Assignment #4: Verbal/Written Warning & Employee PI Plan (Chapter 15)

You are a healthcare manager in a hospital setting. You have received three reports of a surgeon who
has lost his temper and yelled, insulted, and cursed at hospital employees in front of patients and family
members. You are to intervene, following the protocol below. Use the attached supervisors guide for
ideas as you complete the assignment.

Part I of Assignment: Prepare a script of your verbal warning you will give the surgeon. Speak in the first
person and put the verbal warning in quotation marks.
I would book a meeting with the surgeon first thing in the morning. I would find an appropriate place for
us to talk, probably his office so the surgeon would be more comfortable. I probably wouldnt sit down
to show I meant business and wasnt going to be intimidated. Heres how the conversation would go:
Me: Thank you for agreeing to see me on such short notice. I had heard there was an incident
on the floor yesterday. What happened?
Surgeon: Well I just had a fit of anger. The nurses havent been following proper procedure and
the floor manager wont do anything about it.
Me: I appreciate your concern, but exploding in front of our patients and their families is not the
way to provide a safe healing environment. Its important that in the future you will not do this
again.
Surgeon: Yeah but I do my job. These nurses dont do anything right.
Me: In the future, if you believe someone isnt following protocol, please let me know. I will look
into your concerns. Since this is your first offense, I will leave you with a verbal warning. You
must understand that if something like this happens again, you will be issued a written warning
which will go into your file.
Surgeon: Fine
Me: How do you suggest we settle this dispute?
Surgeon: I just want them to do their job. Thats all.
Me: I will be speaking with the nurse manager and the nurses on staff that day. We are going to
discuss implementing 3 month performance evaluations for all hospital employees. Hopefully
this will help us improve our working conditions. Can you assure me that something like this
wont happen again?
Surgeon: I guess so.

Part II of Assignment: Assume the surgeon has no regard for your verbal warning and another, similar
incident has occurred.
A. Prepare a written warning below.
November 24, 2014
Dear Dr. Surgeon:
On November 11th, 2014, you were counseled concerning your altercation with your nurses the
10th. You have been reported four more times by staff for unprofessional behavior in front of
patients and have been reported twice from patients families for hostile healing environments.
You are expected to conduct yourself in a calm professional manner. It is hospital policy to
maintain a friendly, welcoming manner while administering care.
If you are having issues with the nursing staff, you must report it to the Human Resources
department or the nurse manager. Further outbursts and continued patient dissatisfaction will
result in further disciplinary action which could include termination. A copy of this letter will be
placed in your official personnel file.
B. Also prepare a performance improvement plan and attach it to this document.
Performance to
be Improved

Inappropriate
expression of
feelings
Inappropriate
interpersonal
relations
Inappropriate
physical
behavior

Activities to be
used to improve
performance
1 hour weekly
behavioral
counseling
meetings
Monthly
appreciation
lunches for
nurses

Target
Improvement
Date
February 24th

Expected Results

Better working
conditions
Development
of stress
management
skills
Appropriate
conflict
management
skills

Exceptional
Performance
Areas
Quality of
surgical
procedures
Documentatio
n
Attendance
Willingness to
change