Two of Kyosha Valley’s locations require all personnel to wear scrubs and solid colored white or black tennis shoes. The company pays for one set of scrubs for each employee. A third location has maintained a business casual dress code. Two employees and a patient have complained of the inappropriate attire worn by the receptionist in the last 30 days. When the patient complained to the nursing staff about the receptionist’s inappropriate attire, the nurse explained that the attire was appropriate for the level of pay the receptionist earned. This prompted the patient, who is a local business leader, to have a dialogue with the doctor about the inappropriate dress of the receptionist and the lack of an understanding response from the nurse. The patient explained to the doctor that he thought the nurse may not have taken the time to act on his concerns because English is his second language. The patient then went further to complain about the cleanliness of the bathrooms and the untidy appearance of the waiting area.

The physician immediately called you into his office and explained the situation as the patient had relayed it to him. You have been told to fix this situation immediately.

You have decided to enforce a policy at the third location of wearing scrubs for uniformity. You realize that the location’s staff has been under the misperception that the cleanliness of the facility is left only to the janitorial crew, who clean twice per week.

Instructions

Step 1: Write a memo to the staff of all 3 of Kyosha Valley’s locations and include the following information:

1. Explain the uniform policy.
2. Explain the expectations of staff with regard to teamwork in keeping the office and bathrooms clean during the day and in between janitorial visits.
3. Explain the notification procedure for complaints by staff and patients. This should culminate in the information coming to you to handle.
4. Explain procedures and resources available for assisting patients who use English as a second language, are hearing impaired, sight impaired, or who have any other type of physical or diversity related disposition that should be addressed to provide quality care to that patient.