THIS IS THE CASE STUDY ANSWER THE 2 QUESTIONS AND ADD 3 SWING SENTENCE AT THE BEGINNING: ALSO I WILL ATTACH THIS WEEK POWERPOINT PRESENTATION
Case Study: Storm Season Shift at Coastal Care Urgent Clinic
Coastal Care Urgent Clinic operates two locations: one in Gulfport and another in Ocean Springs. The clinic stays busy year-round, but demand spikes during spring break, summer tourism, and especially during storm season, when disruptions lead to more walk-ins and staffing challenges.
To help manage front-desk operations, Coastal Care hires several part-time employees who are current college students. One of them, Kelsey, is a junior at the University of Southern Mississippi studying health administration. Kelsey works 1822 hours a week checking patients in, handling insurance verification, and coordinating with nurses when wait times rise.
Whats happening
When Kelsey started, she felt proud of the job and told friends she was getting real healthcare experience. After about two months, things began to shift.
- Work feels less meaningful now. Kelsey spends most shifts doing repetitive insurance checks and copying/pasting information between systems. When Kelsey asks how accuracy affects patients, supervisors respond with: Just follow the steps.
- A sense of fairness is fading. Kelsey learns that some student employees get preferred weekend shifts and are trained on higher-skill tasks (like supporting discharge paperwork), while otherslike Kelseystay on check-in duty. No one explains why assignments differ.
- Kelseys expectations feel unclear. Some supervisors emphasize speed and short lines; others emphasize perfect documentation. When mistakes happen, Kelsey is corrected publicly at the front desk. When things go well, theres little acknowledgment.
The emotional climate
The clinics atmosphere has also changed.
- On busy days, supervisors move fast, speak sharply, and rarely make eye contact.
- Patients are often stressed or angry about wait times, and Kelsey absorbs the tension all shift.
- A few coworkers make jokes in the break room about storm season attitudes, but Kelsey experiences a lingering sense of dread before shiftsespecially after being corrected in front of patients.
- Kelsey notices that even on days off, she feels irritable and distracted. She sleeps poorly the night before scheduled shifts.
Individual differences show up
Not all employees respond the same way.
- DeShawn, another student worker, seems energized by the pace and brushes off upset patients. Hes calm under pressure and volunteers for extra shifts.
- Maddie, a newer hire, becomes visibly anxious when the lobby fills. She double-checks everything and asks for reassurance, which frustrates supervisors.
- Kelsey feels caught in the middle: she wants to do well and help people, but shes started doing the minimum to avoid getting called out.
The results
Over the last month, Kelseys behavior has changed:
- less initiative
- fewer questions
- slower check-in times
- more small errors in documentation
- increased call-outs on high-volume days
Clinic leaders are concerned because student employees are quitting mid-semester, and full-time staff blame college kids being unreliable. Several student workers say privately that they want to help, but the job drains them and they dont feel respected.
Based on the above case, please respond to the following questions:
Chapter 4: Emotions and Moods
- What emotions are most likely being triggered during Kelseys shifts? What evidence supports your answer?
- How do moods factor in for Kelsey? Could these be affecting her attitude?
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