Leadership and mangement Essay Example | Topics and Well Written Essays - 1000 words

Leadership and mangement - Essay ExampleSince the concept of patient-centered care is progressively emphasized in todays healthcare environment, responding to patient feedback, grievances, and complaints are very important. Under this patient care model, patients have the right to file complaints and grievances if they are not satisfied with the health services stock (Kaplan, 2014). Healthcare organizations are legally obliged to comply with federal regulations and enounce Commission standards while transaction with patient grievances and complaints (Dearmon, n.d.). This is inevitable for nurses to promote patient safety and to reduce their liability risk. for the most part, patient grievances may be about unmet care expectations, offensive staff behavior, immediate discharges, compromising of confidentiality, treatment without informed consent, or whatsoever other unethical healthcare practice (ECRI Institute, 2010). According to Duxbury and Wittington (2005), addressing grieva nces involves difficult tasks as patients grievances can be different. An raw nurse cannot easily handle the situation as there may not be a particular procedure for dealing with each type of patient grievances. As Devers, Pham and Liu point out (2004), purge experienced nursing staff are not completely informed of the regulations and standards set by Centers for Medicare and Medicaid Services, the Joint Commission, and other government entities. Hence they become confused when they are required to handle situations of patient grievances. Generally patients may not be familiar with the grievance edge, and therefore it is the duty of the nursing staff to answer clients to file their grievances. According to ODaniel and Rosenstein (2008), good communication is the key to the effective execution of the grievance process because proper communication will avoid misunderstanding, and hence will