Count de Money in trying to resolve the issue of the headquarters call center calling patients to demand payment from patients before admitting, Dr. Kutup and Mrs. Mintz should already elevate their case to the Board of…
lligent manner but he may be right that they are just following a script handed to them from their superiors which could range from the Vice-President or even the Board of Directors themselves. To be sure that their issue will be resolved and that the proper authorities knows the effect of the callous script to its patients, the proper deciding authorities should know which is the Board of Directors.
Mr. Count de Money is responding in a very callous manner and therefore made an emotionally unintelligent response to Mrs. Mintz especially when he hung up on Mrs. Mintz, the head of pre-admission when she told him “they were harassing people and patients were complaining”. Mr. Count de Money refuses to see the perspective of other hospitals particularly the pre-admission department that what they are doing causes patients to go irate and most likely to lose patients.
The aspect of ripple effect of emotional contagion apply to this case. Ripple effect states that individual-level attitudes and group processes can positively as well as negatively affect group cooperation and ease or increase conflict (Barsade, 2002).
`The type of team that SSH should form to address this problem is composite. The Vice President of Operations can select the members of team since the call center issue is an operation issue. It should however include and represent various interest of the hospital so that they will be able to see the various perspectives of the issue ranging from the patient’s perspective, doctor perspective, hospital perspective and its effect on the bottom line of the hospital and get a holistic grasp and assessment of the issue.
The top three issues that should be delineated that the team should address in its deliberations (and then submit recommendation to the board for decision) is the effect of the call center script of to the patients when it asked payment before admission. This would include who such script can affect the hospital’s reputation and ...
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