Question

 CASE STUDY #2

Judy is a unit clerk in an outpatient pediatric clinic. It is an especially busy day, and the second unit clerk has called in sick for the day. A young mother arrives for her 10:30 appointment a few minutes late, carrying a very upset and crying 4-month-old baby boy. The mom says, "I am so sorry I am a little late; it was hard to get him here. He is SO sick!" Without looking up, Judy sighs heavily and says, "You're going to have to wait now, three people are ahead of you." She turns her chair away from the mother and mumbles, "First, you need to fill out this new paperwork." Judy cannot see that the young mother has started to cry. Judy hands her the paperwork, again without looking at her. The mom asks, "Can I have a pen please?" Judy rolls her eyes, and searches her drawer for a pen. She hands her the pen as she answers the phone.

 Questions for discussion:

 What could Judy have done to improve the interaction with the mother?

 What could the mother have said to Judy to improve the situation?

Answer 1

1 Inorder to improve the situAtion Judy should have acted differently.Judy should have been compassionate with the women as she could clearly see that the baby is crying and being a women herself she must have an understanding of the lady's situation.Judy should have consoled her and spoke nicely to her ,looking into the lady's eyes and would have improved the situation.

2.The mother had already apologized herself for being late.There is nothing more she can do from her part to improve the situation.

Answer 2

2. The mother should have said to Judy directly that boy is sick and only 4 months-old and told her the symptoms of her son's sickness, even is Judy was not looking but atleast she was listening,maybe she shoud have paid attention and looked the baby was in serious condition or not.