Need help with question 6

Outline for Paper: 1. Overview of Company and History 2. Categorize Conflicts/Disputes Within the Company 3. Effect of Unionization if Applicable 4. How well is the Dispute Resolution System within the company functioning? How do you know? 5. What change do you recommend or is the system functioning well? 6. Analysis of Procedures, Methods, Training Needed to Implementation of Dispute Resolution System 7. Works Cited (APA) Minimum of 3 pieces of research excluding the textbook

we have answered the question 1,2,5 based on that answer question 6

1:

Organization: Confidential (Pharmacy)

HR manager: Anonymous due to confidentiality reasons

We choose this particular pharmacy chain provider because of the rapidly growing community of pharmacies in Ontario and across Canada. Serving our local communities right here in Brampton, Scarborough, and Ajax. The motto of the pharmacy is to provide best patient care with a high level of accuracy & quality of treatment. Strong roots were first formed here in Scarborough and later the pharmacy branched out to expand its reach to communities like Brampton and Ajax. This specific pharmaceutical chain is not limited to solely community dispensing but also offers customization through compounding facilities, and over the counter medication services. Delivering one-stop-shopping and convenience to patients to fulfill all their prescriptions needs seamlessly and effortlessly.

2:

To learn more about the dispute management system that exists in our selected pharmaceutical organization, we arranged a virtual meeting with the HR manager of a pharmacy chain. In our interview we asked for some sharing of knowledge. Asking pointed questions to any dispute resolution systems that may be used to address conflict between employees and customers within the organization. What became abundantly clear, unknown to us, is one recurring conflict that is not uncommon to find within this industry however critical to managing and resolving. The incident as explained to us is as follows:

The incident: A patient walks into the pharmacy (Scarborough branch) and begins shouting at the pharmacy assistant, technicians, and pharmacist. Everyone can hear that he arrived to fill his prescription for the very first time, and instead of receiving 100 tablets he only receives 78 tablets. He was visibly upset, and communicated harshly with everyone present. The HR manager explained it is very important to recognize these people are not simply customers but ill patients. That it is very important to organize, document, and detail all steps taken in order to reflect all aspects present in an organization. Especially in healthcare its imperative to double verify and document everything before dispensing to a patient. According to the HR manager, it is not possible that a patient would receive such a substantial variance in tablets. However to best address the dispute, management level stepping in helps to diffuse this situation and helps calm patients down by compensating the difference. This is done by asking the pharmacist to authorize 22 tablets, in this scenario and issue the difference to the patient without charge. Meanwhile, management delicately handles the matter by informing the patient that all medications are always double counted and rechecked by the registered pharmacist, and documented. Building trust in the system and the unlikely hood for the variance, however satisfying the interests of the patient. Putting the patient's satisfaction as a priority above all else, expressing understanding of any inconvenience or injustice created. Receiving agreeance in all stakeholders interests and relaying that highest quality care with medication is a top priority.

5:

This pharmaceutical company's dispute resolution mechanism appears to be in good working order. The incident with a patient receiving fewer tablets than expected was handled quickly and professionally, with management stepping in to diffuse the tension and reimburse the patient for the shortfall. Furthermore, the HR manager underlined the significance of planning, documenting, and double-checking all stages in order to reflect all components existing in the organization, particularly in healthcare where high-quality prescription care is a top concern.

Nonetheless, every system can be improved, and it may be important for the pharmaceutical organization to evaluate and update its dispute management rules and processes on a regular basis. Companies should consider providing additional training to employees on how to deal with stressful situations.

6:?