IMPLEMENTATION OF DENIAL TRACKING SYSTEM PROGRAM

Implementation of denial tracking system program in increasing reversal of hospital denials

Implementation of denial tracking system program in increasing reversal of hospital denials

Statement of problem

Occasionally Hospitals fail doing their jobs. Such failures frequently involve costs both for the organization and the failing Hospital. Costs of failure can include wasted working hours, product disqualification, lowered customer satisfaction, damaged reputation of the firm, harmed relationships between the failing Hospital and managers and/or co-workers, injuries, and even the loss of lives. In order to prevent repetition, organizations need to examine the reasons for failure.

Literature review

Past research shows that people associated with an undesirable act frequently experience strong emotions. Because emotions are important determinants of behavior in general, they are also expected to affect one's choice of how to deal with an undesirable situation. Further, because specific emotions differ not only in relation to their antecedents but also to their consequences, it is expected that different emotions experienced by a Hospital involved in an organizational failure might lead to different explanations of the same situation. Prior research has given little consideration to the role that emotions play in determining people's choice of explanation for their failures. (Susan Gibbs Alistair, 2009 Pp. 78-81.)

Our research will focus on this gap - specifically, the relationship between some of the discrete emotions that Hospitals might experience in the context of work failure and the way they explain such situations. We first provide a brief discussion of various tactics for explaining undesirable outcomes and the typical consequences of each tactic. We then describe how emotions experienced by an Hospital associated with failure might shape his/her choice of an account to explain that situation. The discussion serves as the basis for the hypotheses that were tested in two separate studies reported in this paper.

Definitions

The following typology and related definitions are also consistent with typologies

Justification

The attempt to reduce the perceived severity of the outcome. Responsibility for the outcome is accepted, but any pejorative quality associated with it is denied or minimized. A more positive interpretation is given to a situation others are seeing as undesirable.

Excuse

The attempt to reduce responsibility. Evidence is given that diffuses or shifts responsibility for the action that brought about the undesirable outcome away from the explainer.

Concession

Acceptance of both the responsibility and the undesirability of the situation. Partial or full guilt is admitted, along with expressions of regret, apologies, and offers of compensation

Denial/refusal

Each explanation tactic can, in principle, convey either a true or false version of what happened. However, some tactics seem to be more associated with lies than others. Excuses and denials tend to include false information or outright lies Likewise, denials often involve lies. Finally, concerning the social implications of each type of explanation, justifications and denials tend to aggravate the relationships between the person seeking the explanation and the person providing it. In contrast, excuses and concessions are considered effective in maintaining and restoring relationships between the provider of the explanation and the ...