Case Study

A supervisory position in healthcare has become a difficult and demanding job. Trying to understand the Patient Protection and Affordable Care Act (ACA) and not seeing many employers providing education and incentives for their employees to improve their health has created stress and conflict for many healthcare professionals. Most healthcare professionals know that people need to exercise, eat right, stop smoking, and adopt proactive preventive behaviors to become healthier, happier, and do better work. Employers should find a way to reward their good health behaviors. Some hospitals have made significant reductions in staff and many healthcare professionals have been expected to do more with less. Alas, these are challenging times for the healthcare field.

During Monday's morning management meeting, it was reported that a survey found 53 percent of Community Medical Center (CMC) nurse "had high levels of stress, feelings of extreme fatigue and felt they had no control in providing quality healthcare." A group of managers were chosen to work with the human resources (HR) department and a consulting group to develop an action plan. Management brainstormed the following short run strategies": (1) assign reasonable work hours, (2) allow nurses to have a full 30-minute break and several 15-minute break during the day, (3) configure realistic assignment of tasks, and (4) create a management culture that would support the nurses' activities.

The CEO said, "we want to ensure that our patients receive the best care in a safe environment and we want to ensure that the nurses can be the best they can be!" As the management team walked out of the door, they agreed to provider all employees with ample feedback and find ways to recognize their contributions.

Charlotte Kelly was the emergency room (ER) supervisor and had a diverse group of employees who were operational 24/7. Like many supervisors, Charlotte believed that "when employees came to work, they should leave their personal problems at home. Some employees need to work to understand the consequences of the way they act and the adverse effect their words and actions may have on coworkers and patient care. I have tried to accentuate the positive, but I often have challenges dealing with adversity".

Near the end of one week, things went from bad to worse. Marty Johnson, an eight -year ER veteran posted some comments on Facebook. "I am drowning in the emergency room at CMC. I HATE THEIR GUTS! My supervisor Charlotte, the doctors, other nurses and techs are devils from hell!"

One of Marty's Facebook friends, a hospital employee contacted the HR department and noted her concerns about the impropriety of the postings. Bob Renty, executive VP for administration and the HR department, interviewed the friend who at first stated that she was the author of the comments. The friend was not a CMC employee and after being warned that she might be charged with perjury, she admitted that Marty had told her to take responsibility for the postings because he was afraid that he might lose his job.

In a meeting with Charlotte, Renty, and Holbrook, Marty said he was merely venting his frustrations after several long and hard days at work. He said he had deleted the post and the comments had been directed for his online friends only, not for hospital patients or fellow workers. He did not intent for his comments to become public or be viewed by the public at large.

Management told Marty they would get back with him later in the day. Renty and Holbrook asked Charlotte to make a recommendation on what to do about Marty's actions. As Charlotte pondered what to do, she looked at CMC's Cultural Belief Statement on her wall, "people mater! Value people the way I want to be valued, holding myself and others accountable!"

Charlotte thought about what recommendations she should make.

Write the case Analysis report and do not forget to answer these questions while in the analysis:

1. What are the main issues or problems in the case?
2. Prioritize the issues or problems?
3. Is it necessary to identify the cause of the problem?
4. What are the root causes of the problems?
5. Brainstorm the options available
6. Evaluate the options available, highlight advantage and disadvantages of each option?
7. Select the best optimum solution
8. Describe how the solution should be implemented
9. Follow up and celebration