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Fall 2015
HSM 300-90, Health Services Management (HSM)
3 Semester Hours
Online using blackboard and course content can be accessed 24 hours a day, 7 days
a week, and anywhere in the world with internet connection. There is no face to
face component.
Dr. Marie St. Rose/ Dr. Kevin Jackson
Department of Nursing and Allied Health
Nursing and General Education Building (NGE), Third Floor, Suite 311
Norfolk State University
700 Park Avenue
Norfolk, Virginia 23504
Telephone: 757-823-2480
You may contact your instructor by e-mail and ask the professor in blackboard.
The response time is within 24 hours on weekdays and 48 hours on weekends.
Appointments may be requested by email when a phone conference is
Provides a broad orientation to the health delivery system and discusses the role of
the health service manager and/or supervisor. Organizational theory and practical
information about health administration are addressed. The organizational and
environmental context within which a health manager works is investigated.


Undergraduate students enrolled in the Health Services Management
Nursing students and other health professionals who are pursuing the
Certificate in Health Services Management.
Students taking the Health Services Management concentration to fulfill an
undergraduate degree in Interdisciplinary Studies.
Students taking the course as a free elective.
HSM 300 is the first in a sequence of courses in the Health Services Management
core curriculum and plays an important role in the education of students at Norfolk
State University. This course is required for HSM students and serves as a
concentration track and elective for others. The course provides a foundation for
future core courses in the curriculum and could benefit students from the health
sciences who may aspire to become supervisors or managers.
The goal of this course is for students to gain the requisite skills, abilities and
knowledge of the concepts of supervision and management in the health services
Upon completion of this course, students will be able to:
Describe the job, roles, functions and authority of a supervisor or manager.

Summarize major theories of management.

Apply the decision making process to real life situations.
Apply legal standards to professional practice.
Describe the planning function and its importance as a primary management
Examine the concepts of organizing as an approach to achieving the overall
objectives and goals of an organization.
Describe how organizations utilize the staffing function to attract, develop
and retain qualified people.
Describe how supervisors or managers get the best and most out
Describe the process of checking performance against standards.
Describe the supervisors role in collective bargaining.


In this course, students must be focused and committed to distance education. Time
management, reading, and comprehension skills are critical.
Present information
effectively in writing and
Demonstrate competency in
Information literacy and

Discussion and video presentation; group report.

Apply quantitative reasoning

Apply scientific reasoning
Demonstrate basic teamwork
Demonstrate proficiency in
critical thinking
Demonstrate good time
management techniques
Cite sources of information
correctly and format a
reference page appropriately
in APA style

Budgets and budgeting.

Discussions, test questions.
Group discussion and report.

This course is directly linked with technology. Navigate

the various areas of blackboard to access course material
and submit course work; complete computer-based tests;
access resource links to support course material; download
and install software; and create video presentation.

Test questions and group discussions.

Use of the course calendar and other methods studied in
the course to meet deadlines for completing course work.
Use of the work of others in course work.

Buy the following required textbook:
Dunn, R. (2010). Haimanns healthcare management (9th ed.). Chicago, IL: Health
Administration Press.
ISBN 978-1-56793-358-1
This textbook is available at the NSU bookstore. Internet orders are also available
Supplementary Course Material Resource link to assist students in documenting the
source of information from peer review journal articles and textbooks.

Assigned readings from textbook.

Module lecture notes and study questions.
Practice written test questions (formative assessment).
Video presentation.
Written Report.
Instructor feedback.

Course topics will be presented in the following nine modules
Module 1:
Supervisors job, roles, functions and authority
Theories and history of management
Module 2:
Decision making
Coordinating organizational activities

Legal aspects of the healthcare setting

Module 3:
Managerial planning
Tactical considerations in planning
Planning tools
Time management techniques
Module 4:
Fundamental concepts of organizing
Division of work and departmentalization
Delegation of authority
Module 5:
Process of reorganization and tools to improve the process
Committees as an organizational tool
Informal organization
Module 6:
Staffing process
Selection process
Performance appraisals and position changes
Module 7:
Giving directives and managing change
Module 8:
Fundamentals of control and the controlling function
Budgetary and other control techniques
Module 9:
Labor union and the supervisor
Handling grievances
At the end of module 1, the student will be able to:

Identify environmental factors affecting the delivery of healthcare services.

Identify and describe the four areas of responsibility of the job of the supervisor.
Describe three managerial roles of the supervisor (i.e., interpersonal, informational,
Describe three essential skills that a good supervisor must possess (i.e., technical,
human relations, conceptual).
Explain the relationships among the five managerial functions (i.e., planning,
organizing, staffing, influencing, controlling).
Differentiate among the major theories of management.
At the end of module 2, the student will be able to:
Describe five basic steps of the decision-making process.
Apply the decision-making model to a real life situation.
Distinguish between programmed and non-programmed decisions.
Differentiate between cooperation and coordination.
Distinguish between two communication networks (i.e., informal channel and
formal channel) within an organization.
Describe the managers role in communication.
Discuss ways in which listening is different from speaking.
Identify the various ways that supervisors can be held personally liable for their
negligent actions.
Apply the doctrines of respondeat superior, captain of the ship, borrowed servant,
and corporate negligence.

Identify four major regulations protecting the rights of employees.

At the end of module 3, the student will be able to:
Explain the planning function and its importance among the other management
Describe the role of planning in the mission and vision of an organization.
Identify the role of goals and objectives in planning.
Differentiate among short term, intermediate and long term planning.
Identify six strategies that are available for the manager to facilitate the success of
plans (i.e., strike while the iron is hot; wait and see; concentrated mass offensive;
team involvement; get foot in the door; reciprocity).
Distinguish between a repeat-use plan and a single-use plan.
Give examples of policies, procedures, methods, and rules.
Describe three kinds of managerial time.
Identify time wasters and describe ways the supervisor can prevent and handle
At the end of module 4, the student will be able to:
Relate the process of organizing with the mission, goals and objectives of an
Differentiate among line authority, staff authority, and functional authority.
Assess team management as an approach to expanding the span of management.
Identify and describe two major premises of organization (i.e., division of work
and departmentalization).

Identify the various types of departmentalization and provide an example for each
one (i.e., functions, process and equipment, territory or geographic location,
customer, time, product, and mixed departmentalization).
Describe the three components of delegation.
At the end of module 5, the student will be able to:
Distinguish between reorganization and reengineering and provide examples for
each one.
Identify the basic characteristics of an effective committee operation.
Describe the various ways the supervisor or manager can react to the informal
organization and its leaders to improve relationships and organizational

At the end of module 6, the student will be able to:

Identify the major legislations impacting the staffing function.
Describe the supervisors role in the staffing and selection process.
Distinguish among job analysis, job description, and job specification.
Describe how job descriptions are developed and used within an organization.
Identify different types of selection instruments.
Compile a group report that demonstrates how participating in an employment
mock interview helped to developed skills in selecting the best employee for an
open position.
Describe the purpose of periodic performance appraisals.
Describe the role of the supervisor in performing performance appraisals.
Identify various performance appraisals and the pros and cons of each one.

At the end of module 7, the student will be able to:

Describe the managerial function of influencing.
Identify and describe basic characteristics of a good directive (i.e., reasonable,
intelligible, appropriate wording, compatible with objectives, reasonable time
Compare and contrast the major techniques and theories of directing (i.e.,
autocratic, democratic or consultative, theory Z, free rein).
Describe the role of teams as a motivational tool to get the work done.
Identify reasons why employees resist change and the strategies that can be used to
overcome them.
Define leadership
Distinguish between task oriented and emotive leadership roles.
Differentiate among the various motivational theories.
Describe the supervisors duty in minimizing employees frustrations and conflict.
Identify factors that influence morale.
Describe the supervisors role in motivation, morale and leadership.
Describe the supervisors role in disciplinary actions.
Identify the rights of employees in the disciplinary process.
At the end of module 8, the student will be able to:
Define the management function of controlling.
Identify and describe various control systems.
Describe the steps of the control process.
Describe the role of the supervisor in preparing the budget.


Compare and contrast different budget approaches.

At the end of module 9, the student will be able to:
Define collective bargaining.
Describe the content of a labor contract.
Describe the role of the supervisor in an organized labor environment.

Fall 2015-HSM 300-90- COURSE CALENDAR: This schedule is subject to

change at the discretion of the instructor or depending upon the progress of the
Click on the discussion tab in the blackboard menu to view the
introduction exercise and to post your response.
Click on the discussion tab in the blackboard menu to view the
discussion topics and to post your group responses.
Click on the assessment tab to take quizzes and exams.
Click on the assessment tab to view group assignment and to post your
All course work, including quizzes and exams are available from the
beginning of the course. Therefore, you have the flexibility and the power to
decide when to complete course work before the deadlines. Time management
is an important objective of this course and make up work is not allowed in
this course.
Course work sent by e-mail will not be accepted.
If you miss course work, your chances of getting the desired grade is reduced.



A. Click on the Start Here button on the menu in
blackboard to find start up information such as a course
Aug 22 Sep 6
overview, navigational instructions, and course calendar.
B. Read the navigation instructions to help you to find the
various components of the course.
C. Read the syllabus.
D. Click on the Learners Resources button in blackboard
and familiarize yourself with its contents.
E. Complete the introduction exercise and comment on the
responses of two classmates by Sep 3, 1:00 PM
(50 points).
F. Complete Quiz 1 on syllabus by Sep 6, 1:00 PM
(40 points).
Module 1

A. Read module 1 learning outcomes.

Sep 7-Holiday

B. Read and study chapters 1, 2, and lecture notes.

Sep 8- Sep 13

C. Complete quiz 2 on chapters 1 and 2 by

Sep 13, 1:00 PM (40 points).
D. Complete group discussion 1 and comment individually on
the responses of two groups by Sep 13, 1:00 PM (40 points).
E. Begin group assignment.


Module 2

A. Read module 2 learning outcomes.

Sep 14 Sep 27

B. Study chapters 3,4,5,6, and lecture notes.

C. Take timed exam 1 on chapters 3, 4, 5, and 6 by
Sep 27, 1:00 PM (100 points).
D. Complete group discussion 2 and comment individually on
the responses of two groups by Sep 27, 1:00 PM (35 points).
E. Continue group assignment.

Module 3

A. Read module 3 learning outcomes.

Sep 28-Oct 4

B. Study chapters 7, 8, 9, 10, and lecture notes.

C. Complete group discussion 3 and comment individually on
the responses of two groups by Oct 4, 1:00 PM (40 points)
D. Take timed exam 2 on chapters 7, 8, 9, and 10 by
Oct 4, 1:00 PM (100 points).
E. Continue group assignment.

Module 4

A. Read module 4 learning outcomes.

Oct 5-Oct 11

B. Study chapters 11,12,13, and lecture notes

C. Take quiz 3 on chapters 11, 12, and 13 by
Oct 11, 1:00 PM (40 points).
C. Continue group assignment.


Module 5

A. Read module 5 learning outcomes.

Oct 12-Oct 13
(No Classes)

B. Review chapters 11, 12, 13 and lecture notes.

Oct 14-Oct 25

D. Study chapters 14, 15, 16, and lecture notes.

E. Take exam 3 on chapters 11-16 by
Oct 25, 1:00 PM (100 points).
F. Continue group assignment.

Module 6

A. Read module 6 learning outcomes.

Oct 26 Nov 1

B. Study chapters 17, 18, 19, and lecture notes.

C. Take quiz 4 on chapters 17, 18, and 19 by
Nov 1, 1:00 PM (40 points).
D. Post group assignment report by Nov 1, 1:00 PM (80 points)

Module 7

A. Read module 7 learning outcomes.

Nov 2- Nov 15

B. Study chapters 20, 21, 22, 23, 24, and module 7 lecture
C. Take quiz 5 on chapters 20-24 by
Nov 15, 1:00 PM (40 points).

Module 8

A. Read module 8 learning outcomes.

Nov 16- Nov 22

B. Study chapters 25, 26, and lecture notes.

C. Take quiz 6 on chapters 25 and 26 by
Nov 22, 1:00 PM (40 points).


Module 9

A. Read module 9 learning outcomes.

Nov 23-Nov 25

B. Study chapters 27, 28, 29, and lecture notes.

Nov 26-Nov 29

C. Take quiz 7 on chapters 27, 28, and 29 by

Nov 25, 1:00 PM (40 points).

Nov 30-Dec 4

D. Review chapters 17-29 and lecture notes.

Final Exam

A. Take proctored final exam on chapters 17-29 by Dec 6,

1:00 PM (100 points).
Instruction about the proctored final exam is posted in
blackboard under the Start Here Button.

Dec 6

Computer Technology Requirements

Computer Hardware/Software follows:

Intel Core 2 Duo/Quad, or intel Core i3, 15,




Hard Drive

320 GB or greater

Optical Drive


Video Card



100/1000 Mbps Ethernet and/ or Wireless

802.11 b/g/n

Operating System

Microsoft Windows 7, Vista or Microsoft

Windows XP


Microsoft Office 2010, Adobe Flash Player,

Adobe Acrobat Reader, Microsoft Windows
Media Player, Apple Quick Time


Internet Explorer 7, 8, or Firefox 3.5 and 3.6

Broadband Internet

NSU, Cox, Verizon


Dial-up modem connection may cause problems because of the use of video in
this course.
Email Account
All students who are registered for this course have a Norfolk State e-mail account.
It is mandatory that you use your NSU e-mail account. Your e-mail is an important
component of this course and you must make sure it is working properly. Please
check your e-mail frequently, at least daily, for messages and announcements
from your instructor.
I did not check my e-mail is not an acceptable excuse. You are being held
responsible and accountable for checking your NSU e-mail in this course.
Students must call the Office of Information Technology (OIT) at 757-823-8678 to
activate e-mail accounts.
Course Organization in Blackboard and Navigational Instructions
After students gain access to the course, they may click on the following buttons
to navigate the course:
Start Here. This button provides information about how to get started in the
course such as a course overview, course calendar, navigational instructions,
and instructions on the proctored final exam.
Announcements. This button links you to messages from your instructor.
You are responsible for checking all announcements in blackboard and also
reading them by e-mail.
Syllabus. This button links you to the syllabus. The syllabus contains
important information that will guide you throughout this course.
Ask the Professor: This button links you to the place where you will
contact the instructor for course related questions and concerns. You will
only use your e-mail for personal matters.


Course Content. This button links you to module topics, learning

objectives, and lecture notes.
Assessment. This button links you to quizzes, exams, and the group
assignment report.
Learner Resources. This button provides team readiness assessment and
performance information, and links to academic support services.
My Grades. This button links you to the place where you will view your
Discussion Board. This button links you to the introduction exercise,
discussion topics, and the location to post your group and individual
Groups. This button links you to the group to which you belong after the
late registration period is completed, which is August 26.
If you have technical difficulties with accessing blackboard, please contact
blackboard support at 757-823-2328/2812 and make sure you have access to a
computer that is working well.
Course and University Policy Statements
Exams and Quizzes
The exams and quizzes are multiple choice questions that reflect your
understanding of the course material. They consist of factual,
comprehension, application, and analytic questions.
Before you access the exams and quizzes, make sure your computer
is working well.
The exams and quizzes are not open notes and/or open book
activities. Therefore, your instructor expects you to be prepared by
reading and studying the course material.


There is no make-up work for exams and quizzes.

Timed exams and quizzes will be available from the beginning of the
class until the due date. The amount of time given is to help you to
manage your time wisely and to be proactive in making allowances for
emergencies and other responsibilities. Therefore, I encourage you to
make good use of the time given and do not procrastinate.
It is likely that a student may experience technical difficulties during an
exam or quiz and may not be able to continue. It is the students
responsibility to contact the instructor immediately by e-mail and to
follow up on the response.
Your instructor will provide the time limit for completing the exams and
quizzes. Blackboard will save and submit the exams and quizzes
automatically when the time expires. Therefore, students must avoid
idling during test-taking and when experiencing technical difficulties.
If students have documentation stating that they have a disability, the
appropriate time limit will be given when taking the exams and quizzes.
The final exam will be proctored.
Discussion Topic, Policy Statements, and Etiquette
All responses to the discussion topics must be posted on the discussion
board. Do not send responses by email because they will not be graded.
Students must participate in two ways: (1) a new thread to respond to the
discussion topic posted by the instructor and (2) individual comments to the
postings of two groups.
The discussion will be graded based on a rubric. You must familiarize
yourself with the rubric before you compose and post the response. No
grade will be assigned for comments to the work of others unless the
student participated initially in the group discussion.
Make sure you are posting under the right discussion topic.


Cite references in APA style when using the work of others in your
Avoid personal attacks when commenting on the posting of others.
You should address groups when commenting on their postings
(e.g., Group 1).
Do not make any derogatory comments.
Attendance Policy
In an online classroom, blackboard tracks your participation online.
Students have the responsibility and accountability to notify the instructor via
telephone/e-mail if an emergency arises and are unable to keep up with this course.
Notice to Students: If you do not login and complete assigned course work by
the end of week two, your name will be lined out on the class roster.
Learning Difficulty
If you have difficulty in understanding concepts and other course material, please
contact your instructor immediately for help. If you do so after course work is
completed or at the end of the semester, the instructor can do nothing.
1 Video Introduction
4 Exams
1 Group Assignment
7 Quizzes
3 Class Discussions
Self Check Multiple Choice
Test Questions (formative)
Total Points

Point Value

Total Points


Grading Scale
100 94 A
93 90 A89 87 B+
86 83 B
82 80 B79 77 C+
76 73 C
72 70 C69 67 D+
66 63 D
62 60 DBelow 60 F

(930-870 points)
(869-833 points)
(832-805 points)
(804- 768points)
(767-740 points)
(739-712 points)
(711-675 points)
(674-647 points)
(646-619 points)
(618-582 points)
(581-554 points)
(Below 554 points)

The instructor reserves the right to revise the grading criteria as appropriate
and will make reasonable attempts to notify students as time permits.
No extra credit work is awarded in this course.
How to calculate your grade
You can calculate your grade at any given time during the semester using the
following equation:
Grade = (Points earned divided by Possible points) x 100
In keeping with its mission, the University seeks to prepare its students to be
knowledgeable, forthright, and honest. It expects and requires academic honesty
from all members of the University community. Academic honesty includes
adherence to guidelines established by the University for the Use of its libraries,
computers, and other facilities. Academic or academically related misconduct
includes, but not limited to, unauthorized collaboration or use of external
information during examinations, plagiarizing or representing anothers ideas as
ones own, furnishing false academic information to the University, falsely
obtaining, distributing, using, or receiving test material; obtaining or gaining
unauthorized access to examinations or academic research materials, soliciting or
offering unauthorized academic information or materials, improperly altering or
inducing another to alter improperly any academic record, or engaging in any


conduct which is intended or reasonably likely to confer upon ones self or another
an unfair advantage or unfair benefit respecting an academic matter.
In accordance with Section 504 of the 1973 Rehabilitation Act and the Americans
with Disabilities Act (ADA) of 1990, if you have a disability or think you have a
disability, contact Supporting Students through the Office of Accessibility
Services/International Student Services (O.A.S.I.S).
Location: Student Services Building, Suite 110, Room 110D
Telephone: 823-8325.
As part of Norfolk State University commitment to provide the environment and
resources needed for success, students may be required to participate in a number
of university-wide assessment activities. The activities may include tests, surveys,
focus groups and interviews, and portfolio reviews. The primary purpose of the
assessment activities is to determine the extent to which the universitys programs
and services maintain a high level of quality and meet the needs of students.
Students will not be identified in the analysis of results. Unless indicated otherwise
by the instructor, results from University assessment activities will not be
computed in student grades.
Students are expected to apply good time management techniques to complete all
course work on time.
Successful completion of this course with a grade of 73/100 or higher comes from
doing the important things that are necessary to obtain the desired grade:
1. Do not procrastinate because it is detrimental to online learning and will
reduce your chances of success in this course. In other words, study and do
course work now instead of later.
2. Set deadlines that are consistent with those of your instructor to complete
course work.


3. Read, think critically, study, ask questions, understand, reflect, and apply
what you have learned.
4. Think positively because thoughts usually guide actions.
5. Your instructor is here to help you; therefore, you must speak up.
The retention alert policy provides a framework for establishing a campus network
of responders including both academic and student affairs agents to increase a
safety net so students are less likely to leave the University before graduating.
Based on your classroom performance you may be referred to the appropriate
responder through retention alert.