Last updated on Sep 3, 2024

Your colleague's actions are compromising client care. How will you ensure quality remains a top priority?

When you notice that a colleague's actions are negatively impacting client care, it can be a challenging situation. As a case manager, your primary goal is to ensure the wellbeing and satisfaction of your clients, so it's crucial to address any issues that could compromise the quality of care they receive. To tackle this delicate issue, you need a thoughtful approach that maintains professional integrity while safeguarding client interests.

1 Assess Impact

Before you take any action, carefully evaluate how your colleague's behavior is affecting client care. Are there specific incidents or patterns that stand out? It's important to gather concrete examples to fully understand the situation. This will help you when discussing the matter with your colleague or superiors. Remember, your focus is on maintaining the highest standard of care for your clients, so it's vital to approach this assessment with objectivity and a commitment to their best interests.

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Esther Blanco

Clinical Manager at Satellite Healthcare / WellBound - ended 11 20.23
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Yes accuracy of information is crucial. Ask to meet with your colleague, her time, her convenience to avoid intimidation. As soon as you are in the same room - offer coffee or beverage preference ( no wine- this is a sensitive business meeting) . Ask how her/ his day is going so far. Begin the conversation by saying and expressing your intention to clarify what's you've discovered that's that's bothering you - is coming from a good place and you wanted for the other party to do the same to you as at times we need others to navigate a perfect moral compass. Describe the situation and listen carefully for explanation Decide the proper action plan to pursue and review protocol or ethical delima. Proceed accordingly.

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Dee Manatowa

Counselor | Native Indigenous and Christian expertise
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First step is to speak to the colleague directly and process through the problem solving steps. I would document and collaboration with the colleague. Hopefully, together we can get the colleague back on track. If that doesn't work, then I would report to my supervisor and/or treatment team with factual evidence to gain their help.

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2 Open Dialogue

Initiate a respectful and private conversation with your colleague. Approach the subject with sensitivity, ensuring that you're not accusatory but rather concerned and focused on finding a solution. It's possible they're unaware of the impact of their actions. By discussing the specific issues and how they affect client care, you can collaborate on strategies to improve the situation. Maintaining open communication channels is key in fostering a team environment where client care is the top priority.

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3 Policy Review

Review your organization's policies and procedures related to client care and professional conduct. These guidelines are designed to protect clients and ensure a high standard of service. If your colleague's actions are in violation of these policies, it's crucial to remind them of the rules and the importance of adhering to them. This step reinforces the shared responsibility all team members have in upholding quality care.

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Dee Manatowa

Counselor | Native Indigenous and Christian expertise
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Steps to policy review: 1. Study the policy to gain an understanding of goals, strategies, and potential impact 2. review NASW Code of Ethics 3. Interact with policy makers to provide them with information to create informed decisions 4.Develop relationships with other key stakeholders and groups to gain their perpectives and advocate for changes 5. Work with policy makers, stakeholders and other groups to create an overarching strategy and message 6. Advocate for changees

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4 Escalate Concerns

If direct communication with your colleague doesn't lead to a change, or if their actions are putting clients at significant risk, it may be necessary to escalate the issue to a supervisor or manager. It's important to do this in a way that is professional and focused on the wellbeing of the clients. Document your concerns and the steps you've taken so far, and present them to your superiors as a matter of client safety and care quality.

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5 Training Opportunities

Suggest opportunities for professional development or training that could address the issues at hand. Sometimes, a lack of knowledge or skills can lead to subpar client care. Encouraging your colleague to engage in relevant training can help them improve their performance and ensure that clients receive the best possible service. This proactive approach demonstrates a commitment to continuous improvement and quality care.

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6 Monitor Progress

After addressing the issue, it's crucial to monitor the situation to ensure that improvements are made and sustained. Regular check-ins with your colleague and feedback from clients can help assess whether the corrective measures are effective. By keeping a close eye on progress, you can ensure that the quality of care remains a top priority and that any future issues are promptly addressed.

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Directory

Your colleague's actions are compromising client care. How will you ensure quality remains a top priority?

1

2

3

4

5

6

1 Assess Impact

2 Open Dialogue

3 Policy Review

4 Escalate Concerns

5 Training Opportunities

6 Monitor Progress

Case Management

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Directory

Your colleague's actions are compromising client care. How will you ensure quality remains a top priority?

1

2

3

4

5

6

1 Assess Impact

2 Open Dialogue

3 Policy Review

4 Escalate Concerns

5 Training Opportunities

6 Monitor Progress

Case Management

Rate this article

Thanks for your feedback

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