Question

The hospital’s board of directors had hired a consulting firm to review the quality of patient care being delivered. Following a 2-week review, the consultants presented Nathan, the hosital’s CEO and his leadership group, with a verbal report. During the consultant’s exit review, Nathan appeared somewhat agitated by the report as he sat restlessly in his seat. When the written preliminary report listing the hospital’s deficiencies was presented to Nathan following the verbal report, he abruptly stood up and said, “This is not just about the hospital! This is about my job!” His managers then rose up and followed the CEO out of the room, without looking back—no goodbyes, just angry and disgruntled. In this case, the CEO did not accept the consultant’s report.

Discussion

1.Assuming the board became aware of the CEO’s parting comments, discuss what action(s), if any, the board should consider taking.

2.Knowing the board hired the consultants, how would you have reacted to the consultant’s report?

Answer 1

1.Assuming the board became aware of the CEO’s parting comments, discuss what action(s), if any, the board should consider taking.

The consultant hired by the board was for unbiased and thorough assessment to review the quality of patient care being delivered. The CEO should not have taken this personally and reacted in an impulsive and rash manner. On observing such behavior the board can take the following actions:

i. Give the CEO notice to explain his behavior and verbal spat in order to know his side of the story before deciding taking any action against him

ii. The board should conduct a formal public hearing on the matter so that it becomes an example as everyone including the CEO is accountable of his actions and such behavior has no tolerance in a professional organization

iii. Send the CEO and managers a show cause notice and strict warning letters to express their unhappiness on unprofessional behavior and not being pen minded towards constructive criticism

2.Knowing the board hired the consultants, how would you have reacted to the consultant’s report?

Knowing the board hired the consultants, I would have been curious, keen and supportive in the assessment and report from the consultant. The report shall give a third party insights at the things that are not going well as well as improvement options that can help me as a CEO to improve and perform better. As a professional to the level of CEO it is important to respect all individuals and isten to their inputs and reports and not take anything personally. Although criticism or negative report is a hard pill to swallow but in order to progress and being a professional CEO a calm and cool behavior is expected in the face of adversities. I would have graciously taken criticism and if I had some issues, I would have discussed it with the board by explaining and resolving the issues and reach a middle ground and make necessary changes for the betterment of the organization.