Imagine that you are the supervisor of the transcription group of the health information services department at Community Hospital.

Your crew consists of several transcriptionists who handle, in addition to all medical records transcription, all the dictation from the clinical laboratories and diagnostic imaging and the word processing for several department directors. On a monthly basis you convene a brief meeting of your staff to convey current information and address issues currently affecting the department. At your February meeting you believed you had to air a problem you had seen emerging in recent months: Quality was slipping, transcription errors were increasing, and complaints about the group's work were growing more frequent.

You stressed that greater care had to be taken to reduce errors. At your March meeting you said,

"Transcription quality has not improved since our last meeting; in fact, it has continued to decline. I expect all of you to become more aware of errors and to begin improving immediately." When the time arrived for your April meeting, it was your best determination that transcription quality had

not improved in the slightest.

Questions

2. Should you continue to deal with the entire group? Why or why not?
4. What would you suggest doing in an effort to identify the real problems?
6. How might you approach the problem of making your criticism more effective?