The Administration of Human Resources in Clinics and Hospitals is a truly difficult subject considering all the types of professionals that make up the group or work team, not necessarily because of the number of people that can meet in a Hospital or Clinic, but also because of the different professionals who work in it, each of which has different premises and work objectives, mainly due to the type of training they receive, which basically results in their identification with the institution, is due to this diversity that the managers of Human Resources must be prepared to adequately manage the organizational climate and for this they must begin by understanding and knowing the different types of professionals that make up the organization,This work aims to contribute in some way to this understanding and, in general, to contribute to the criteria that must be taken to carry out personnel management in health institutions.
Another aspect to consider for what is human resource management, the complexity of job descriptions, personnel selection and performance evaluation, in the specific cases of many Latin American countries, these procedures are not used by consider themselves unnecessary and ignorance of techniques to carry them out.
- Background.
Health organizations present different forms, dimensions and specializations; therefore, it is very complex to determine a way of acting against personnel management in Clinics and Hospitals, therefore it is also necessary to enter the reality of each one, understand and to know each one of the profiles of personnel that appear in them understanding that in a Health organization, they can work together from a professional with a postgraduate degree to an employee without further training.
Professionals who work in health institutions must take into account the purpose of the institution very clearly, they must be clear about the concept of quality in care, considering all the progress that is currently being made on user satisfaction that is not usually take into account in our health institutions.
Currently, doctors are considered professionals whose relationship at work is individual because their responsibility is solely and exclusively with the patient, therefore they do not consider their work as part of an institution, they do not identify with the institution's overall objectives. Because many times out of necessity he works in many Public and private Health institutions, making this one of the most difficult factors for those in charge of personnel management, since his basic and exclusive motivation is economic.
Most of the other professionals have a professional training working together and therefore have other perspectives in the organizational climate, also within health organizations are grouped as administrative.
III.Conceptual framework of Human Resources in Clinics and Hospitals.
There is not much literature regarding Human Resources Management, but let's say based on the experience of so many years in this type of institution, the idea is to generate a personnel policy that is effective and considers all the audiences to which it is addressed the same as those we can group into three groups:
- Medical Staff, Assistance Staff, technicians and Paramedics, Administrative Staff.
We distribute them in this way because we consider that these three groups have different characteristics, therefore different expectations, different responsibilities and roles within health institutions.
In addition, we must consider that not because of the aforementioned that these workers do not have a common objective such as providing the best service in patient care, a concern that must be considered as the priority of the health organization.
Due to this, our concern to define the problem so that health organizations can combine efforts and guide them towards patient satisfaction through excellent medical care and effective control mechanisms to achieve this objective.
It must be taken into account that health institutions are considered at this time as an integrated system in which private health institutions also intervene, therefore, they must prioritize patient loyalty so that they achieve an economic flow. continuous that allows to maintain the quality levels in the attention.
IV.Types of Personnel in Clinics and Hospitals.
As we have described before, in order to adequately manage the human resources of a Clinic or Hospital, the types of workers involved must be defined, and for this we will describe them under the following aspects:
- Characteristics of the work they carry out. Personal expectations. Responsibilities. Role within the organization.
In order to further clarify the intrinsic characteristics of staff functions, we must analyze each of the groups of workers described above.
4.1.Medical Staff:
4.1.1.Characteristics of the work they carry out:
Medical work is an individual job, its function is to deal directly with the patient, this relationship includes two basic aspects, the first of them related to the patient's physiological health and the second of them related to the psychological part with the compression of the patient. wrong and the way it affects the patient, the latter is perfectly compatible with the treatment and respect for patients.
Regarding physiological health, it must be understood that there are two factors that influence the success of the treatment: the knowledge of the doctor to solve the health problem and the second, the collaboration of the patient to follow the doctor's recommendations.
4.1.2.Personal Expectations:
The personal expectations of the doctor are based on my understanding of two basic aspects: professional updating and financial compensation, in most cases they do not need to satisfy basic needs, but rather recognition in the environment in which they operate.
4.1.3.Responsibilities:
The responsibility of the doctors is direct and individual with the patient, the doctor is not trained to work in an institutional role, for this reason he rarely takes part in the development of the organization in which he works, which is exacerbated if we consider that given the situation of most Latin American countries, doctors are forced to work in many places, which makes it difficult to identify them with the organization where they work.
4.1.4.Role within the organization:
The role of the doctor within health institutions is the main one, they are the direct providers of service to patients, not only that but they are also the main promoters of patient loyalty with their institution, the prestige of the institution. Therefore, without any doubt, they are the primary demand generators in Clinics and Hospitals.
4.2 Assistance, technical and paramedical personnel:
4.2.1.Characteristics of the work they perform:
The workers who belong to this typology are the following:
- Medical Technologists, Dental Assistants, Obstetric Nurses, Nutritionists, Nursing Techniques, Paramedics, Laboratory Technicians, Podiatrists.
This group of workers is characterized by the fact that their tasks are complementary to the work of doctors, directly related to medical work, for example we have Nurses, Nursing Technicians, Paramedics and Dental Assistants, those indirectly related are those who do not do joint work. with the doctors, but they do complementary work despite being considered as parallel processes such as tasks related to auxiliary exams, clinical analyzes, nutrition, etc.
4.2.2.Personal Expectations:
The personal expectations of healthcare personnel is based, in my opinion, on the aspect of economic remuneration, given the salary levels they receive, and also affects their performance, the organizational climate, therefore, it is necessary that the area of human resources affects the measurement of the organizational climate in order to achieve greater productivity and efficiency in the work they do. The main reasons why they are affected are basically the working hours they carry out that are of permanent permanence.
4.2.3. Responsibilities:
The responsibility of these staff is direct with the patient and complementary, the healthcare staff is trained to work in a support role, so work must be done in order to achieve a solid identification with the health organization, which must be achieved with the purpose of achieving communion between the objectives of the institution with the personal objectives of each of these workers.
4.2.4.Role within the organization:
The role of healthcare personnel within health institutions is of utmost importance, they are those who work in direct collaboration with doctors and patients, not only that, but they are also a means of communication with their institution's patients. The prestige of the Institution also depends. Therefore, without a doubt, they are demand generators in Clinics and Hospitals, in the case of professionals who process auxiliary examinations.
4.3 Administrative Personnel:
4.3.1.Characteristics of the work they carry out:
The workers who belong to this typology are the following:
- Administrators Economists Programmers Medical Auditors Receptionists Cashiers File assistants Secretaries Chauffeurs Marketing Professionals Accountants Communicators
This group of workers is characterized by the fact that their work is the basis of the health institution's operation, in which falls the institutional management, the global vision of the organization, their dedication is exclusive and direct, within this group are those who carry out work strategic management and planning, and those who perform operational tasks, this type is also known as support staff, as it is the work team that supports the entire operation of the health organization.
4.3.2.Personal Expectations:
The personal expectations of the administrative staff is based, in my opinion, on the aspect of economic remuneration, given the salary levels they receive, and also affects their performance, the organizational climate, therefore, it is necessary that the area of human resources affects the measurement of the organizational climate in order to achieve greater productivity and efficiency in the work they do. Unlike the group of healthcare personnel, this group is in another hierarchical order within the organization and, from a perspective perspective, they must be evaluated and motivated.
4.3.3.Responsibilities:
The responsibility of these staff is not direct with the patient, the administrative staff is trained to work as a team, so work must be done in order to achieve a solid identification with the health organization, so that generate the right climate for your increased productivity, so that your contribution is important, since your exclusive dedication is the organization. The planning and execution of the plans will depend on them.
4.3.4.Role within the organization:
The role of administrative staff within health institutions is of utmost importance, they are those who work in direct collaboration with the Directorate and Management, not only that, but if they interpret the plans well they will be able to achieve the objectives set by Management. the prestige of the Institution also depends on their institution and therefore they are in charge of spreading this vision in the rest of the organization. Therefore, without a doubt, they are promoters and executors of the institution achieving its commercial and business objectives.
V. Factors of influence in the management of human resources in Clinics and Hospitals.
For a better understanding of the problems of the personnel of the Health institutions we will detail the factors that must be taken into account by the Personnel area of the Clinics and Hospitals:
- Variety of professions and socioeconomic levels of workers. Levels of identification with the Organization. Vocation of service to patients. Differentiation of roles and functions. Importance of the functions performed by staff. Individual and group needs. Levels of motivation and communication in the organization Leadership capacity in the organization.
5.1.Variety of professions and socioeconomic levels of workers.
The human resources area must clearly define the groups of professionals that make up the staff of your institution, despite the fact that in most cases they are complementary professions in terms of their purpose, the level of education and culture vary greatly, therefore their differences needs and your vision of personal development.
5.2 Levels of identification with the Organization.
The levels of identification with the organization must also be measured in order to establish the measures and policies that must be taken to optimize the identification of personnel with the institution and thus achieve their highest productivity, also taking into account that it depends on the Identification that the staff has so that they invest all their efforts so that the organization achieves the objectives set by the Management.
5.3.Vocation of service to patients.
The human resources area must evaluate the staff based on this factor because the person who works in a health organization, which is due to their patients, must have the aptitude and attitude to care for patients both medically and care, because if the work they do with patients is not by vocation and only for an economic interest, the service is distorted, it must be taken into account in this factor that patients clearly perceive this difference.
The primary and basic variable of medical care is the will of the person who provides the service to heal and help the patient since what the patient perceives the most at the time of care is the help and understanding of the person providing the service.
5.4.Differentiation of roles and functions.
The roles of the staff that make up the health organization are variable and all have equal importance and are absolutely complementary, for this we can group them as follows:
- Direct patient care staff Care support staff Organization staff.
5.4.1.Direct patient care staff:
Here we group those professionals who provide direct care to patients, and who are the ones who are most responsible for patient satisfaction, taking into account that they are the ones who face the patient and therefore have to give friendly treatment. and careful because it is what the patient actually perceives.
This group is made up of:
- DoctorsOdontologistsTechnologistsLab techniciansNutritionistsReceptionists
5.4.2. Support staff in care:
It is made up of all those who provide help to those who have direct contact with patients, normally work directly with those responsible for providing the service to the patient and under their orders, which means that their responsibility is direct with the person responsible for the service.
Within this group we have the following professionals:
- Nurses Nursing techniques Dental assistants
5.4.3 Organization Staff:
They are those whose role is to plan the development of the institution as a whole, also their work is focused on providing support to the operation of the organization, they must also maintain the operation of the organization as a whole, their responsibility is oriented with the organization and not directly with the patients who are treated in it, are in charge of transmitting to the rest of the organization the global vision of the company.
The personnel that make up this type of workers:
- Administrators, Economists, Systems Engineers, Communicators, Marketing Professionals, Secretaries, Accountants.
VI.Criteria for consideration in the evaluation of Human Resources in Clinics and Hospitals.
The criteria used to evaluate Clinics and Hospitals personnel must be directly related to knowledge and skills of integration, common work, support, dedication to service, responsibility, considering that the service that the service provided is very delicate, because we emphasize that we work with people's health, that is why I consider it important to evaluate and detail each of these aspects:
- Experience.Knowledge of the position.Personal skills.Personal attitudes.Capacity of teamwork
6.1.Experience:
In most work centers, this is a very important factor, all the more so in the case of health organizations, because the characteristics of their work environment and the type of service they provide, which differs from all the others, in the sense that patients are cured and that the state of disease in human beings implies a higher level of responsibility based on other services, in addition to the fact that this implies a special psychological state on the part of the sick.
That is why personnel are required to be prepared to face the context within which to provide services to patients.
6.2 Knowledge of the position:
They are so specific knowledge that personnel who understand the operation of care in clinics and hospitals are required, each fulfilling a specific function, which also requires specific knowledge, much of which must be adapted to reality and context. of work.
In the case of doctors, the updating of scientific knowledge plays an important role, which, added to the experience, must result in adequate treatment for their patients.
6.3 Personal skills:
This is perhaps the most important variable, the staff having skills may be predisposed to learn more quickly, it is also important to have skills such as:
- Service vocation Proactive Dynamism Ability to work in a team Motivator
All of them are equally important to undertake a job as sacrificial and important as any type of work related to the care of patients in Health., Human Resources managers currently evaluate and analyze skills in detail so that they can obtain the best results in the Health organization.
VII.Criteria to consider to develop motivation and incentive programs.
The criteria to consider to motivate staff must be based on what they need and want for their personal development through the organization to which the main characteristics to evaluate belong are the following:
- RecognitionHealthSuccessMoneyBeautyHappinessLoveTranquilitySecuritySocial position
All of us human beings who dedicate ourselves some work or labor instead seek certain benefits in return that are inherent in people, and for which we strive every day is essential in the work of HR Managers, taking into account these motivating elements, so that they can understand specifically what are the personal goals, understanding that if these needs are met through the organization, surely the workers will perform much better and will feel the goals of the organization that supports them in everything.
VIII.Conclusions.
- Work in health organizations is different from any organization due to different factors related to the type of service provided to patients.Our perception of the work that a personnel manager must carry out in health institutions It is that of a natural motivator, since the tasks of those who make up the health organization are different, therefore, factors of academic training and socio-cultural level must be taken into account. The HR Manager must consider that the management of personnel in a health organization is complex due to the different types of motivations that its constituents have.One of the most important points to consider by the HR Manager,that of maintaining and generating an adequate organizational climate for the development of the different tasks of all personnel.
