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You are a hospital administrator in a 200 bed community hospital. The Chief Nursing Officer (CNO) assigned you to manage a team of nurses in the Labor and Delivery Department. The morale in this department is the lowest of any department within the hospital and employee turnover is increasing. You met with each Labor and Delivery team member and found that a nurse (Mary) has been very disruptive to the team. Employees have consistently described Mary as insulting, belligerent, and undermining. You have observed that Mary’s behavior is highly disruptive. Mary has been with the hospital for over 14 years and she has won many patient care awards. Mary’s patient satisfaction scores are the highest of any nurse within the Department. Mary is also the wife of Dr. Johnson. Dr. Johnson is one of the most powerful and respected physicians in the hospital and produces the highest hospital revenue.
Analysis Assignment:
Within your first Post address the following. (2 Points)
In your role as the hospital administrator over the Labor and Delivery Department, what would you do?
How would managers approach this situation differently than leaders?
Think of a time where you experienced a person that was difficult and disruptive. What did you do? Considering your reading and video assignment, how would you approach your experience differently?
Expert Answer
In your role as the hospital administrator over the Labor and Delivery Department, what would you do?
The best way to approach is to keep all the top officials informed and ask the HR to have a one to one session explaining the instances and the problem it is creating. She has been associated for 14 years so she would take it as an insult, so the approach is:
- First inform that she is the best
- Her work is exemplery for others
- Then ask her of what happened on those counts
- Say that she is seen as a leader and she is being considered for other higher roles
- Her behavior might come in way and no body wants to demotivate her.
- Give her a warning and say she is the best and the best is expected of her. Give Leadership example and inform that she is expected to lead all of them to glory.
How would managers approach this situation differently than leaders?
Managers typically send warning and treat every one the same.
They can act in two ways:
- See the bigger picture and lightly ask her to change behavior without doing any official intervention. As they wat results.
- The other set will directly follow the protocol and give her severe warning and might directly take her to a different ward.
Think of a time where you experienced a person that was difficult and disruptive. What did you do?
While working with my previous company, there was a person in the admin to whom all had to raise their reimbursements, he was doing his work well. But the way he behaved whie making fun of others was demotivating. If someone has travelled on own expense and wants to reimburse a small amount he would redicule openly of the small amount one is raising. This demotivated people to approach for reimbursements if the amount was small, but slowly people did not take up small activities, as they thought the company is discouraging any reimbursements. It impacted business. Everybody said th same thing when a review was conducted.
Company took notice of it and changed the policy that the claim can be done within 90 days instead of usual 30 days. This just sidelined the issue but the real problem was not addressed, in such a scenario as well people went hesitantly as they knew there would be delays.
So, here the company knew the issue but they tried to not to punish a bad behavior or gave a warning (as the same behavior continued) and chnaged the rule that made the situation better but did not address the actual issue. It was just management of problem, not solving it.
