Question

Give an example of a service break down that you experienced (preferably as an employee providing customer service). Describe the service break down. Next, apply the six steps of the problem-solving model needed to remedy the situation.

Answer 1

Service breakdown refers to the lack of providing a good quality care or poor satisfaction of the patient from the services rendered.

Eg., A new joined nurse is ordered to administer an oral medication for the first time.There are high incidence of nervousness and anxiety for when doing the procedure for first time and certainly if it happens a error can occur.

The best way to solve this is by using the six step problem solving method

Step 1:Identify the problem (this can be sorted easily if the nurse gains knowledge regarding the medication)

Step 2: in case of an erron occured (identify the root cause for whu the error occured when administering the medication like did the nurse follow the rights of medication administration)

Step 3:check for any alternative to treat patient discomfort (inform the supervisor to find solutions and help and preventing complications)

Step 4:In case the provider has ordered an antidote or a treatment for its symptoms initiate it earlier

Step 5.follow the order

Step 6:Evaluate the patient for side effects