Organizational Structure
Novant Health is a network of clinics located in four US states. This allows us to conclude that the structure in the company is multi-step, and not a classic hierarchical one. So, first of all, it should be noted that the organization has a headquarters with its own board of directors who solve logistics and investment issues. At the same time, they do not regulate the management of hospitals, as this is handled by the heads of each institution separately. In addition, the working staff itself is presented in its usual form, including doctors, nurses, technical and IT staff. The convenience of this organizational structure lies in the fact that different powers and responsibilities are delegated to narrow-profile specialists, and tasks are strictly separated (Greer et al., 2020). This makes it possible to increase the efficiency of the corporation in the processing of both organizational and economic and technical parts.
At the same time, ordinary workers mostly like being in the Novant Health team. Such a conclusion can be drawn on the basis of surveys regularly conducted by the company’s management, as well as on the criterion of staff turnover. Wages, career growth and labor guarantees apply to each specialist, which significantly increases the loyalty of employees to the corporation (Tybout & Calkins, 2019). Summing up, it must be emphasized that the structure of the Novant Health organization is successful, as the company develops steadily and takes leadership positions in the controlled territories.
Service Line
A detailed analysis of Novant Health must consider the services provided and the quality criteria that the organization itself defines. Hospitals specialize in trauma, pediatric care, and general therapeutic activities, which defines a niche. Thus, in working with injuries, the organization actively uses the most modern technologies both for diagnosing and for patient care. As for working with children, Novant Health employs child health specialists who have not only medical, but also psychological education (Mayer, 2021). It is important to emphasize that the service sector is not general, but narrow-profile, which reduces the number of competitors, but increases the requirements and expectations in terms of quality. In this regard, Novant Health effectively uses all available resources in such a way as to develop its credibility among patients and customers who become loyal to the company.
It is necessary to analyze what criteria the corporation designates for assessing the quality and effectiveness of the services provided. Managers and doctors themselves are sure that the speed of recovery, the tolerance of the disease and the comfort of the client are key factors for naming the procedure successful (Mayer, 2021). Based on this, the priorities of the organization are also highlighted – high-tech equipment, qualified and kind staff, improvement of institutions (Lawry, 2020). Thus, Novant Health succeeds from all sides in terms of loyalty, which makes it possible to emphasize that the main resource, like corporate advertising, is people. Since 2013, the corporation has received a significant number of awards, which also emphasizes its success and high competitiveness. In addition, management is constantly modifying existing resources, so the closest rivals in the niche are consistently inferior.
Interaction between Leadership and Service Quality
Despite the fact that the quality of services has a high level, and the corporation itself has a credible authority, it is worth noting that this would not have been possible without appropriate leadership decisions. The fact is that the delegation and distribution of responsibilities, the regulation of expenditure items and a friendly atmosphere in the team are the consequences of decisions made by an effective leader. As mentioned above, each hospital has a managing person who oversees and regulates the organizational part of Novant Health. In the meantime, it is important to emphasize that such people are not completely independent and individual, but are connected with the leaders of other clinics (Lawry, 2020). Based on this, leadership in a corporation acquires a rare and non-standard character, namely, a collective one. In other words, leaders make decisions together, building strategies that are potentially effective and trying to put them into practice together.
It is thanks to such a management system that the quality of services does not change from one institution to another, while maintaining autonomy. Firstly, thanks to such a scheme, responsibility is evenly distributed, which reduces the chance of errors, stress and burnout. Secondly, the inspiration of employees, the controllability of all areas and the timely prevention of dangers significantly ensure the high quality of all services (Duffy, 2018). In other words, there is a causal relationship where effective leaders are the cause of a positive attitude of employees, and this, in turn, is the cause of comfort for customers.
Management Strategy
Along with improving the quality of Novant Health services, leadership also provides competent management, which allows the system to run smoothly. When analyzing the corporation, it is noticeable that despite the fact that there is no single order mechanism, hospitals, when working autonomously, cope with all tasks. At the same time, employees note the quality of jobs, the diversity of work and the positive attitude towards themselves on the part of management. Medical and human resources are always in full, and customers do not form a queue or lack of places. It is important to note that all of the above advantages appeared due to the chosen management strategy (Duffy, 2018). It lies in the fact that the competences of each element of the hospital are assigned to the appropriate specialist, due to which there is no overworking or excessive workload. This, in turn, results in no fatigue or laziness, which eliminates the chance of failure. However, even if an unforeseen situation occurs, the autonomy of each institution allows to successfully localize the problem without spreading it to the entire Novant Health.
References
Duffy, J. R. (2018). Quality caring in nursing and health systems. Implications for clinicals, educators, and leaders. Springer Publishing Company.
Greer, A., Hobson, C., Selladurai, R. and Selladurai, R. I. (Eds.). (2020). Evaluating challenges and opportunities for healthcare reform. IGI Global.
Lawry, T. (2020). AI in health. A leader’s guide to winning in the new age of intelligent health systems. Taylor & Francis.
Mayer, T. (2021). Battling healthcare burnout. Berrett-Koehler Publishers.
Tybout, A. M. and Calkins, T. (Eds.). (2019). Kellogg on branding in a hyper-connected world. Wiley.