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
The head of the intensive care unit comes to see you as head of your department, concerned that one of your staff has a high treatment complication rate. They want you to immediately restrict the staff’s privileges. How do you ensure that the criticisms are correct and what is the appropriate response to the allegations? … Continue reading Competency
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 