Question

52 Human Resources in Healthcare the Regional Administrator in Kansas City, Missouri, if Renee was not fired immediately. prevent the hospital from for his care, but Pam being reim had to consider if firing Pam returned to her office to discuss an employee over a single mistake was at a with Bruce. She justified to further protect the reputation the proper course of action had several considerations and a combina the hospital tion of possible outcomes. First, this occur- rence was the first documented complaint Questions against Renee since she had been manager, 1. How should Pam handle the complaint and Rence had been a very highly regarded by the patient? What is the danger of nurse for the eight years she had been with disregarding the patient's complaint? PRMC. Since Pam liked to get to know her 2. Should Pam consider changing Rene's employees, she also knew that Renee and her husband were struggling financially and had three children to support. Her uncon- ventional schedule had been developed tothere should be? offset her husband's work schedule so that 3. How should Pam respond to Felix's one parent could always be home with their children since they could not afford shift schedule? Are there any limits to the amount of shifts or hours that nurses should work? Do you think wife's demand that Renee be fired? 4. Should this situation be addressed childcare. However, she too had noticed Rence coming to work midrotation look ing exhausted and not as cheery as she was by a QI team, or is this simply an unfortunate situation arising from a troubled employee? the first few days of her rotation. Next,5. Could this situation have been avoi Pam had to consider the implications of the formal grievance and how it would affect er department and ultimately the hospital, management systems had beern Felix's increased length of stay would already have played a role in this situation? if the organization's human resource different? If, so, what HR systems might References Agency for Healthcare Research and Quality. 2014. "Patient Safety Network Glos sary." Accessed June 11. www.psnet.ahrq.gov/glossary aspx 2013. 2012 National Healthcare Quality Report. AHRQ Publication No 13-0002. Rockville, MD: Agency for Healthcare Research and Quality. American Society for Quality. 2014a. "History of Quality." Accessed June 11 http://asq.org/learn-about-quality /history-of-quality/overview/overview

Answer 1

1. Pam should deal with this problem practically . He should conduct a conversation with the patient and also with the nurse Renee to know what was the actual reason behind the complaint made . It will provide equal chances to both the members of the scene to present their views and justify themselves .Also Pam should conduct a conversation with the other staff members those who were present around the patient and staff nurse Renee during the issue took place , it will provide additional information about what actually took place . After listening to both the parties, Pam should come to a ethical decision which is correct based on the rationale behind the problem and solve the issue without making it more cumbersome .

The danger of disregarding the patients complaint is that it will affect the reputation of the organisation . When a patient makes complaint related to any aspect of the organisation it directly causes negative impact on the organisation's name and fame and patients pass on the same to their known ones in the future .

But it does not mean that each and every complaints made by the patient should be taken or considered seriously and right .Many times patients think that they are paying for the services so they should be treated like a VIP and make complaints which are vague and inappropriate . Organisation should do a proper survey of the complaints made by patients and then action should be taken based on the evidence and rationale.

2.There is no need to change the shift schedule of the nurse Renee because if we change the shift then also there are chances of interaction between the patient and the staff untill the patient is discharged so, its not useful to change the shift duty while the nurse should be allowed to do the duty as normal it was earlier. The nurse should be allowed to take care of other patients and restrict any interaction between the nurse and complaint raised patient.

Yes ,there is limit to the hours of work a nurse should do . The nurses work hours duration is 8hours .

Morning 8am to 2pm

Evening 2pm to 8pm

Night 8pm to 8am

The pending 2hours of morning and evening shifts are compensated in the night duty and it is necessary .

3. Pam should straight forwardly answer Felix's wife that just on the demand of her they cannot fire Renee immediately . Pam should explain that they need evidence and rationale behind the issue, on the basis of which action will be taken against the nurse if find culprit.

4.No, there is no need to address this situation to QI team until and unless it's resolved by the in-charge of the department . When all the measures taken by the in-charge and the number of chances given to the staff to change their behaviour crosses the limitations then this problem should be handed over to QI team .