Homework Question

I'm currently working on my BSN. One of my finals requires me to make a power point, regarding how I would handle a challenge as a leader/supervisor/manager/charge nurse.

The challenge is an ED attempting to increase customer service. Multiple, frequent, irrelevant calls come in daily that staff are required to answer, including such nonsense as inquiring about the costs of ER services and questions about pet care. A nurse answers the phone, and a lady is asking about an infected sore on her cat's back. The nurse gave the lady a phone number for a 24 hour animal clinic. The woman becomes irate, cussing and yelling at her so loudly that other staff could hear her tirade. The nurse used her customer service skills to assertively end the convo. The lady called administration and filed a complaint, saying the nurse cursed at her and called her names and refused to help. The VP demanded the nurse's director fire her to placate the CEO, the director refuses due to the accounts of witnesses of the phone call who back the nurse. They then say they will fire her if she doesn't call and apologize to cat lady. (This is a real situation that actually happened, In my text book)

How do I handle this as a charge/supervisor/director/ manager??

The issues I must address in the PP are:

What resources will you utilize?

How do you solve the issue?

Is your plan cost effective for the facility?

How much time will it take? What areas are affected and for how long?

Offer a variety of views, with various concepts.

My brain might explode.

THANK YOU ALL in advance!

If you find some sucker to do your homework for you, let me know! Maybe I'll go back for my BSN, too.

I mean, that's the point of research and learning? Just take it apart- step by step. If you're starting on this early, then you should have plenty of time to do research and ask questions. Good luck!

We'd be happy to comment on your work- but not to do the work for you.

Time to start looking for a better place to work! If the management has zero interest in standing by the staff, not a place i want to work. Time to unionize maybe?

Wow, this is difficult to believe that a VP would want a nurse fired over this!

But like the others, I will chime in, if you post what you think is the right approach.

My 2 cents though, please don't tell people in distress over costs or an ill pet that their call is nonsense, that ain't gonna make anybody happy.

If you were as descriptive in your potential work as you were in your question, I'd help you. It sounds interesting.

I've seen many posters come on here for assignment "help," but this one is pretty over the top. C'mon, OP ...

It is assignments like these that have made completing a BSN a lifelong career journey for me (I am so dreading an assignment like this one). Good luck OP with the crazy catwoman assignment. It is insane that we have taken healthcare to this nutty of a customer satisfaction approach...yeah, I see a new course being added to the degree requirements now...first aide and emergency care for Fido and Fluffy.

Oh, pick me! (Sorry this isn't gonna help with your project) -

1) Go to Staples, purchase "EASY" button

2) "Let me transfer your call"

3) Transfer call to CEO

4) Hit "Easy" button

Here's how I would handle it:

1. Get Patient Satisfaction involved

2. Have them call the crazy cat lady and tell her where she can shove her complaint

3. Fire VP.

Rinse and repeat. Yay customer service!