M.Cur. (Professional Nursing) / Grievance procedures form an important instrument by means of which nursing staff can make their grievances known to management, thereby effecting a solution to the problem. Therefore, the way in which grievances are handled form an integral part of the staff duties of a nursing service manager. The effective handling of grievances directly influences the satisfaction of nursing staff, as well as the quality of nursing, and thus productivity. Effective handling of grievances depends on the nursing service manager's knowledge of and abiU ty to utilise grievance procedures. This implies that the nursing service manager should be willing and able to investigate all grievances that she becomes aware of, in a consistent manner. She can only fulfil this responsibility if there is an existing grievance procedure in the hospital, and if this procedure is known to all nursing staff. Utilisation of this procedure only is possible when all staff have access to it. This is ensured by training, which will equip them with knowledge and skills in the execution of grieval1ce procedures. The purpose of this study is to determine whether grievances are being handled effectively by nursing service managers in selected hospitals. A descriptive, exploratory study was done within this context by means of a historical analysis of available literature, including newspaper reports, as well as by case study analyses and interviews with nursing service managers in the selected hospitals. A self-training programme regarding the management of grievances will be developed. Analysis of the data indicates that nursing service managers in the selected hospitals do not handle grievance procedures effectively During interviews the nursing service managers indicated that grievance procedures do indeed exist at the hospitals in the Pretoria Witwatersrand area. However, a degree of uncertainty exist. about the difference between grievance procedures and disciplinary procedures.
| Identifer | oai:union.ndltd.org:netd.ac.za/oai:union.ndltd.org:uj/uj:10701 |
| Date | 15 April 2014 |
| Creators | Potgieter, Susanna |
| Source Sets | South African National ETD Portal |
| Detected Language | English |
| Type | Thesis |
| Rights | University of Johanneburg |
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