One of the Patient Relations team comes to see you with a complaint that one of your staff asked a woman to remove her hiqab in a clinic so he could better communicate with her. The husband and wife demand the staff member be fired for cultural insensitivity. How do you respond to their complaint … Continue reading Patient Complaints
One of your employees comes to speak to you concerned about one of the staff. The individual in question frequently calls in sick, their mood seems quite labile and today there is concern that they are intoxicated. What do you need to do immediately to respond to this concern, and how do you ensure the … Continue reading Capacity
As departmental leader, one of the staff comes to you concerned about an unsettling episode. One of your team reportedly went on a “rampage” when the clinic was overbooked, raising their voice and belittling staff. This particular employee is known to have a ‘strong personality’. Should you let this go, take on the problem yourself, … Continue reading Disruptive Behaviour
PRACTICAL ADVICE FOR CLINICAL LEADERS 