Chapter 11 – Case Study Scenario please answer each question saperately using th
ID: 361822 • Letter: C
Question
Chapter 11 – Case Study Scenario
please answer each question saperately using the case study
Directions: Read the scenario below and answer the questions provided.
Case Study – “What Did You Say?”
An IV therapist at Acme Medical Center is asked to draw blood on a comatose patient. She knocks as she enters the room, introduces herself, informs the patient why she is there, verifies she has the right patient, and then describes what she’s doing as she places the tourniquet on his arm, and swabs with alcohol. Just as she states, “I am about to put the needle in your vein. You will feel a sticking sensation,” the Chief Resident enters the room with his group of junior residents, medical students, and nurses.
The Chief Resident points out in a condescending tone that the patient is in a coma and there is no need to speak to him. The IV therapist replies that hearing is the last sense to go – even for people in a coma. The Chief Resident laughs and says, “You’d better be able to speak Russian, because that’s what he is.”
The IV therapist thanks the resident and then speaks to the patient in Russian. The residents burst into laughter and the crimson faced Chief Resident storms out of the room.
Buchbinder, S.B., Shanks, N.H., Buchbinder, D. (2014) Cases in health care management. Jones & Bartlett Learning, Publ. Burlington, MA.
Questions: Be careful! There are multiple topics to answer for each question.
You need to fully discuss each question – I would expect that it would involve three to four well-developed paragraphs to answer these questions.
Be sure to double-space your responses and use correct grammar and spelling.
1. Lack of civility in the workplace has become a topic of discussion in many HCOs.
Identify two (2) examples of civility and two (2) examples of incivility in this case.
Provide a rationale for your responses – why do you view them as civility? Why do you view them as incivility?
2. How might our cultural upbringing, personal assumptions, and opinions influence our etiquette, civility, or incivility as health care leaders?
How can this effect “service excellence”?
3. How might the Chief Resident’s behavior affect whether the IV therapist’s desire to continue working at the medical center?
4. How should Human Resources be involved?
Think about the need to retain both the Chief Resident and the IV therapist – if you were head of HR, what would you do?
5. If you were the CEO, what steps would you take to assure this did not happen again?
Be very clear on what each “step” involves you doing to assure this does not happen again.
Explanation / Answer
1. Two examples of Civility:
a) Role of IV therapist is to attend the patient and clarify the patient about the task what she did in the case. She told clearly to patient what she is going to do and what will happen to your body. as she states, “I am about to put the needle in your vein. You will feel a sticking sensation,” It shows that for civility employee should know his/her role so that patient will not get scared from the medical treatment.
b) Role of seniors in an organization to correct the mistakes of juniors. As Residents has immidiately told to IV Therapist about the condition of patient and what will be the right way of doing medical treatment to the patient in coma. It is perfect example of civility. As mentioned there The Chief Resident points out in a condescending tone that the patient is in a coma and there is no need to speak to him.
Two examples of incivility:
a) There should no point of laughing in patient room by responsible staff even in presence of doctors or IV therapist. It shows according me an incivility because patient should be treated with all humanity and well behavior. During course of medical treatment there should not be inhuman behavior with patient even he is in coma.
b) IV Therapist should know duty of treating a patient. So there would not be a situation created like this happened in patient room. It is an act of incivility where seniors come sudden on round to see the situation and got stuck in such discussion with IV therapist. If every employee got trained with proper duty training so there will not a situation arise in such condition.
2. As I have mentioned above there should be a sense of etiquettes of civility and humanity. In this case if people in work place gets good cultural upbringing at home and influence from others at home will be a major behavioral set for health care leaders. If civility and good human behavior comes in nature than health care service will be an example of excellence as patients will get best medical treatment from health care staff.
3. Chief Resident's behavior will definitely affect the work culture if it will not get motivational for other staff. In this case Chief Resident's instruction and training to IV therapist gets best service excellence in medical care to the patient. IV Therapist should know their duty to handle the patient and do the best human behavior with patient.
4. Good Human Resource for a company is much necessary for its progress. As in this case we have seen IV therapist didn't perform her duty in civilian manner and other residents also laughed in front of patient shows that proper training to Human resource.
If I were head of HR I will make proper training instrument for all employees and code of conduct during the work. It will help all levels of employees to take their responsibilities seriously.
5. As I were the CEO following steps were involved to get assure this does not happen again:
a) Regular training and behavioral skill development sessions to all employees.
b) Duties and responsibility list for different level of employee should mendatory to follow during work.
c) If complaint comes from patient or found any mis happening at work place. It will get immediate action by discipline commitee.
d) Case get resolve with proper action and be informed to all for future safety.
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