CMSA Today - Issue 7, 2017 - 18

TECHNOLOGY

DEVELOPMENT AND
IMPLEMENTATION OF
RELATIONAL BUILDING
IN THE VIRTUAL WORK
ENVIRONMENT
BY KIM DIAGE, RN, MSN, DNP

A

s the case management
office setting leans more to
a virtual workplace, there
is a decrease in relational
skills among organizations.
Relational skills are skills in which the
professionals interact with each other
(McQuerrey, 2017). These skills consist
of patience, reliability, empathy, trust
and influence (McQuerrey, 2017). As a
result of the increase in technology, the
need for the traditional office setting
has decreased significantly (Trondesen,
2010). Many healthcare organizations have
begun the trend of work at home (WAH)
positions with the virtual office setting.
Although there are many advantages, such
as lower overhead cost, the disadvantages
may outweigh the benefits. A few of the
disadvantages include a decrease in trust
and social isolation, lack of a relationship
within the team (Management Study
Guide, 2016). A study was conducted
by developing and implementing teambonding exercises in the hope of increasing
team morale and trust as well as decreasing
social isolation and lack of relationship
within the team. A group of 10 individuals
18

CMSA TODAY

participated in the project, all of whom
work as case managers in a virtual workplace
setting.
The project was completed in a large
health insurance company within the case
management department. The 10 participants were made up of case managers with
backgrounds in social work and nursing.
Although the case managers are out in the
field visiting members, their office setting
is their home, and all communication with
team members are conducted via email or
instant messaging. The team participates in
weekly teleconferences with the supervisor
and each other.
The team-building exercise conducted
by the participants was the development
of a virtual name tag. The 10 participants
developed a PowerPoint with a selection of
favorites. Once completed, the participants
were randomly paired and presented their
partner's PowerPoint to the team during
weekly telephonic meetings. This provided
the opportunity for each participant to interact with one another.
The evaluation process was completed
using a survey through Survey Monkey.
Survey Monkey is an online survey resource

Issue 7 * 2017 * DIGITAL

where users can develop, publish and analyze
data (Survey Monkey, 2016). The survey consisted of nine questions with a Likert scale:
1. How important do you feel team relational
is for the success of the virtual workplace
and patient outcomes? Results: 0 percent
stated it was not important, somewhat
important, no opinion; 40 percent important; and 60 percent very important
2. Prior to implementation of the team building exercises: How satisfied were you with
team relational? Results: 20 percent not
satisfied; 40 percent somewhat satisfied; 20 percent no opinion; 20 percent
satisfied
3. On a scale of 0-10; how satisfied were
you with the team-building colleagues? 1
participant stated 2; 2 participants stated
4; 2 participants stated 5
4. Do you feel the team colleagues improved
the virtual team relational (yes or no)? 60
percent (3) yes and 40 percent (2) no
5. On a scale of 1-10; overall, how satisfied are you with virtual workplace team
relational after these team-building
exercises? 1 participant 1; 1 participant
2; 1 participant 3; 1 participant 4 and 1
participant 5



Table of Contents for the Digital Edition of CMSA Today - Issue 7, 2017

President's Letter
Association News
CMSA Corporate Partners
Care Transitions: Remember the Basics
Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
Development and Implementation of Relational Building in the Virtual Work Environment
Patient and Provider Satisfaction
The Case Management Model Act: Professional Case Managers Transforming Health Care
Index of Advertisers
CMSA Today - Issue 7, 2017 - Intro
CMSA Today - Issue 7, 2017 - cover1
CMSA Today - Issue 7, 2017 - cover2
CMSA Today - Issue 7, 2017 - 3
CMSA Today - Issue 7, 2017 - 4
CMSA Today - Issue 7, 2017 - 5
CMSA Today - Issue 7, 2017 - President's Letter
CMSA Today - Issue 7, 2017 - 7
CMSA Today - Issue 7, 2017 - Association News
CMSA Today - Issue 7, 2017 - 9
CMSA Today - Issue 7, 2017 - CMSA Corporate Partners
CMSA Today - Issue 7, 2017 - 11
CMSA Today - Issue 7, 2017 - Care Transitions: Remember the Basics
CMSA Today - Issue 7, 2017 - 13
CMSA Today - Issue 7, 2017 - 14
CMSA Today - Issue 7, 2017 - Leveraging Family Caregivers, Clinical Protocols and Technology to Improve Person-Centered Care
CMSA Today - Issue 7, 2017 - 16
CMSA Today - Issue 7, 2017 - 17
CMSA Today - Issue 7, 2017 - Development and Implementation of Relational Building in the Virtual Work Environment
CMSA Today - Issue 7, 2017 - 19
CMSA Today - Issue 7, 2017 - Patient and Provider Satisfaction
CMSA Today - Issue 7, 2017 - 21
CMSA Today - Issue 7, 2017 - The Case Management Model Act: Professional Case Managers Transforming Health Care
CMSA Today - Issue 7, 2017 - 23
CMSA Today - Issue 7, 2017 - 24
CMSA Today - Issue 7, 2017 - 25
CMSA Today - Issue 7, 2017 - 26
CMSA Today - Issue 7, 2017 - 27
CMSA Today - Issue 7, 2017 - 28
CMSA Today - Issue 7, 2017 - 29
CMSA Today - Issue 7, 2017 - Index of Advertisers
CMSA Today - Issue 7, 2017 - cover3
CMSA Today - Issue 7, 2017 - cover4
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