I have a management question given by school as an assignment. I would like to hear from your opinions on how you would answer this Case Study as follows:
Management Case Study : Customer Relationship & Staff Development
Mr Y approaches you and expresses that he is unhappy with the attitude of J, a Registered Nurse (RN). This morning, J told Y off when she saw Mr Y flipping through the case file which was placed on his overbed table earlier. He complained that J was rude and curt to him before snatching the case file away from him. Mr Y reasoned that if the case file was so confidential, it should not have been placed on his overbed table in the first place.
On several occasions, he had also observed that J was rude and uncaring towards other older patients in the cubicle. He intended to lodge a complaint on J.
J has recently graduated from the nursing school. She believes that she is hardworking nurse. As she is still learning to be an RN, she appears stressed up at work and often could not complete her work as assigned.
My question on this assignment is - in what areas customer relationship and staff development have to link to this case study.
Any input and references from website or books will be welcome.
Thank you very much.