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Expert spotlight: Respond to staff grievances

Nurse Leader Weekly, August 18, 2008

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This week, learn how to react to a staff complaint with expert advice from Shelley Cohen, RN, BSN, CEN.

Q: What is the best way to respond to a staff member who raises a grievance with me?

A: With a staff grievance, you should always react in a manner that respects the confidentiality of all parties. Aim to resolve it promptly, with a minimum of stress to all parties, and follow the principles of procedural fairness. Union facilities have separate procedures to follow as well.

Gathering facts on grievances is essential to the proper consideration of and response to them. Before considering any grievance, it is imperative to ensure that all facts of the case have been collected. Never fail to interview the grievor to get his or her viewpoint.

Effectively resolving conflict requires the manager to balance "tough-love" skills with coaching and leadership. Due to the constant demand for your time and attention, the manager must deal with the conflict as soon as it becomes evident, no matter how minor it may seem initially.

Editor's note: Do you have a question for our experts? Email your queries to editor kmucci@hcpro.com and see your name in print next week! In the meantime, head over to our Web site and view a growing collection of advice from our experts.

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