Managing Health Care Professionals

Case Study: Managing Health Care Professionals

Sharon B. Buchbinder and Dale Buchbinder

You can pick one of these with an extended response or each of the six cases with a brief description of how you might resolve the issue with a clear identification of the major area of concern.

  1. You are a new administrator at Jonestown Medical Center. You receive a

telephone call from the nurse manager of the emergency room. Dr. Smith,

An emergency room physician who is an employee of your hospital, has just

reported for duty. The nurse manager suspects that Dr. Smith is intoxicated.

What do you do?

  1. You are the CEO of Sleepy Hollow Retirement Community and Nursing

Center. A resident’s family has come to you to complain that their loved one,

who is on pain medication, is in intolerable pain. Her medications appear not

to be working anymore. One of the family members states, “My 90-year-old

mother saw the nurse put the pain medicine in her pocket.” What do you do?

  1. You are the practice manager of Docs R Us, Ltd., a large multispecialty

medical practice employing more than 100 physicians. You are conducting

a random review of billing for doctors in the practice and you discover that one

of the internists in your group who treats mostly Medicare recipients has

been checking off the wrong code for her procedures on the billing form.

The procedures on the patient record do not match the billing form codes.

You pull up her files for the past three months and find a pattern of upcoding.

When you meet with her to review this miscoding, she becomes very

defensive and angry. What do you do? How could you have prepared better

for the meeting with the physician?

  1. You are the assistant director of the hospital medical staff office at the Rural

Outreach Community Hospital in a tiny town in Arkansas. It is your job to

verify physician credentials for staff privileges. Your hospital receives an

application from a physician for staff privileges. On his application, it states

that he graduated from medical school in El Salvador. When you call to

verify this, you are told that the medical school burned down two years ago

, and all the records were destroyed. What do you do?

  1. You are a new administrator at a hospital well known for pulmonary

medicine. The physicians in the ICU, the ER, and the department of

pulmonary medicine have demanded to meet with you about the shortage of

respiratory therapists. You stall them for 48 hours so you can gather data.

What types of information will you need to collect to have an intelligent?

conversation with this powerful group of physicians?

  1. Dr. White ordered an unusual dose of a medication. May Patterson, RN,

635 sees the order and believes it to be the wrong dose. She calls Dr. White, who

insists that she give the medication—as written. Nurse Patterson calls you,

the administrator on call for the weekend, to resolve this crisis. What do you


Mini-Case Studies for Chapter 11 p. 529-530

Buchbinder, S. B., & Shanks, N. H. (Eds.). (2017). Introduction to Health Care Management. Retrieved from

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