What steps do you think the leader should take now

Reference no: EM133334166

Case Study: Amy is one of your most experienced call center staff. She has a reputation for being able to routinely manage a large number of requests and ensure that information is obtained quickly and smoothly. Today, when handling what appeared to be a routine request for additional patient information from the care team, she failed to follow the standard protocol. As a result, key questions were omitted, and critical history information was not relayed. Although the mistake was ultimately corrected, the results could have been fatal.

Questions:

What, if anything, could the leader have done differently prior to this point?
What steps do you think the leader should take now?

Reference no: EM133334166

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