Respond to the following three discussion questions based on Case Study 4.2 in chapter 4 of Organizational Behavior in Healthcare:

What was the beginning of the problem?

What should Jenny have done?

Finally, using the elements of effective communication, discuss what Dr. Ryan and Barbara Lakes should do now.

What Should We Do Now Jenny Taylor, Receptionist at Caring Physicians Clinic, was responsible for calling patients to remind them of their appointments. Dr. Ann Ryan, Medical Director of the Clinic, found Jenny to be hardworking and pleasant to the patients.

One morning, Dr. Ryan arrived and found Jenny crying in the supply room. When she questioned Jenny, Jenny sobbed that for the past three months she had forgotten to order supplies. Jenny had been borrowing supplies from the pediatrics office next door.

Now, they were unwilling to lend her more. Jenny confessed that she had called once to the supply center and faxed a list of supplies over, but had not followed through.

This morning, Jenny called the supply center again and found out that they were out of business. Jenny told her immediate supervisor,Barbara Lakes, Patient Care Coordinator for the Clinic. Lakes fired Jenny for income-tence. In the meantime, patients were waiting and there were no clean sheets, gloves, or gowns.

Discussion Questions

1. What was the beginning of the problem?

2. What should Jenny have done?

3. Using the elements of effective communication, discuss what Dr. Ryan and Barbara Lakes should do now.