D.Cur. (Professional Nursing) / The purpose of this study is to develop a model for effective management of grievances in nursing services, and to describe guidelines for its utilisation in nursing services. This will enable managers to facilitate labour peace in nursing services. From the research of Potgieter (1992) regarding management of grievances by nurse managers, a model case is synthesized. The essential concepts are identified, defined and the relationships between the concepts described in statements. The survey list of Dickoff et al. (1968:423) gives the structure to the model and the agent, recipient, process, dynamics and goal are described within the context of nursing services. A graphic picture of the model follows as well as the description of the process. Guidelines for application in practice are finalised after evaluation by nurses in practice as well as an industrial relations consultant. The final model follows the feedback after evaluation by the above-mentioned. The model is evaluated in practice using observation, interviewing and an instrument measuring the essential concepts as identified in the model. The findings are described in a case study.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:4024 |
| Date | 17 February 2014 |
| Creators | Potgieter, Susanna |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
| Rights | University of Johannesburg |
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