Consider a situation where you have received a complaint from Patient A that one of your receptionists has shared information related to Patient A's medical history with Patient B of your practice.

Patient A is feeling disgusting and feels that it is a breach of privacy information from the Practice's end. You have done your investigation and found out about the reception team member who did this.

Explain how you will resolve this conflict constructively between the patient and the practice

Whom you should involve in management of this conflict issue

Explain the process of counselling for managing the receptionist behaviour and describe how will manage the receptionist poor performance within the organisation's processes.

Make sure you are encouraging the team members to follow examples set according to organisation's policies and procedures