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Shoreline Community College Training Focuses & Immediate Improvements Case Study

Review the case study and create a document that provides responses to each of the questions listed. Include a short intro and conclusion to your case study.


Susie has been a coder in the HIM department of a large acute-care facility for the past eight years and prior to working at this facility she had coded for another facility for about ten years. Most of her coding experience has been in outpatient coding (e.g. outpatient observations, surgeries, and emergency department visits). Two years ago, Susie was cross-trained to code inpatient discharges as well. On last year’s performance appraisal, Susie received an “exceeds job performance expectations” rating. This past performance appraisal cycle, the HIM coding area and Susie personally experienced the following changes:

  • The hospital implemented a new EHR that required extensive training for all hospital employees.
  • The coding area had some management turnover with the long-term coding manager retiring and the coding lead promoted to the coding manager position.
  • The HIM department’s coding productivity was updated to include computer-assisted coding and all coders went from using one monitor to dual monitors.
  • Susie used to sit in a quiet office area with one other individual but the department was reconfigured and all coders were moved to a central location. The coding office is a large room with each coder occupying cubicle. The noise in the open concept office tends to magnify even with the cubicle dividers.
  • Susie’s husband had some health issues as well, which caused Susie to be on family medical leave for six weeks.

It is that time of year for all performance appraisal reviews to be conducted and Susie has expectations that her performance evaluation will be similar to last year’s. Susie’s coding manager set up a time to go over her review on Friday afternoon at 3pm in the manager’s office. Susie arrives promptly at the manager’s office but has to sit outside the office for 10 minutes waiting for the coding manager to finish up a personal phone call. Susie enters the room and the coding manager has music playing on her iPhone and her computer is open with the email notification on. Susie sits down at the chair on the other side of the manager’s desk and the coding manager hands Susie the evaluation and says, “Review this please and let me know if you have any questions. While you are doing that, I have to answer a few emails because it is Friday afternoon.”

Susie reviews the evaluation and she is stunned by the final evaluation score that she is receiving this year. Her final score is a “needs to improve” and she is being put on a performance improvement plan (PIP) with no pay raise. There are items include in the evaluation that Susie had no idea had been a problem throughout the year. Susie’s productivity and quality were marked below average and the statistics included in the review were ones that Susie had not seen all year. Susie was very upset and tried to address the evaluation with the coding manager, which turned the coding manager defensive. Susie does not like conflict so she signed the evaluation and left the room.


(1) Discuss two items that might affect Susie’s work performance and explain why you think these might cause Susie’s performance to vary from the previous year.

(2) Identify two inappropriate occurrences that happened during the actual performance appraisal review meeting and explain how the meeting might be improved.

(3) Identify two negative performance appraisal events that occurred throughout Susie’s performance appraisal cycle and identify preventive methods so the same negative events do not occur next year.

(4) Research one article on performance appraisal best practices and incorporate a key point from the article into your response to the above questions. Make sure the article is reputable and provide a reference to the article in APA format.


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