How did the response of the nursing leader (myself) influence the conflict?
Week 4 Discussion 1: Leadership – Conflict in the Workplace – Instructions Initial Post In 450–500 words, address the following prompts: • Share an incident in your professional nursing career in which conflict existed. • Objectively present the factors contributing to this conflict. • How did the response of the nursing leader (myself) influence the conflict? Rubric: 1. Provides clear examples supported by course content and references. Cites three or more references (within 5 years) that complement the history of your conflict from an academic standpoint. Use two new scholarly resources that was not provided in the course materials. 2. Well-organized content with a clear and complex purpose statement and content argument. Writing is concise with a logical flow of ideas 3. Correct APA formatting (7th edition) with no errors. The writer correctly identifies the reading audience, as demonstrated by appropriate language (avoids jargon and simplifies complex concepts appropriately). Writing is concise, in the active voice, and avoids awkward transitions and overuse of conjunctions. There are no spelling, punctuation, or word-usage errors. Notes for the writer: 1. A picture of my job — I work as the only Clinical Case Manager in my region for a Medical Insurance company for the LTC division. My workplace is an office, not a medical center (hospital, clinic, etc) I work by coordinating needed services for members at their houses, for example, Home Health Aid (for Personal Care, Homemaking Services, or Companion Care; Skilled Nursing Services, Respiratory / Occupational / Physical / Massage Therapy; Home Delivery Meals; Consumable Medical Supplies (pullups, diapers, under-pads, liners, sealing creams, gloves, masks, etc etc; Durable Medical Equipments (DME – Such, Ventilators, Cough assists, Urinary Catheters, tracheostomy supplies, colostomy supplies, etc etc). The services I provide are based in medical necessities, and require an ongoing follow up and coordination with a multidisciplinary team (physicians for prescriptions, medical providers for therapies, medical equipment providers, and home health aide providers). 2. For this assignment – Real Professional Incident — Describe the situation I once encountered with a new member who was coming from another Medical Insurance Company and was being discharged home after expending more than 5 months at the hospital. This member was in his fifties and his mother was in her eighties. This member was not able to make purposely decisions on his own and his mother had a Power Of Attorney indicating she was the sole responsible for him. In this case, the member was being discharged home as per the mother’s (caregiver’s) request and he needed coordination of lots of services at his house. This member had suffered a traumatic brain injury around 20 years ago, and he was diagnosed with brain damage, paraplegia, an unstageable pressure wound in his coccyx, a patent tracheostomy, and acute exacerbation of behavioral issues. His elderly mother was not able to cover all his needs and needed support to take care of him properly. I encountered conflict at the time I started trying to coordinate this member’s services. He needed Personal Care, Homemaking Services, Respiratory Therapy, Occupational Therapy, Physical Therapy, linkage with a new PCP and a new psychiatrist, and a new revision of his pharmacological treatment. The problem was that he was already known in the community as a very special and high-maintenance type of member; on top, he had a mother that was not prone to follow the rules and was verbally abusive, irritable, and presented psychiatric issues of her own. After more than a week staffing his case with several providers, I had to elevate my concerns to upper management and get Public Relations involved in the matter. The problem was that none of the nearby providers wanted to accept this case because of past experiences or bad referrals. I had to coordinate a meeting via Webex with some managers of the different service providers, my regional manager, the medical director, the plan’ director in the region, and some representative from public relations (PR). During this meeting, I presented the case as it really was (not covering a single detail). I explained the necessity of this member to find professional organizations that can accept working with him and his mother and retain the case. I explained the necessity to display empathy and meet the final goal of all these different organizations, which is to help people in need. I also explained how much income this member would represent to any agency (he needed lots of services), and how much they were losing daily just because of their inability to deal with a ‘difficult’ case. I also stimulated the service providers in this meeting by coordinating further reviews of their contracts with the plan since some of them were missing some of the credentials. I encouraged the PR representative to talk and guide whichever agency to get the case in order to establish a solid alliance with them and not lose them along the way. I also talked with my manager and program director to invite the providers (the one that got the case) to our monthly meeting so they can present themselves to the rest of the case management team and in this way obtain more referrals for clients. Now, this member is in stable condition. All his services are in place and I have been able to prevent gaps in his services through ongoing monitoring, counseling with his caregiver to prevent further conflicts with the providers, and constantly following up with the providers to take into account their points of view. Course Materials: Author: American Psychological Association. (2019) Tittle: Publication manual of the American Psychological Association Author: Huber, D. L. (2018) Tittle: Leadership and nursing care management Author: Northouse, P. G. (2018) Tittle: Introduction to leadership: Concepts and practice