Lincoln Hospital:

Third-Party Intervention
Presented by: Group 4

Gopal Mohanty 11202237

Gulrez Nazar Khan 11202272
Satyaki Ghosh 11202234
Niharika Devi 11202194
Monideepa 11202030
 Roadmap

Case Overview

Diagnosis and intervention

Case Questions

Conclusion
 Case Overview
Lincoln Hospital(a 400 bed Profit making Hospital,Southwestern,US) new Chief of
Surgery being appointed
Operating Room (OR) Hazards
40 pc Nurses left last 8 months, shortage of specialized nurses
Mismanagement (like orthopedic doc. started surgery but Prosthesis missing,
Anesthesiologist were on holidays and more) resulted in delay in operations
War between doc and nurses..esp. between Don(new chief Surgeon and Mary,
the OR director).Surgeons considered their own time more valuable than any
others
Dilemma for the President
Had to hold the physicians as they threatened to take the patients elsewhere
esp. with stiff competition, costs involved and changing govt. regulations and
accreditation standards, with Don being the chief now.
On the other hand,Mary,13 yrs old OR Director is a person of strict discipline,
principle and almost every time take right decisions be it budget or being loyal
to management.
President advice to both to have more of interactions and meetings and hence
resolve the differences being sprouted up and think in positive lines of OR
development.
The result as expected, Neither of them came closer, as Mary thought its
pointless to go for discussion and Don had his power distance.
Terry, new Exec.VP and COO, an Observer chosen by the President.
 Cont
Diagnosis and Interventions
Psychological Contract formed,3 VPs appointed as
observers with Don And Mary being interviewed first;
results both stand on their opinion, ego-class between
them. Next to that surgical head nurses, VP,Exec.VP,the
President and the 25 physicians were interviewed. There
were supporters from both side.
Its no denying the fact Mary got her share of support
more from managers while doctors supported Don.
While both controls each ones activity like Mary looked
after the Surgeons working conditions while Don
maintained the patients flow.
Cooperation between both stands for toss.
Whether Third party Intervention a solution Questions
following this will answer to this and more.
 Q1: If you had been called by Lincolns president to help resolve
the problems described in the case, how would you carried out
the contracting and diagnosis stages? What you have done
differently than what the OD consultant did?

If I been asked to intervene in the Lincoln Hospital crisis, I would have started by
meeting the hospital president. I would ask the president what the problem was
and what kind of resolution the hospital wanted so that I would know what my
role was. I would use the preliminary meeting and information gathered therein
to determine the extent of conflict and also gauge of the resolution that the
hospital was hoping for was feasible. After the meeting, I would discuss and
agree with the president upon a contract in which the roles of the hospital
administration and the role of my consultant would be lied down and payment
terms discussed.

After that I would commence the diagnosis process. I would meet the conflicting
parties with the president and inform them why I was there and what the
hospital and I hoped to accomplish. I would then have an in-depth one-on-one
meeting with the parties in conflict to know how each viewed the situation and
what was at stake for them. I would then meet with other parties likely to
contribute to understanding what the problem was. After that I would analyze all
the information, deduce the problem and a solution. I would conduct the
interviews the same way that the OD consultant did because its effective.
 Q2: Is third Party intervention an appropriate
intervention in this case? Other possible OD
interventions?

Intervention used was most appropriate:

Biggest problem in the hospital crisis lay with Mary and Don and
nobody in the hospital was removed enough to intermediate.
Problem was not with just their past but also ways in which they
can work together in future and the intervention was able to
teach them better ways of communicating and compromising
while acknowledging that their choices affect each other.

Team building:
It would strengthen the team.
Give them an opportunity to settle their differences and build
towards a common goal.
 Q3: How effective was the
third-party intervention?
The intermediary made a design that consisted of perception
sharing, problem identification, contracting and follow up
meetings.
Then the written questions really helped them to know their self
behavior and knowing their personalities well which really proved
as a effective tool .
Oral responses was yet another effective way to remove all kinds
of hostility and misunderstanding that they had for each other .
Positive perception was another effective way to work on their
criticism part.
Writing questions and oral conversation it proved effective in lot
many ways to identify specific problems to address.
 Next steps?

Mediation can be done monthly wise

in a routine format.
Follow up meetings would help them
know better.
Maintaining a checklists.
Problem Solving Workshops.
 Conclusion
Interventions plays a vital role in this case as it changed the whole
dynamic of the relationship between Mary and Don i.e., from mutual
isolation to collaboration, focus of problems to a focus of solutions .
Both of them were having egoistic problem and none of them were
ready to talk with each other.
With the help of third party intervention, they solved their
problem.
It aimed at improving interpersonal and group processes such as
organizational problem solving , leadership ,visioning and task
accomplishment between groups.
It is also important for OD practitioners to diagnose and understand
relations.
Thank You