Worksheet 1 Example – Leo

Here is the completed worksheet from Leo’s perspective, showing how the healthcare business works behind the scenes at Oak Ridge General Hospital. Leo has answered the three questions for each of the five chapters and completed the Fix-It reflection.

By: Leo | Company: Oak Ridge General Hospital

Chapter 1: The “Invisible Walls” (Internal & External Environments)

  1. Inside the Walls: The hospital has a very serious, high-pressure culture where everything revolves around patient care. My managers are strict about rules, but they really care about the staff.
  2. Outside Forces: We are dealing with a Legal Force where new government privacy laws (HIPAA) changed how I have to handle patient intake forms. It makes my job slower because I have to double-check every digital signature.
  3. The Connection: My boss added a new step to our computer software that forces a privacy check before we can move to the next screen.

Chapter 2: The Firefighter (Management)

  1. The Plan: When our main lab machine broke, the goal was to keep test results moving. My manager Organized this by creating a shuttle schedule to move samples to a different building every hour.
  2. The Human Element: During a double-shift, my manager realized the nurses were exhausted and brought in dinner for everyone. He used his Human Skills to give a quick “thank you” speech that actually made people feel better.
  3. The Quality Check: We use an electronic tracking system that flags any test result that takes longer than 60 minutes. This is how the director Controls the speed and quality of our lab work.

Chapter 3: The People Puzzle (Human Resources)

  1. The Training: My onboarding focused heavily on Safety Training, especially how to handle hazardous materials and patient privacy. I also had to learn the Technical Skill of using the hospital’s huge database.
  2. The Reward: The hospital offers a tuition reimbursement Benefit, which means they will help pay for my next few classes. This Motivates me to stay with the hospital long-term while I finish my degree.
  3. The Fit: My coworker Sarah is a great fit because of her Soft Skills; she stays totally calm even when the ER gets crowded and stressful.

Chapter 4: The Vibe and the Sale (Marketing)

  1. The Customer: Our Target Market for the new Wellness Center is mostly local seniors who need physical therapy and nutritional advice.
  2. The 4 Ps: We launched a new “Heart Health” screening (Product) at a low Price to encourage people to come in for checkups. We Promote it through the hospital’s newsletter and signs in the local pharmacy.
  3. The Difference: The billboard on the highway is the Marketing that tells people we have a top-rated ER, but the person who helps a patient schedule an appointment is the Sale.

Chapter 5: The Truth in the Numbers (Accounting)

  1. The Costs: Our biggest expenses are the Salaries for the hundreds of medical staff and the cost of specialized Medical Supplies like oxygen and IV fluids.
  2. The Assets: A major asset I see every day is the MRI Machine, which cost millions of dollars and is one of the hospital’s most valuable pieces of equipment.
  3. The Bottom Line: If the hospital has high revenue but no profit, it’s usually because our Liabilities (like building loans) or our daily costs for supplies went up too fast.

The “Fix-It” Reflection

  • The Issue: Our lab results take too long to get to the doctors because the shuttle driver often gets stuck in traffic.
  • The Fix: I would suggest that management Organizes a digital result-sharing system with the off-site lab so we don’t have to wait for physical papers to be delivered.