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THE CASE OF THE DISHONEST EMPLOYEE
The Case of the Dishonest Employee: Case 87
Capella University NHS 5004 Collaboration, Communication, and Case Analysis for Master’s Learners
September 8, 2019
Dr. Christine Bailey
Latisha Fowler
THE CASE OF THE DISHONEST EMPLOYEE
Quality health care is the extent whereas in health care services provided to an individual to improve desired health outcome and conditions however quality health care practices in the United States has declined and become extremely complicated, forming a breeding place for greed, dishonesty, and misconduct. The word quality is means the standard of something as measured against other things of a similar kind and in this case it would be more defined as the surrounding of any form of professional or academic misconduct, this would include but not limited to fraud, deceit, cheating, abuse of authority, cause conflicts of interest, plagiarism, alteration of any form of medical records and documents, forgery, false representation, and knowingly assisting another person in dishonest acts.
In case study 87: The Case of the Dishonest Employee, it involved Dr. Jonas and a med tech /secretary name Ms. Smith. A patient was seen vitals were taken but inaccurate information
was documented in the chart. When Dr. Jonas examined the patient there was conflicting information as to what he examined than what was written causing concern. Once Dr. Jonas completed a thorough checkup, he addressed the data that was entered and that the patient confirmed that a complete assessment was not done on both arms, when he confronted Ms. Smith she nonchalantly dismissed it as she was busy and that the pressure she took was accurate
and with that response Dr. Jonas took that as admitting to falsifying the data without any verbal confirmation.
There is numerous article on dishonesty and misconduct within healthcare practices as there are equally the same amount regarding the challenges that stress on the healthcare providers have on the quality of care being delivered to patients.
Medical dishonesty is starting to become a problem within the healthcare system , it is depreciating, devaluing and undermining
THE CASE OF THE DISHONEST EMPLOYEE
the core values of integrity. In the case, 87 the incorrect vital data being entered on the patients could have led to the patient receiving an unnecessary unsuccessful access procedure in the left arm which would have affected the patient severely causing STEAL is a symptom
complex
that occurs
whenever there is extensive
connections
between
two vascular
beds,
and
the
arterial supply
to one
of the
beds
is constricted or blocked,
resulting
in rerouting
of blood
to the
other vascular
bed.
Dr. Jonas properly accessed the patient, when he became alarmed, he decided to communicate with the patient verbally asking what assessments she had prior to him doing his exam without causing raising any red flags to the patient. Dr. Jonas brought his concerns to Ms. Smith however but not effectively, Dr. Jonas never asked Ms. Smith he told her his assessments and that the patient told him that the pressure was not taken on the right arm. When confronted and being told followed with an accusation one can see why Ms. Smith was combative and dismissive by stating that the pressures were never different and excused herself stating that she is busy. Dr. Jonas never asked Ms. Smith any question and Dr. Jonas then came to his own conclusion that she had falsified the documents without her confirming anything at this point, however now Ms. Smith is disturbed by such assumptions and accusations.
Effective communication and effective listening should have been applied to this scenario; effective communication is well selected words with non-verbal behaviors. Communication is the building block of a relationship, despite how long or short, words chosen are the starting point of respect, in effective communication if the respect boundary is not received or reciprocated, then it becomes non effective. Context makes up majority of effective communication, depending on the context of the conversation and how it is being communicated it would reflect if the message is being understood and received.
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THE CASE OF THE DISHONEST EMPLOYEE
There if Dr. Jonas would have effectively communicated, his concern about the data that Ms. Smith entered, and expressed the hypothetical results and outcomes of an error maybe she would have admitted to entering the incorrect data or expressed that the error was made due to being overwhelmed and may have missed a step in her assessments and in return Dr. Jonas responding with empathy the combativeness may have diminished . It is reported that many healthcare providers and workers and the service of care they provide quality is truly affected and impaired by job stress. Ms. Smith also could have applied effective listening by understanding the concerns that Dr. Jonas was expressing about what an error of that nature would have caused. An error of this
nature could have resulted in the patient having an unnecessary procedure, depending on the nature of the outcome of the procedure it could’ve resulted in a malpractice suite even the termination of employment due to dishonesty, misconduct, and fraud due to reporting inaccurate patient data. The Scholar Practitioner Model is an ideal of professional excellence grounded in theory and research, informed by experiential knowledge, and motivated by personal values, political commitments, and ethical conduct (McClintock 2004). It could be used here by u
nderstanding the frustration of both providers Dr. Jonas feeling as the doctor he was given inaccurate information however not taking in consideration it may have been by mistake but then totally being dismissed once he expressed his concerns and Ms. Smith for not understanding the importance of accurate vital a doctor need to properly treat the patient and provide optimal health
care and services. Dr. Jonas could have requested a meeting with Ms. Smith later that day or the next day in order to get proper understanding of what occurred as well as come up with a game plan to ensure that if in fact it was an error and how to prevent it in the future. If Ms. Smith
THE CASE OF THE DISHONEST EMPLOYEE
confirmed that she indeed reported inaccurate data intentionally, then at that moment Dr. Jonas can explain to her that he must report this to his superiors as he would be deemed equally as guilty if he knowingly and willingly knew of the dishonest misconduct. At this meeting, both parties could then effectively communicate how the personally felt, Dr. Jonas feeling dismissed and Ms. Smith feeling confronted with accusations and assumptions. The theories of effective communication as well as all the aspects of what makes up quality health care all should be used to develop an effective working system between leaders, providers, and staff there should be shift meetings conducted to explain the expectations discuss procedures and level of care for each patients also there should be an appointed liaison who will intervene in cases such as this so that the conflict can be resolved effectively and efficiently. Implementing services for overwhelmed or stressed providers and workers would be a great resource, acknowledging that the field is stressful and can be quite overwhelming but having a solution to alleviate some of the stress would be very effective in reducing error occurrence. In order to provide quality healthcare, it must be delivered with minimum risk including avoiding preventable injuries and to reduce medical errors. Services should be provided effectively with scientific knowledge, medical expertise and knowledge-based guidelines. Efficient and timely services should be provided with minimum wait time, reducing the delays in
if services are going to be provided. Quality over quantity is key delivering healthcare does not equate to delivering quality healthcare and does not differ in character, gender, race, ethnicity or socioeconomic status. Lastly, customer service is key, if it in a person centered attitude all the other steps will come naturally.
In conclusion, any form of dishonesty and misconduct is unacceptable, especially in the health care system. Dishonesty violates all codes of conducts and in healthcare doctors and
THE CASE OF THE DISHONEST EMPLOYEE
nurses take oaths to save lives and treat patients to the optimum best of their abilities and staff are to ensure that all of the pertinent information is need to ensure that this is possible. Report is a dynamic process and major in conflict prevention and resolution, communication is not limited to just verbal it is also written. Effective communication in the health care is imperative information should be clear and concise verbal or written acknowledgement that the information was received and understood can save frequency and energy it can also save lives. How you can communicate can positively or negatively affect a relationship.
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THE CASE OF THE DISHONEST EMPLOYEE
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