my boss

[Susan123456]

I would like some advice on how to deal with a boss who micromanages. I got so upset this afternoon, I told my boss I was sick and left work.

I work in a hospital. This afternoon a patient called to get his appointment  time. The 7 o'clock time did not work for the patient, so I took the patient's name and telephone number and told him that I would call him back. My boss was sitting next to me, and the nurse schedule coordinator was in the office. The nurse told me that I could switch appointment times. I was getting ready to call the patient back  to tell him his new appt time when my boss  butted in and said "in this case you should have put the patient on hold."  I told my boss  that I would prefer to take a number and call the patient back. She told me that I would need to put such calls on hold. Firstly, it has been my experience that such calls can take longer to resolve than it did today. I would like to be given the opportunity to handle my work without interruption from the supervisor. I would like more discretion in using my professional judgment, i.e., whether to put a patient on hold.

[gee4]

I reckon if your boss was in another office this kind of thing wouldn't have happened.  However the more exposed we are to such situations the more likely our bosses are available to butt in or make comments.

I totatlly agree with how you handled it and commend you for that.  We should all be allowed some discretion to do our jobs and that is the problem these days.  There are way to many chiefs poking their nose in and not allowing their staff to manage, make decisions or get on with their job.

I feel like going home sick every day and that shouldn't be how we face our daily work.

Hope you have a better day today.

[rose.winter1980]

Muffin,

There are always two - or more - sides to every situation.  Having worked in health care myself, here is my take on it from BOTH sides.

There could  be cost saving considerations as well in play here.  If the patient calls you, then the cost is theirs; if you call the patient, then the hospital bears the cost.  Additionally, there is the element of "service" and dealing with a call there and then.  

The way round this is that you could, on another occasion, ask the patient if they would like to hold or whether they would like you to call back.  That way, the "responsibility" is not yours; the patient has made a choice and you can report that to your boss if she is listening to the conversation.

Secondly, you should approach your boss and say how disappointed you were by the instruction.  You understand her point of view  but explain that these calls may sometimes take longer to resolve than she might think.  If she says she wishes you to deal with calls immediately then that is what you have to do.  On the other hand, your little chat with your manager (and you could spread the conversation wider with nurses etc) could start a revolution.

It is frustrating when you appear unable to act at your own discretion, but that's the way it is sometimes, and you don't want this to become the subject of a disciplinary action.

Years ago, I had a boss who was a micro-micro-manager.  They are uncomfortable to live with and really shouldn't be in management because they can't "let go".  However, people are people and the simple fact is that junior staff will always have to accustom themselves to the wishes of their seniors.  

Winter Rose

Laugh long, sing loud and dance when you get the chance

[Susan123456]

Thank you for your support. I will take your advice.

When my boss at first said that I should have the patient hold, I did tell her that I prefer to call them back so as not to leave them holding. Then the boss came on stronger and said that she PREFERS that I ask the patient to hold. A few minutes after that interaction, I felt that I could not take any more nitpicking so I informed my boss that I was sick and left. I was afraid I would loose my cool!

Again, thank you for support.

[Jackie G]

Your boss was around, saw you deal with the matter immediately and quickly and call back - she perceived that as a cost to your organisation because you were able to deal with it quickly.  As you've said it can often take longer to deal with and in that case, the patient would probably hang up and you'd end up having to call back anyway.  I would carry on the way you are, but if the boss is around, be aware and deal with calls accordingly, even to the point of explaining to the patient it may take some time as you have to ask X and Y etc, and if they wish to hold, you will do it there and then.

(Of course, it doesn't take into consideration the fact that you may be dealing with 500 other things at the same time, all of which are slightly more pressing and need to be done first!!!)

Jackie, Peer Moderator