PATIENT COMPLAINT BASKET TEST The administrator of a clinic has received the following series of patient complaints: The parents of a patient alleged that the physician rudely rushed off their daughter’s symptoms; shortly thereafter, the daughter was diagnosed elsewhere with a malignant brain tumor A patient complained that the physician refused to provide a letter to her employer stating she needed more time off from work, and she threatened to sue if the letter was not forthcoming A patient complained that his bill was too high, that the physician had misinformed him about one of his test results, and that […]
1. SABATOGE- In a very successful, 120-physician group practice, all patient appointments for return visits are handled by the office assistant in each physician’s office. The office assistant also is responsible for coordinating patient visits with other consultants in the group and for all laboratory, radiology, and special test requisitions. Six months ago a computerized system was installed to provide centralized scheduling. The office assistant no longer has to make telephone calls to coordinate the schedule because the schedule of the physician needed or the test ordered can be called up on the computer screen. Members of the department of […]
2. A CASE OF PATIENT SENSITIVITY- Joe Jinx, a clinic administrator, received a telephone call at 9:15am from the irate husband of a patient. Mr. Knox, the caller, expressed great displeasure with the fact that his wife, Henrietta, who had come to the clinic for a scheduled first-time diagnostic workup, was sitting in the outer lobby cooling her heels because she didn’t have her check book and was unprepared to make the $250 deposit being requested by a credit clerk. Mr. Knox attested that he is wealthy and for this reason does not carry health insurance. He and his wife […]
In 250 words think of a situation in which an health service organization/ health service receives bad press. How might health service organzation/ health service respond along the reactive-proactive contium? How should it respond to stakeholders?