Scenario Description
In the given scenario, a patient named Mary complained about Sam (a fellow nurse) being rude and abrupt to her in the hallway. As a nurse manager, it is one’s job to address the issue and achieve a result that satisfies all parties involved. The decision-making dependency (DMD) model is the preferred framework to solve this matter.
Defining the Problem and Its Urgency
First, it is necessary to define the problem and its urgency. The issue here is Sam’s alleged rudeness towards Mary. Although it is improper behavior, it is not an urgent health-related emergency.
Establishing Desirable Criteria for Success
The desirable criteria are to leave the patient satisfied, ensure the event does not transpire again, and ensure that the nurse is treated fairly. It is possible that a misunderstanding on either part caused the entire situation.
Exploring Alternative Solutions and Desired Outcomes
There are several potential approaches to the situation. The first choice is to focus on the nurse, using disciplinary actions. The second choice is to focus on the patient and enable them to solve conflicts between themselves and the hospital. The third choice is to involve both parties, with the nurse manager acting as a mediator. Each of these approaches has positive and negative sides.
Identifying the Best Choice and Assessing Impact
Talking to Sam and focusing on them as the sole source of the issue may make them defensive. Focusing on the patient, on the other hand, may cause the patient to feel blamed. Having the nurse and the patient discuss the situation a day or two after, with the nurse manager acting as a mediator, is the best possible solution, as it does not rob any parties of their agency.
Developing and Implementing an Action Plan
The action plan for the situation will have three steps. First, there will be 1 to 2 days, during which no actions will be taken. After that, Sam will be invited to approach the patient, accompanied by the nurse manager. Each side would be then asked to tell their side of the story. Chances are that passions would have been alleviated and that both parties hold no hard feelings towards one another. Once a coherent story is established, the nurse manager can work with Sam and Mary to overcome the conflict and establish resilience mechanisms for the future.