Laboratory requisition forms must ensure complete information on:

VERBAL REQUISITION

What does not permitted in laboratory requisition forms?

1. full name of patient
2. age
3. gender
4. tests
5. attending physician
6. **if in patient:** Hospital number, Room number, and Bed number

What are the minimum identification data of patients in laboratory requisition forms?

✓ Should include time stamp and date

✓ Should contain complete identification of patient

✓ Signed by the medical technologist and pathologist

✓ Validated by the laboratory head/designated medical technologist prior to release

what are the contents of LABORATORY REPORTS?

BUDGET

A numerical plan for allocating resources to specific activities

BUDGETING

process of planning forecasting, controlling, and monitoring the financial resources of the organization

BUDGETING

process of allocating resources to pay for designated future costs

BUDGETING

serves as a financial control by providing managers with quantitative standards against which to measure and compare resource consumption

VARIABLE BUDGET

FIXED BUDGET

CASH BUDGET

REVENUE BUDGET

PROFIT BUDGET

EXPENSE BUDGET

Types of budget

INCREMENTAL BUDGETING AND ZERO-BASED BUDGETING

2 APPROACHES IN BUDGETING

INCREMENTAL BUDGETING

the starting budget.

process starting with the current budget from which managers decide whether they need additional resources and the justification for requesting it

INCREMENTAL BUDGETING

adjustments are based on previous experience of expected higher future costs

ZERO-BASED BUDGETING

doesn't have a basis; as long as you have the financial capacity

ZERO-BASED BUDGETING

process starting with an established point of zero rather than using the current budget as the basis for adding, modifying, or subtracting resources

ZERO-BASED BUDGETING

considered to be more helpful in scrutinizing the value of different expenditures

OPERATING BUDGET (day to day)

Process of planning for the laboratory as an ongoing business concern, accounting for everyday needs and expenditures **(all the consumables).**

Represents the financial parameters of the laboratory's goals for the coming year

SELECTION OF TIME FRAME

FORECASTING

SCHEDULING

SYNTHESIS OF INFORMATION

WHAT ARE THE 4 OPERATING BUDGET PREPARATION

SELECTION OF TIME FRAME

May cover several time frames (Annual, Quarterly, etc.)

**Annual budget is considered as the main working guideline for management**

FORECASTING

determine how much resource you need to allocate in a particular area

QUANTITATIVE FORECASTING AND QUALITATIVE FORECASTING

2 TYPES OF FORECASTING

Quantitative forecasting

Application of mathematical rules to a series of past data to predict outcomes

Qualitative forecasting

Use of judgement and opinions of knowledgeable individuals to predict outcomes

1\. Shifts in patient mix or volume

2\. Changes in medical staff composition

3\. Changes in business parameters such as inflation and reimbursements rates

4\. Expansion or cutbacks in services offered by the laboratory

5\. Population fluctuations brought about by changes in the local economy

Factors to consider in forecasting

SCHEDULING

The time allotted for the budget to be drafted, reviewed, negotiated, and revised prior to implementation

Most institutions start the process about six months before the beginning of the new budget year

SYNTHESIS OF INFORMATION

The actual write-up of budget

Information must be presented logically

Followed by review, approval, and implementation

CAPITAL BUDGET (one time-long term)

Opposite of operational budget

Covers specific equipment acquisitions and building projects that require major financial commitments

LONG TERM PLANNING AND SHORT TERM BUDGETING COMPONENT

Capital budget are composed of:

COST FINDING

performed by laboratory personnel in consultation with the fiscal staff of the hospital

DIRECT COSTS AND INDIRECT COSTS

What are the classification of Costs?

DIRECT COSTS

costs that are clearly associated with the item or service and occur in direct proportion to the number of procedures performed or are directly attributed to the completion of the test

1. direct labor
2. direct materials (reagents, etc.)
3. manufacturing supplies
4. printer and its ink (for releasing results)
5. syringe
6. alcohol pad
7. sysmex reagent
8. salary

example of direct costs:

INDIRECT COSTS

Costs that are not directly associated with the item or service and refer to expenditure that remain after direct costs have been identified & assigned

1. rent
2. utilities (water, electricity, etc.)
3. general office expenses

examples of indirect costs

MARKETING

process of engaging customers and managing profitable customer relationships

1. UNDERSTAND THE MARKETPLACE, CUSTOMER NEEDS & WANTS
2. DESIGN A CUSTOMER VALUE-DRIVEN MARKETING STRATEGY
3. PREPARE AN INTEGRATED MARKETING PLAN & PROGRAM
4. BUILD & MANAGE PROFITABLE CUSTOMER RELATIONSHIPS
5. CAPTURE VALUE FROM CUSTOMERS

MARKETING PROCESS

1. Needs, wants, and demands
2. Market offerings (products, services, & experiences)
3. Value and Satisfaction
4. Exchanges and Relationships
5. Markets

What are five core customer and marketplace concepts:

Value and Satisfaction

Key building blocks for developing and managing customer relationships.

Influenced by customer expectations

MARKETS

set of actual and potential buyers of a product or service

buyers have a common need or want satisfied through exchange relationships