SPECIMEN 5
Shahzada Yaqoot
Dr. Eliot Parker
PWR-466
12-1-2023
(Improved version of a previous work)
Training manual for employees of Sun Medical Equipment Inc.
Introduction:
Sun Medical Equipment Inc. is engaged in patient care medical equipment sales and service. The company operates four retail centers employing a team of 50 people trained in specific product knowledge, awareness of policy and procedures, compliance with regulatory affairs, expertise in customer care, and day-to-day operations. Due to the quick turnover of employees in the post-Covid job market, the management wants to create a series of training manuals on all the stated aspects of their operation that will be available in the corporate library for training new employees at the time of their onboarding, as well as providing refresher courses for the seasoned employees.
Importance of Training and Product Research:
Sun Medical Equipment Inc. is a regulated business that three Federal agencies monitor. (1) Medicare licenses it as an equipment provider for Medicare patients, (ii) the Office of the Inspector General (OIG) monitors regulatory compliance, and (iii) the Food and Drug Administration (FDA) monitors the quality of the goods given to the patients. The management at Sun Medical strives to train their employees to strictly adhere to the supplier standards that the federal agencies stipulate. Another three state agencies also regulate the company’s operation through the California Department of Public Health (CDPH), which issues necessary licenses to operate, the Occupational Safety and Health Administration (OSHA), and the Office of the Agricultural Weights and Measurements (AWM). The continuous compliance requirements make it mandatory for Sun Medical to train its employees to the highest standards of ethics and professionalism. The company is always searching for new products to incorporate into its product line. Its researchers attend various seminars, exhibitions, and manufacturing facilities to learn about inventions, applications, and the associated therapeutic benefits of those devices. The information gathered is then discussed at the board level to rationalize what market segment can benefit from those devices and how marketing would be handled. Training employees with the new product knowledge is thus an ongoing process at Sun Medical Equipment Inc.
Relevance to organizational goals:
This research for new products aligns well with the ongoing operational strategy of the organization. In medical supplies, new products are constantly invented to address the ever-changing requirements of the aging population. This field of work is driven by 77 million baby boomers who lose their functionality due to illness, accidents, or debilitating diseases. They rely on pharmaceuticals to manage various ailments and medical devices to help them maintain their daily activities. Over 20 thousand devices have been invented so far to help individuals overcome their disabilities to a reasonable extent. To stay competitive, Sun Medical Equipment needs to continuously update its product lines and train its employees to understand the application of those products.
Expansion of existing Knowledge:
The employees responsible for dispensing specialty products to the end-users have received ongoing training in various products throughout their employment. This training relates to a new line of Electrotherapy devices that the company has recently included in their product line. Both FDA and CDPH classify electrotherapy devices as “legendary devices” that can only be dispensed by specially trained people holding an “License Exemptee” issued by CDPH.
Objectives of the training:
The training is a regulatory requirement for all those who would be responsible for dispensing these units to the end-user customers of Sun Medical. This training will be given to the following two employees who have been with the company for over five years.
Benjamin Soria Manager. Sun Medical Supplies. Beaumont Branch. Benjamin has a Bachelor of Business Administration from the University of Redlands. He has in-depth knowledge of dispensing legendary devices and holds a valid Exemptee License from CDPH.
Asha Yaqoot. Customer service representative. Sun Medical Supplies. Redlands Branch. Ash is well-trained and, being bilingual, runs the customer service department quite efficiently. This training will enable her to dispense TENS units to Spanish-speaking customers.
Once trained, the management will issue a certification of completion, and each participating employee will be credited with 6 hours of continuous education.
The specific Device:
The Device is classified as a group of three electronic Devices. It is called a Transcutaneous Electronic Nerve Stimulator (TENS) unit. The word “Transcutaneous” means “Trans” (across, or traveling through) and “Cutaneous” (relating to the skin. Also Latin Cutis=skin). This small electronic device is designed to generate low voltage electrical impulses that are transferred to the user’s body through the leads and electrodes. The machine has four control settings:
On/off switch that is graduated in 10 levels to control the intensity of the electrical impulse.
Band width to control the length (duration) of each impulse.
Mode switch that allows the user to select C- continuous, M-modulated, or W-wave (up and down) as per personal preference.
Timer switch. To adjust therapy sessions from a minimum of 30 minutes to a maximum of 90 minutes.
The Device comprises the central unit, leads, electrodes, and a holding case for easy transportation. The unit works with one 9 Volt battery.
Tens unit and electrodes.
Application:
The Device is for patients who suffer from chronic pains in the muscles and joints of the body. It emits low-degree electrical impulses that penetrate through the upper layers of the skin (cutaneous layer) and reach down to shock the nerves (Cleavlandclinic.com). It’s a palliative treatment that provides comfort and not a cure. Physicians often need time to diagnose the root cause of a pain and to decide on a curative measure which may include a long-term therapy or a surgery. However, the pain needs to be managed either by drugs or a device so that a suffer can continue with the daily chores of life. The invention of TENS device addressed that requirement by scientifically studying the cause of the pain. The nerves that carry the pain signal to the brain for recognition, are given an electrical shock to distort the signal circuit. Since the pain signals are lost on the way, the brain recognizes none, and the pain sensation is not felt anymore.
Theory:
Pain is a body’s warning system to indicate an injury, sprain, hurt, or ailment somewhere in the body. The nerves spread throughout the human body as an extensive network senses trouble spots and signals to the brain. That is where it is recognized as a trouble signal and manifested as pain. Massaging where it pains helps. The researchers concluded that in rubbing, the pain symptoms are temporarily blocked and provide relief (ncbi.nlm.nih.gov)
Product development
In developing this theory, methods were researched to block the pain symptoms from reaching the brain. Low-intensity electrical impulses penetrate the skin to shock the nerves and disrupt the pain signals, proving a highly effective soothing treatment (comforting treatment). Thus, the TENS unit was invented and proved beneficial as a temporary pain treatment for millions of patients (tens.net/a-concise-history-of-the-tens-unit).
The LCD screen on the unit controls four functions
Timer. Therapy time can be adjusted from 15 minutes to 90 minutes.
Pulse style can be adjusted as constant, bursting, or modulated.
Bandwidth duration.
Intensity of impulses in 10 levels.
Therapy Method
Two leads are connected to the base unit.
Each lead ends as two red and black pins, denoting negative and positive charges.
Each lead is connected to the electrodes (four pieces).
Next, the electrodes are placed around the point of pain in the patient’s body.
The patient can sit, walk, or continue doing regular household chores while taking the therapy of the desired duration, ranging from a minimum of 15 minutes to a maximum of 90 minutes (sharedfiles.mayoclinic.org/bedside/open/GNT-20248283.html).
Simulation.
The two trainees were each given a set of TENS UNIT to examine physically and to master the four sets of controls, correct installation of the leads, insertion of the electrodes, and proper placements. Mannequins were used to simulate the placement of electrodes, as illustrated in the following diagram.
Results.
The efficacy of the therapy can last up to six hours, after which it can be reapplied. The treatment has no side effects and is non-habit-forming. However, it is not a cure for the underlying problem but a soothing treatment that provides comfort, enabling pain sufferers to engage in everyday life activities. Driving or use of machinery while using the therapy is prohibited.
Discussion
TENS UNIT is only available to physicians’ orders who like the Device for its efficacy. It is also a quick fix for immediate symptoms and allows doctors to continue diagnosing and treating the underlying causes of the pain. The patients like it because it will enable them to regain their daily activities reasonably. Most insurance companies reimburse their members, deeming it a necessary device during treatment.
Conclusions.
The training provided vital knowledge and hands-on experience for the four employees of Sun Medical Equipment Inc. (WWW.sunmedsupplies.com). The need for this training was a part of the training series that the company developed over time. Electrotherapy devices is a new product line that the company will be marketing through the network of physicians and pain clinics. Since pain is a common ailment resulting from accidents, sports injuries, or age-related illnesses, the market potential with the baby boomer population of the society is enormous. The training will also be refreshed every quarter to include new models of the devices and to learn new technologies that may be introduced. Due to its practical benefits, the Device is expected to stay popular perpetually.
Works Cited
https://www.ncbi.nlm.nih.gov/books/NBK537188
https://tens.net/a-concise-history-of-the-tens-unit
https://sharedfiles.mayoclinic.org/bedside/ope/GNT-20248283.html