Half Way There

We have now finished more than half of the employee meetings and we have had some really good dialogue around the topic of “us and them.” While the specifics are different depending on the site or the shifts, so many of the issues are rooted in a failure to communicate or to communicate with candor and directness. Let me share some examples.

- One of the respiratory therapists told me that she was so frustrated that every night she comes in and the oxygen tanks are empty. She was convinced that someone was doing it intentionally to start her shift off on the wrong foot. When asked if she had told anyone, the answer was no.

- When talking to the therapist about their frustrations, they have consistently messaged that they are being asked by the parents an update on the reauthorization is in progress. The therapist just know they sent it to PAS, but they have nothing to say week after week. PAS on the other hand is on the phone each and every day fighting with the insurance companies to get the reauths and if they are taking calls from 400 therapists looking for updates, then they can’t get the reauths.

- My manager has no idea how hard it is to reach productivity levels and I shouldn't be punished for no shows and cancellations.

In each situation, how much easier would it be if we could just talk through these things? If there is a way to hard wire communication to make sure people have what they need to respond to our families and your colleagues – we need to find it. In the situation of the oxygen tanks and the reauthorization, an automated process, maybe a checklist or information being included on the mini, would help get the most current information to the therapist and the parents.

How many times do we get paralyzed, or angry, and let it impact morale because we assume that people do not understand what the other person is going through?

When I ask people if they have communicated often I will hear "no" or "I can't "or "I am afraid". So here is my short answer, if you are not giving that information to someone in a position where the rationale can be explained to you or we can improve what is going on, then we are destined to remain living with this frustration. I for one don't find that acceptable. Part of our culture of caring is to communicate directly with the person you have an issue. HR can help coach you on how to do this if you are not comfortable, but not dealing with the issues and putting your head in the sand, does not help anyone.

One of the vehicles you have to express how engaged you are as an employee is the survey that begins on November 5 - 15. While we ask you to complete the survey, it really is about your direct supervisor. There are open ended questions where you can comment about me or any other member of leadership, both positive and negative.

So I ask you again, please let me know if there are ways to facilitate these conversations to deal with the issues that prevent you from providing the best care or services possible.