Servant Leadership Model For The Urgent Care Emergency Department

Jennifer McClellan, RN, BSN is presently my Associate Service Manager, for the Urgent Care Emergency Department. She has been in that position since May, 2013. Her main responsibilities are to manage the flow in the unit, since our unit is a fast paced, and we have a high volume of patients. Also, if there is a problem, she has to go above and beyond to fix the problem. She also has to handle patient’s complaints which are something not uncommon in our unit. Another of her responsibilities is to guide the staff members as needed. Jennifer has been a nurse for 12.5 years. She has experience working as a bedside nurse in Neuro/Trauma ICU, also as Neuro Trauma Nurse Clinician for Trauma Services, and as Nurse Educator. She participates in the

This model is “based on the premise that leadership originates from a desire to serve and that in the course of serving, one may be called to lead” (Sullivan, 2013). I truly believe that Jennifer has demonstrated a Servant Leadership model in the meetings I attended, because I witnessed her empathy, awareness and persuasion. I was impressed when I observed the way she handled a difficult situation with a patient that was very anxious and upset because she just found out she was pregnant, and after having a long conversation with Jennifer, she was able to accept the situation and feel blessed. I also observed the way she handled the staff in the area, where she goes to meet everybody as soon as she arrived in the area, and asked them to tell her if they need anything. We had our monthly meeting and it was very intense because all, the situation with the Ebola. People had a lot of questions and concerns, and Jennifer was not able to answer all our questions, but she went above and beyond to find the answers. She communicated with us in person and by email the unanswered questions from the meeting. As I stated at the beginning, I think that she is a great example of the Servant Leadership model because she has been able to demonstrate all the characteristics like empathy, awareness, and persuasion. I was fortunate to witness all of