Read the following scenario and respond to it as a risk manager.
Mr. And Mrs. Watros came to the Memorial Hospital for the delivery of their first child. While Mrs. Watros was in labor, the couple had to wait for nearly two hours to get a room. During that time, no hospital nurse attended to her. As the waiting room was full of patients, an exhausted Mrs. Watros sat on the floor. Mr. Watros reported this to a nurse. The nurse responded that it was past her shift, and she could do nothing.
These problems were later reported to a physician. The physician said, “It is just the way things go wrong here sometimes. You just have to get used to it.”
After delivery, the nurse carrying the infant slipped. The baby was unharmed. The explanation given was, “there was disinfectant fluid on the floor, which makes the floor a little slippery.”
On discharge, Mr. and Mrs. Watros decided to sue the hospital. The physician admitted negligence and poor treatment, but did not see a reason to apologize.
Put yourself in the position of all the people involved (as well as the hospital), and describe what could have been done differently.
Include references
Expert Solution Preview
Introduction:
The scenario described involves a case of poor quality of care provided to a patient at a hospital, leading to an adverse event and subsequent legal action. As a risk manager, it is essential to identify potential areas of improvement in the hospital’s policies and procedures to prevent future incidents and protect patients’ health and safety.
Answer:
The Memorial Hospital in this scenario failed to provide adequate care to Mrs. Watros during her labor and delivery, starting from a delay in getting a room to no nurse attending to her during the waiting period. This suggests a breakdown in triage and patient flow management, which should be reviewed to identify bottlenecks and devise solutions to improve patient care access and avoid overcrowding.
Furthermore, the nurse’s response to Mr. Watros’s request for assistance was unacceptable, and the physician’s dismissive attitude towards the problems presented by patients is also a cause for concern. This indicates a negative culture of communication and collaboration among healthcare professionals and should be addressed through training and education programs that promote empathy, respect, and accountability.
Finally, the slip that occurred during discharge highlights a lack of attention to infection control measures in the hospital. They should be reviewed and reinforced to ensure they are regularly followed by staff and minimize any potential harm to patients.
Overall, this case underlines the importance of continuous quality improvement and patient-centered care in hospitals. By identifying and addressing potential weaknesses in policies, procedures, and staff performance, hospitals can minimize errors, improve patient satisfaction, and avoid legal actions.
References:
1. Institute of Medicine (US). Committee on Quality of Health Care in America. (2001). Crossing the quality chasm: A new health system for the 21st century. National Academy Press.
2. World Health Organization. (2010). Patient safety curriculum guide: multiprofessional edition. World Health Organization.
