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Health care managers are often responsible for managing multidisciplinary teams consisting of doctors, nurses, managers, administrative staff, etc. The majority of patient registration staff at the Pediatric Community Care Center is predominately minority (African-American, Hispanic-American, and Asian-American). The majority of the medical staff (nurses, doctors, therapists, etc.) is predominately Caucasian. You have observed minor conflicts within the patient registration team and between the medical and patient registration teams. You suspect that some of the problems stem from a lack of cultural competency. At the same time, there have been conflicts between the nurses and doctors regarding direct patient care issues. In some cases, doctors have accused nurses of overstepping their boundaries and interfering with patient care inappropriately.
You recognize the importance of taking action to address these different issues. However, you do not want to overreact and cause unnecessary tension with the staff. Develop an action plan that you can present to your vice president that explains the situation and includes recommendations that will do the following:
- Improve relations within the patient registration team and between the patient registration team and the medical staff
- Reduce conflict between nurses and doctors
- Ensure that patient safety and quality of care is not negatively impacted by team conflicts within the organization