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Specifically, address your classmates’ recommended solutions of the other scenarios other than your own. Would you propose the same solution? Why or why not?
1. Scenario 3
There’s a patient at the Pain management clinic for chronic pain. The patient arrived at the clinic for her treatment and overhead staff say, “she is only a drug seeker and is not really in pain”. The patient was upset and decided to write the clinic administrator about her experience and unacceptable behavior the clinic staff engaged in. These types of behavior can be legally, ethically and financially impactful which should never be tolerated.
These types of conversations can be detrimental to the patient and clinic and need to be addressed in a timely manner. Decision making by the administer needs to be established in this process.
· You must define the problem
· Generate solutions
· Propose the solutions in detail and operational
· Evaluate and implement
This model decision makers conceptualize a real situation to help strengthen the code of ethic obtains a tangible solution (Szymaniec-Micka, 2017).
As the administrator I would gather all the facts and have a private conversation with the staff members involved. I would provide a copy of code of ethics, mission and vision for our clinic. Health care managers and staff must demonstrate high ethical conduct that is in line with the core values (Walston, 2017). This type of behavior is unacceptable, not tolerated, and does not demonstrate appropriate ethical conduct. If this were the first time the staff member exhibited tis behavior it would be used as an opportunity to have a conversation and provide constructive feedback. If this type of behavior becomes a pattern, the assistance of human resources would be needed. As the leader this is an opportunity to start a conversation and implement education for the department. The conversation would be centered around the topics of inclusion, diversity, acceptable behaviors and value-based education. I would implement annual education sessions and signing the code of ethics policy as a reminder of accepted behaviors.
As the administrator, I would initially address the patient with an apology and explain that these conversations are not acceptable or tolerated. I would assure the patient that this behavior is not in line with our mission, vision or code of conduct. I would assur her the staff members would be addressed and that education for our clinic would be implement based on our core values to ensure these types of conversations do not happen again. Lastly, I will ask the patient if she has any other feedback regarding her experiences in the clinic and follow up appropriately.
2. Scenario 3:
At the Pain Management Clinic (PMC) there is a patient that comes in for recurring chronic pain management and overheard a staff member say, “she is only a drug seeker and is not really in pain”, which lead to the patient writing the administrator of the clinic.
As the administrator of the clinic, decision making, especially when it comes to matters that violate any area in healthcare, is a very important matter that needs to be done with sound mind (Szymaniec-Mlicka, 2017). Being able to make decisions while working collaboratively in healthcare organizations is essential for a well-functioning organization (Parker-Tomlin, 2017). Ethical behavior is a huge concept that is well known and well established in the health care industry (Walston, 2017). The fact that a patient overheard a staff member speaking in a derogatory manner about her is not acceptable, not only in the healthcare industry but any industry that is customer focused.
I would address this situation by first contacting the patient and apologizing for the derogatory words that were expressed about her on behalf of the clinic and assure her that the situation will be addressed with the staff member and that nothing like this will happen again. I would then contact the staff member, have them come into my office for a meeting along with their immediate supervisor and address the situation. I would explain that I was directly contacted by a patient that overheard their conversation, what was said in the conversation and that that behavior is not accepted in our clinic. I would explain that we are a patient focused facility and that speaking negatively of our patients is not behavior that I will tolerate with my staff. Since this is the first offense, I would write a paper to document the meeting/verbal warning about their behavior, that would be signed by all parties in attendance. Then I would express that I expect better from my staff and that if they have concerns about patients in any form, they can address their concerns with their immediate supervisor, or even with me if needed.
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Specifically, address best practices recommended by your classmates that are different from your own. Each response must be a minimum of 100 words.
1. As stated in “Who said dialogue conversations are easy?…” effective communication is defined as “successful joint establishment or co-construction of meaning, using a variety of strategies, including the simultaneous use of common modalities (speech, nonverbal communication, augmentative and alternative communication (AAC)” (Stans, et.al., 2018, para. 2). Effective communication requires expressing and understanding (Stans, et.al., 2018). The patients need for information on their healthcare is very important for healthcare industry to understand. Clarity, transparency and honesty are essential points to uphold when talking with patients about their healthcare (Ussher, 2018).
The health care industry is a constantly growing industry that requires us to grow with it. The importance of patient’s time, money, and knowledge on their health is crucial in today’s world. As the administrator for Circa Health Systems, I would incorporate new tele health/mobile app systems in order for my physicians and medical teams to have more open dialogue with patients. Telemedicine services are being increasingly used in our health care industry today, as a way of decreasing patients need for in person contact with providers and other medical staff and patients, follow-ups, prescription refills, and contact in general (Hills & Hills, 2020). This allows patients the opportunity to see their health care provider over their mobile devises and discuss their health care issues without the need to physically go into a clinic or hospital and compromise their own health even farther (Hills & Hills, 2020). This also allows for more open communication as physicians or medical teams may respond to their patient’s communication in a timely manner instead of the patient needing to wait to come into an appointment to voice their concerns. Most apps are allowing patients to fill in their symptoms and make suggestions on what steps to take forward (Hills & Hills, 2020). I believe that to be a successful health care organization you must continue to grow with your community, and the community requires, and this is how I would do it.
2. Effective communication is critical to the relationship between healthcare providers and organizations and the clients or patients they serve. Cultural diversity, language barriers and lack of plain language can further impair communication and in the healthcare setting, this can be detrimental to a patient’s welfare and treatment process. When used properly, plain language, interpreters and additional provider training can bridge the communication gap and improve patient outcomes (Lopez-Bushnell et al., 2020, p. 91).
For patients not proficient in English, receiving healthcare can be daunting and enlisting interpreters can relieve the burden of anxiety for providers and patients alike. Even those patients who speak English well but have different cultural backgrounds than their providers may find themselves feeling misunderstood. Minnican and O’Toole (2020) showed a positive relationship between using culturally responsive communication and better patient outcomes. Cultural responsiveness is the ability to be aware of, respect and accommodate cultural differences such as race, social class, sexual orientation, disability and religion (p. 2).
Even something as basic as terminology choice is a crucial step in facilitating better communication. According to Ulrich (2020), clear communication in kidney patient care can include using the word kidney instead of renal or nephro- and long-term instead of chronic. Common, plain language “contributes to the clear, concise and complete communication needed to improve care, reduce errors and save time and money” (p.207).
Best practice for better healthcare communication could therefore include: providing ongoing training to healthcare teams on how to become culturally responsive communicators, having interpreters or interpreter services available and using plain common language with patients and families.
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