Sick of Complaints? Call the Ombudsman
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Notice bibliographique
Résumé
ImageEmergency medicine professionals can find themselves the targets of unwelcome publicity. People complain about slow response times, rude staff, insensitivity, and scant respect for privacy. Adding anxiety to an already high-stress job, physicians, nurses, emergency medical technicians, and paramedics cope with people who think an ambulance is a form of cheap transport, the lonely who fret about their health and call the emergency service weekly, the intoxicated, and the abusive. Families who threaten to complain to bosses, go to the media, or sue can intimidate professionals. Physicians and allied service providers are vulnerable to criticism from their own staff, which may publicize complaints about harassing colleagues, the workplace environment, or health and safety issues. On top of this, most emergency services struggle under ever-shrinking Medicare and Medicaid budgets. Where to go? What to do? Unhappy employees, just like their patients, want to be heard. In the absence of an organizational complaint-handling system, they might vent to the media or sour workplace morale with constant grumbling. Patient care suffers. Enter the ombudsman. Ombudsmen are found in diverse settings helping employees, customers, or clients. Some are specialized, working only in health care or univversities or for government. Thousands are at work all over North America and in Europe. Some solve problems informally, others investigate in a quasi-legal fashion. Generally, they serve four functions: They receive and handle complaints. Ombudsmen offer an opportunity for the complainant to vent, and are often able to give clients the tools to solve the problem themselves. They educate professionals and employees on codes of conduct and regulatory guidelines. They advise and act as consultants to organizations. In receiving complaints from emergency medicine professionals, the ombudsman may coach the employee in how to approach a manager on her own, or may direct the employee to an appropriate resource within the organization. At the same time, the ombudsman collects anonymous data on patterns of complaints that can help the emergency provider fine-tune training programs. Some emergency service providers may wish to create an ombudsman position exclusively for clients to ensure high levels of satisfaction. This is a customer-friendly move. The ombudsman's purpose is to contribute to the performance of the organization by directly addressing problems that undercut effective and efficient patient care. As part of an organization-wide problem-solving process, the ombudsman helps to ensure that problems do not poison the workplace, making him a visible part of a high-performance psychology. We address problems openly and directly, even very sensitive ones. These become embedded expectations in both the employee and the customer groups. The ombudsman's problem-solving, complaint-handling program also sends a very public message that the emergency service is responsive to workplace and customer complaints. The presence of an ombudsman inspires confidence that the organization can provide responsive, effective, and safe patient care. Comments about this article? Write to EMN at[email protected].Dr. Ziegenfuss: is a management professor at Pennsylvania State University, an advisor to public and private organizations, and the author of 13 books and more than 150 articles. Dr. O'Rourke was an ombudsman at a McGill University hospital for 30 years, and now teaches at Concordia University in Montreal, Quebec. Together they wrote The Ombudsman Handbook: Organizing and Administering an Effective Problem-Solving Program (McFarland and Co., 2011).Only Online Ed Leap's Blog on EM-News.com You know his candid and touching columns from Emergency Medicine News, and now Dr. Edwin Leap's blog is available on EM-News.com. Whether you're interested in Dr. Leap's thoughts on emergency medicine and the stimulus bill or his reaction to a consultant who refused to help his patient, it's all in his online journal, now on EMN's home page.
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Scores Codex et Gemma par catégorie
| Catégorie | Codex | Gemma |
|---|---|---|
| Métarecherche | 0,002 | 0,003 |
| Méta-épidémiologie (sens strict) | 0,000 | 0,000 |
| Méta-épidémiologie (sens large) | 0,000 | 0,000 |
| Bibliométrie | 0,000 | 0,000 |
| Études des sciences et des technologies | 0,000 | 0,000 |
| Communication savante | 0,000 | 0,000 |
| Science ouverte | 0,000 | 0,000 |
| Intégrité de la recherche | 0,000 | 0,001 |
| Charge utile insuffisante (le modèle a refusé de juger) | 0,122 | 0,001 |
Scores machine (provisoires)
Les deux têtes enseignantes du modèle étudiant, lues sur ce travail. Un score ordonne la base pour la relecture; il n'affirme jamais une catégorie, et le statut de validation accompagne chaque rangée tel quel.
Scores de référence d'un modèle non mature (critères de maturité non atteints, 7 itérations). Un score ordonne; il n'affirme jamais une catégorie.
score_only:v0-immature-baseline · tel quel depuis la passe de notation : score_only signifie que le nombre peut ordonner les travaux, et qu'aucune étiquette de catégorie n'en découle