1. Review of Case Study 2
Case Study Number 2
Liz Slavicek
Arizona State University HCD 594

2. CASE STUDY 2
Abstract
This is a review of the final case study of “Taking a pulse safely”. I will review these questions
listed below.
1. Should the nurse bring forth her experiences to the Pulse Team?
2. Is there a better way to approach the issue with the physician than through the Pulse
Team?
3. How does timing and environment influence communication and its effectiveness?
4. What are the consequences if an employee doesn't feel safe or protected when bringing
forth a sensitive issue?
5. How might culture be affected? What are the patient safety implications?

3. CASE STUDY 2
Case Study Number 2
In this large hospital system with 5,000 employee’s affective communication needed to
be accomplished. To achieve this goal they created Pulse Teams through research, time, and
resources. The Pulse Team was created to encouraging two-way communication between team
members and the larger departments with which those members were affiliated (Adrienne R.
White 2015). The success of the Pulse Team was going to depend on the communicating
through feedback even if it was positive or negative.
Communication
Medical facilities are committed to provide top notch care to the patient, from large
hospital systems to private practices. In the recent years we developed 6 aims in the quality of
care: safety, equitable, evidence based, timely, efficient, and patient centered (Prakash 2010).
Our investment in health care is not commensurate with outcomes. The goal is to improve the
performance of the patient outcomes and satisfaction at the micro level and organizational level
by focusing on how. The goal by focusing on how to improve the health care system, was met
by the Pulse Team. In healthcare our primary concentration is being patient centered, which is
one of the 6 aims in health care. This cannot be completed without communication. Proper
communication is being able to interpret, understand, and utilizing what is communicated
through verbal and nonverbal communication. In health care the patient’s perceptions of the
quality they receive are dependent of the interactions with the health care members surrounding
them. Through communication we have the team member satisfaction in which impacts patient
safety by influences the quality of working relationships and job satisfaction. When job
satisfaction is met by proper communication, there are fewer nurse turnovers and the providers
build a positive rapport with patients. These turnovers are consequences, when an employee

4. CASE STUDY 2
doesn’t feel safe or protected. This is avoided when positive communication is established. The
culture of the hospital will slowly decline, creating an atmosphere that is toxic. That toxic
environment will lead to medical malpractice suites. 71% of the malpractice claims were
initiated as a result of a physician-patient relationship problem, that is impacted by poor or
negative communication (Communication). Patient’s become second in nature and 30% of one
O.R.’s communication, resulted in negative in effects that jeopardized patient safety (L Lingard
2015).
Pulse Team
The hospital system (Pulse Study’s) goals is to lead the change in their health care
system. The top priority is to help impact, one of the most important component of health care,
the patient. In the Pulse Team Study, we have a negative communication issue between one
physician and the medical staff. This physician had always pointed out negative minor issues that
did not impact the overall quality of patient care but how this physician acted, he created tension
and negativity with in the staff. Those staff members that interacting with him on a daily basis,
were reluctant to approach him even regarding patient concerns. Nancy, as the head nurse would
have approach the issue, if she wants to protect the patients. The Pulse Team was a perfect place
to start because Nancy is able to bring her own personal experiences to the table and they can
discuss a way to approach the negative communication that was being down by the physician.
The situation could have been brought up years ago, when the provider first started his negative
demeanor on a one-on-one situation. Since the negative communication and teamwork went on
for years the Pulse Team is a great place to resolve the issue at hand. Effectiveness of timing is
how this issue could the issue could have been handled at the start. Timing is also important
when approaching the employee at hand. As the team we do not want approach the provider

5. CASE STUDY 2
during a stressful situation, when the employee is on a psychological edge. When the
psychological edge is broken the employee may become defensive and not listen to the issue at
hand creating a stressful situation which affects the culture of the hospital. The Pulse Team was
created to open up communication good or bad. The members of the team, were told that honest
feedback was essential to the success, and change would only occur if real experiences were
shared, discussed and solutions determined. This physician who has been difficult to work with,
may not like being approached through the team due to the timing. He may feel the other team
members are personally gaining up on him, but in reality a true leader would be able to take the
constructive criticism. To be a true leader he must rise above the criticism and this will gain the
respect of the health team members of the hospital.
Conclusion
Forbes Magazine states it perfectly “Leaders get paid to make the difficult decisions”
(Llopis 2015). The mental toughness, should be a key part of the physician’s make-up having to
save and improve lives every day, hour, and minute. To be a true leader in the field our patient
always comes first. When you do not have the foundations of communication, professionalism,
teamwork, and trust that foundation will fall apart and the patients will suffer. Personally, I do
not want to be part of the 30% of the one O.R.’s negative communication results. Think about it,
a third of the improper or negative communication jeopardized patient safety (L Lingard 2015).
Do you?

6. CASE STUDY 2
References
Adrienne R. White, M. S. (2015). "Case Study 2."
Communication, I. f. H. C. "Impact of Communication in Healthcare."
L Lingard, S. E., S Whyte, G Regehr, G R Baker, R Reznick, J Bohnen, B Orser, D Doran, E
Grober (2015). "Communication failures in the operating room: an observational classification of
recurrent types and effects." Qual Saf Health Care 13.
Llopis, G. (2015). "4 Constructive Ways Leaders Can Handle Criticism." Forbes/Leadership.
Prakash, B. (2010). "Patient Satisfaction." Journal of Cutaneous and Aesthetic Surgery 3(3)(2010
Sep-Dec): 151-155.
(2015). "Week 2: Leadership: Increasing Value for the Patient ". Retrieved November 18, 2015,
from
https://myasucourses.asu.edu/webapps/portal/frameset.jsp?tab_tab_group_id=_2_1&url=%2Fwe
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