As mentioned in the previous blog, I had modified Overall Action Research Question to the following.
Revised Overall Action Research Question (10/5/2012)
How can we increase the incidences of healthcare office workers providing comprehensive financial discussion through a combination of e-learning and face to face training, telephone coaching, performance support and incentives?
Given such an overall question, I decided that the best course of action for cycle one of my action research is to discover the various reasons why providers and office workers don't provide comprehensive financial discussions when they should. From this decision, I wrote the following cycle one question:
Cycle One Question
If I interview a mix of patients, providers, and office workers, how will it develop my knowledge as to why a comprehensive financial discussion may not happen when it should have?
Why Is This Important?
Before I can begin to fashion a combination of learning, coaching and performance management solutions to the overall problem, I must first understand the root causes of non-performance of the desired activity. I suspect that I will find multiple causes.
How Do I Feel About This?
I feel confident that exploring root causes of non-performance will yield valuable insight into the the general problem of why providers and their employees don't consistently perform comprehensive financial discussions.
This early assessment will help fashion the right mix of learning, coaching, and performance management.