Question

Dear staff,

This is Yu.Zhou. May anybody who is good at the Supervisory Management in Health Care Organizations class help me with homework question below. Thank you, sincerely.

THE BULLY

Wende Carlson, office manager for the hospital’s ambulatory services division, was secretly happy that her half-day conference had been in the morning and not in the afternoon. Mornings in the office were so frantic and stressful that Wende was more than happy to miss a morning once in a while. Afternoons were relatively quiet, so Wende had hopes of getting caught up on some delinquent paperwork after returning from her outside commitment. However, when she arrived at her office after lunch, she was greeted by four angry expressions and one empty desk. Indicating the empty desk, Wende asked, “Where’s Sue? And why the stone faces? What’s going on around here?” “Sue went home,” Eleanor said. “She had to go home after Dr. Greer got through with her,” said Kay. “I think I would’ve spit in his eye and walked out for good.” Wende asked, “What in the world happened?” Eleanor explained, “Sue had the misfortune to make a simple booking mistake when Dr. Greer was at his busiest. He’s a bear most of the time anyway, and we all know how he’s been lately with the group running one physician short.” Wende said, “We obviously shouldn’t make booking errors, but as hectic as it gets around here they’re bound to happen once in a while and there’s usually nothing serious about them.” Kay said, “You’d think they were life threatening the way he took off on her. He called her about 10 different kinds of an idiot and said he was going to have her fired for incompetence. He literally screamed at her, in front of the four of us and Dr. Wilson and at least three or four patients in the waiting area.” “No class, rotten style,” Eleanor muttered. The others nodded in agreement. “Why did Sue go home?” Wende asked. Eleanor answered, “Greer really leveled her and ordered her out of the office. She cried in the ladies room for nearly half an hour, but even after she calmed down a bit she was afraid to come back in. She just signed out and went home.” In further discussion with her four staff members, Wende learned that Sue had stated there was no way she could continue working where she was treated in that fashion and that Dr. Greer had announced for all to hear that she was forbidden ever to touch his schedules again.

Read the article above and answer the question below.

Question:

What are the steps you believe Wende should consider in addressing the problem presented by "The Bully" and in attempting to repair the apparent damage caused within her work group and why? Provide detailed reasons for your recommendations. (This is the question I need help with).

Answer 1

Wendell should consider the following in addressing the problems presented

• Assess whether the booking error has caused any negative effects and impacts to the concerned patients because identifying and solving this can greatly reduce many conflicts between a healthcare professional and the healthcare sector from any consequences in the future which can break the professional relationship between a provider and the other staffs in the working environment
• Investigate the concerned matter with the doctor for treating a staff in a demeaning way and making things so complicated.
• Make a discussion with the victim and help her to come out of the problem and enable to perform in her work.
• Make a new policy or protocol to prevent these types of incidents in the offices
• Inform the staffs to address this to their concerned supervisor or the the manager directly to stop being bullied and harassed and if appropriate can be subjected for disciplinary action too.