After watching the video, there were several concerns with the Front Desk Clerk and Environmental Services exhibited with the way different individuals in the staff performed their roles. These concerns range from poor management of patients' emotions to maintaining etiquette with the patient and among the staff, poor management of patient wait durations, and poor complaint resolution. Additionally, there is also poor communication within the staff. First, the charge nurse is seen to offer confusing directions to a relative of a patient who had been admitted to the health care facility earlier in the day. The same nurse also keeps a patient who happens to be in a very bad health condition waiting without attending to him quickly to get the medical attention he requires. She tells the patient's wife that it is not her ability to offer the services, but they should seek registration first before the patient can get medical attention. Notably, this incidence nearly leads to this patient's death, and this is the only time when they rush the patient to the emergency room.
Additionally, there is an etiquette concern among the staff seen when the chief resident, Aaron Klinger, responds harshly to the charge nurse while asked to elaborate registration matters to the patient and his wife. There is also the issue of poor complaint resolution seen from the hospital's clerk. She cannot resolve the complaints of the many clients in front of her desk, that she shouts at them and threatens to call the security. The concern with poor communication is seen when the environment worker understands what the patient's wife is saying but remains silent because he thinks it is not his work as an environment staff to speak for or listen to the patient’s complaints. Moreover, the transporter seems to be untrained on his responsibilities and work ethics that he transports a patient uncovered and in the presence of many other people. He does not think that he is also liable for his actions and that he is also a health care worker and should adhere to the required or set health care ethical codes.
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I believe this is both a management issue and also an employee correction issue. First, if the management were effective enough, there would be ethical measures and codes to guide the workers. These set ethical codes would ensure that patients are not kept waiting, respect for the patient’s safety and privacy is upheld, and effective ways to resolve conflicts (Marcus et al., 2011). Second, it is an employee disciplinary issue since the employees should have understood and learned what is expected of them when pursuing their profession. They were supposed to be aware of the moral issues about health care and how they handle patients.
The management should arrange for programs and training sessions that would enhance the staff members' responsibilities and how they are supposed to interact or communicate with patients (Mitchell et al., 2012). Also, policies should be implemented to ensure that the hospital or health care ethical codes are followed and respected by every worker in the hospital. These policies would help the hospital provide better services as well as respect patients and their privacy.
I would ensure regular assessments that focus on patients’ feedback are implemented to determine the effectiveness of these interventions. The feedback is essential since only the patients can tell or express their experiences with the health care workers whenever they visit the hospital (Osborne, 2004). I would also ensure that supervisors whose work would be to monitor and observe the activities around the hospital and report daily.
References
Marcus, L. J., Dorn, B. C., & McNulty, E. J. (2011). Renegotiating health care: Resolving conflict to build collaboration . John Wiley & Sons.
Mitchell, P., Wynia, M., Golden, R., McNellis, B., Okun, S., Webb, C. E., ... & Von Kohorn, I. (2012). Core principles & values of effective team-based health care. NAM Perspectives .
Osborne, L. (2004). Resolving patient complaints: a step-by-step guide to effective service recovery . Jones & Bartlett Learning.
