Riverbend Orthopedics is a busy group practice with expanded services for orthopedic care. It has seven physicians and a podiatrist, plus about 70 other employees. At its big, new clinic building, Riverbend provides extensive orthopedic care. Several technicians provide diagnostic medical imaging, from basic X-rays to magnetic resonance images.

The physicians perform surgery in their own outpatient surgery center with Riverbend’s own operating nurses and technicians. Therapy is provided by three physical therapists and one part-time contracted occupational therapist. In addition to staff providing actual patient care, the clinic has staff for financial management, medical records, human resources, information systems/technology, building maintenance, and other administrative matters. Occasional marketing work is done by an advertising company.

Legal work is outsourced to a law firm. Riverbend is managed by a new president, Ms.

Garcia. She and Riverbend have set a goal of achieving “Excellent” ratings for patient experience from at least 90 percent of Riverbend’s patients this year. Dr. Chen told Ms. Garcia he feels that some employees do not have enough cultural competence. He gave specific examples pertaining to himself and some of his patients.

One patient is upset about perceived lack of respect by Riverbend staff for her Chinese culture. Dr. Chen asked Ms. Garcia to talk with his patient, which she agreed to do.

Mini Case Study Questions MCQ1. Using information from this chapter about professionalism, EI, cultural competency, and communication, describe what Ms. Garcia should do when talking with Dr. Chen’s patient.

MCQ2. Explain how Ms. Garcia could use professionalism, EI, cultural competency, and the communication model when managing Riverbend’s efforts to achieve its patient experience goal.