Question & Answer with Amy

How many of you opened this blog post and thought I was going to talk about the Q&A document on the Intranet? Nope! Today is something a little more fun. I was asked to fill out a Q&A for a  board that I sit on and thought it would be fun to share my answers with you.

1. Something most people don’t know about me – My holiday cards have to be the first one you receive in the mail.  Yes, even the Friday after Thanksgiving. 
2. Idea of happiness – Having everything crossed off my to-do list at the end of the day.
3. Biggest weakness – I over commit.
4. Enjoy the most – Working!
5. Heroes – My parents.
6. Natural gift would you like poses – I wish I could sing.
7. Pet peeve – Being disrespectful to others, regardless of title.
8. What historical figure do I identify with or admire? Winston Churchill.
9. What is my motto? It’s all good.
10. Favorite way to spend time – With family and friends.
11. Treasured possession – A big fancy ring I bought right after a friend of mine passed away.
12. Greatest extravagance or indulgence – Shoes!
13. Quality most important in a friend – Loyalty.
14. Favorite way to relax – Running.
15. I’d never – Sky dive.
16. Traits I value in a colleague – Someone who will be candid with me.
17. My greatest achievement – Even when people don’t necessarily like me, they still respect me.
18. Something I’d still like to do – Be able to sleep through the night!
19. Three words that describe my leadership style – Direct, passionate, no excuses. (Ok, technically that’s 2 words and a phrase).
20. Who has been the greatest influence on me? – New Jersey Gov. James Florio
21. My ideal day – Go for a long run, and then sit by the pool with umbrella drinks and a good book.
22. Favorite childhood memory – Being in Maine with my parents.
23. Biggest fear – Fire.

So, there you go! Who doesn’t love a good list?  I’d love for some of you to share your own answers in the comments below. 

RWJ/Barnabas – Update

We haven’t talked about the RWJ/Barnabas merger since early in December, and I know many of you have been wondering why we haven’t shared anything else.  In short – we do not have any new news to share.  But as we all know, it’s important to keep the lines of communication open even if there isn’t any breaking news.  But we have had some rumors.  

I’ve said it once and I’ll say it again – I’d rather deal with rumors head on than to ignore them and let more speculation stew. If you missed our last post, click here to see some of your questions answered. Thank you to everyone who posted well wishes to both Warren and me in our upcoming new roles. 

Question: When is this going to happen?

The timing is dependent on when the Attorney General of New Jersey approves the merger. We don’t know the exact answer to this one yet, but expect it to happen sometime in the Spring. All three health systems and our board continue to meet and discuss strategic leadership changes and once things are finalized we’ll of course share with everyone. 

As you can see there’s really not much to report yet! These things take time, and the last thing we want to do is share something that isn’t final, or approved, and risk the chance of having to tell you it’s changed!

I’ve told you once, twice, and I’ll tell you every day until I leave – you are in great hands with Warren as your new president & CEO. We have worked together for many years. And I know that he will continue to lead our employees, our patients, and our families to make even greater strides and lead to even more success. 

Ok, I know you have more questions but haven’t shared them yet. So, what else do you want to know?

You decide what the future looks like

I’m sure by now most of you know that I started my professional career working in Washington, DC and for the State of New Jersey. I was responsible for policies, and since my job was heavily impacted by politics it was important for me to learn the ropes.

So, with that said, watching this Presidential campaign has been both fascinating and frightening to me. Even more so, I believe it has parallels to the transformation in health care.

Let me explain…

Forget whether you affiliate yourself with the Democrat or Republican Party. It is very clear that most people paying attention to the debates and the campaigns for our next President are angry.

Why do I say this?

On both sides of the aisle, many of the policies that the candidates promise and put forward are impractical and can not be accomplished.

No, we aren't going to pay for everyone's college education — unless we raise taxes to equal 50% of what people earn. No, Mexico is not going to pay for a wall to stop immigrants from coming into our country. The Affordable Care Act may be modified; 10 million Americans including 1 million children now have insurance and it will not be repealed.

When I watch these debates and the political commercials I can’t help but wonder, “Why are candidates saying these things and why do people believing in them?”

Rapid changes in our economy and advancements in technology make it difficult for us to protect the “American Dream.” We can’t all be Mark Zuckerberg, creating Facebooks and making more money than we know what to do with. The truth is the state of our country is a harsh reality.

It’s not all bad and scary. I’ll be the first to tell you that some major improvements have been made in the last few years. The economy has turned around and unemployment is down to 5%. These are great! But, people are not better off now than they were in 2007 when it comes to their income.

We are all uncertain about our safety and our future employment. Our parents now know that we will not have the same opportunities as them in regards to financial security and independence. This can cause huge unrest and disillusionment.

So what is the answer?

The answer is that we hold the answer within our own world. It is up to us to continue to do our best to find hope and joy in our daily life.

Knowing that change is coming doesn't make it any easier to accept the change. We need to do for each other what we do for our families — find the joy and refrain from getting too far ahead of ourselves.

We need to come together as a community where all people find the chance to succeed, where teamwork is encouraged and excellence follows.

What are your thoughts about this topic? Are you feeling the pressure and struggle? What are the ways you are coping?

And tonight’s Power Ball numbers are…..

Remember when I told you about having certain people who youcan really rely on? Well, today’s post was inspired by Theresa Defosse! She reached out to me to share what she would do with the money if she won the huge Powerball jackpot.

As of yesterday, the jackpot was up to $1.5 billion. BILLION! You could buy a few private islands and still have enough left over to get each Children’s Specialized Hospital employee a new car.

Theresa – who has a heart of gold – shared that she would use the money to help others and to change the world in a positive way.

“Personally, I would focus on accessible housing. I would start by building a community for kids and families who can’t go home after hospitalization. Then, I would try to expand the vision and promote accessible housing communities. I would want more medical group homes, so kids like Poppy could live with a family.”

So, it got me to thinking. What would I do if I won the Powerball jackpot (or even a portion of it). 

I just have to say that part of me feels like I’ve already won the lottery with the big Alabama win on Monday. Roll tide!!!!

I was on a golf course once with some colleagues. Instead of paying attention to the game, I started a conversation about what we would do if we won the lottery.

The woman I was playing with said she would set aside money for her nieces and nephews to pay for college.

I had just finished chairing the Capitol campaign for my church and said that I would pay off the mortgage so that it wouldn’t be such a burden for us. I would also pay off my Children’s Specialized Hospital pledge.

The woman’s husband was also playing with us and he said, “What is wrong with you two?! You are supposed to buy a jet and spend the money crazily so you end up bankrupt! You will never ‘win’ with those kinds of ‘wants’!”

Well, I still play occasionally hoping to pay off the church mortgage and my Children’s Specialized pledge, but it was still one of the funniest conversations I have ever had.

Now I want to know, what would YOU do with the money if you won? And if you’re playing tonight, “may the odds forever be in your favor.”

When life hands you lemons…

So you may recall from previous blog posts that my Dad and I have a daily exercise date at 4:30 a.m. We meet five days a week and I get my running fix in.

Running helps me clear my head and makes everything better for me. It’s very therapeutic.

Between Christmas and New Year's I got a rude awakening. Literally! I was awoken in the middle of the night by what I can only describe as a feeling like if someone was sticking pins in a voodoo doll's hip. A voodoo doll that was supposed to be me!

Literally out of a dead sleep my hip locked up and I screamed out loud.

After four days of dragging my leg behind me in pain while I walked and relying on a combination of Icy Hot, massages, Advil, and a healthy dose of self-pity, I emailed Pattie Foley (VP, Outpatient Services) for a consult.

 

It turns out that I have something called Iliotibial Band Syndrome (or ITBs). While it has a long, fancy name it just means I strained the muscle between my hip and knee. 

And guess what the fix is? Rest and stretching. It has now been over a week of trying to fix this and I have to say that I have been miserable. Actually, that is an understatement.

You know I am addicted to my FitBit, so reaching my daily goal is basically out of the question. Plus, my running has been completely sidelined, eliminating all opportunities for me to clear my head!

Are you enjoying my pity party yet?

This whole inconvenience has forced me to try other ways to heal, such as deep cleansing breaths. But, it has also been a stark reminder of just how hard it is for our kids and their parents who are recovering from what they are dealing with.

Yes, there are signs of life and healing, but I have to keep reminding myself that it is a process and no amount of gnashing of teeth or rushing will replace the hard work and time. Patience is key.

I’m curious – do you have a story similar to mine where you had to work through something challenging that tested your patience? Or do you have advice for me – besides put my big girl pants on and stop whining – to help me through my challenge?

RWJ/Barnabas – The Rumor Mill

So, since my email last week with the update to the Robert Wood Johnson and Barnabas merger I’ve gotten A LOT of questions. I answered some of them during my State of the State meeting last week, but in case some of you didn’t attend I wanted to make sure I clear up any questions here on the blog.

You all know it is my preference to deal with the issues directly, so I will continue to share the rumors I have heard and ask that if there are others – please post them in the comments below and/or email them to me. If I have the answers and can address them, I’ll do so here on the blog.

So, let’s get started.

Rumor: Amy was fired from Children’s Specialized Hospital and they moved her out.

I was not fired. Although being President of Children’s Specialized Hospital is the best job in the world because of both the work we do and each of you, this is a promotion for me. My mother even joked that I’ll really have no life now because I’ll be so busy.

Rumor: Joe Dobosh is retiring.

I am not even sure where this came from but No is the answer. Joe Dobosh is not retiring. Eventually he probably will, but not at this time.

Question: Where will your office be?

I will have an office in Plum Street in New Brunswick, but most of my time will be spent on the road working with the hospitals in the Southern region of RWJ Barnabas.

Question: Will Warren take your office in New Brunswick?

Yes, when the time comes to make the transition I will move my things out of my office at our New Brunswick Somerset Street office and Warren will move in. I’ve already given him some tips on how to rearrange the furniture!

Question: Will you still do your blog and the weekly wrap up?

This is a tricky one. No, I will not be in charge of the blog and the weekly wrap up anymore. Will Warren take over? That hasn’t been decided yet. Of course you’ll still be kept updated on what’s going on around the hospital, so much of what you’d normally share in the wrap up you should send to Megan Muller so we can share it in the Daily Huddles.

Question: Will Warren give us jean days?

I have no idea! This is something you’ll have to ask him about.

Question: Will you ever come back to see us?

You’ll still see me from time to time. I will attend events in my new role at all the hospitals and I will still be in New Brunswick (remember, I’ll have an office at Plum Street!). You may not see me as often, but I’ll still be around for sure.

Question: When is this going to happen?

The timing is dependent on when the Attorney General of New Jersey approves the merger. It could be a month or it could be a year. We don’t know the answer to this one yet, but I will share when I can. We are trying to be as proactive as we can so there are no surprises when this happens. That is why all three hospitals and our board have begun to discuss the movement of positions.

Question: Once Warren moves up, who will move into his role?

This is a great question, and from what I’ve heard some of you have already started to get some ideas on restructure! Warren will work closely with the Senior Leadership Team to determine this new structure. Most likely that wouldn’t occur until after I move into my new role.

Question: Are you still CEO now?

Yes! Until the day that this transition takes place, I will continue to be the CEO of Children’s Specialized Hospital and continue on with my responsibilities in this position. Consider it business as usual until you hear otherwise.

Question: Will Children's Specialized Hospital be remaining an affiliate of the merged hospital, or will we become the children's hospital within the new organizational structure?

We will remain as an affiliate of the hospital.

Question: There's the RWJ University Hospital Foundation, Saint Barnabas Medical Center Foundation, and Children's Specialized Hospital Foundation. Will these stay intact or be combined?

The Children's Specialized Hospital Foundation is free standing, and not part of this merger.

Question from the comments: Can we see a picture of Warren, have never actually met him!!!
Warren's photo is listed in his contact in the phone directory. A simple search would have brought him up for you! It's also listed under his Give a WOW! profile. But, to save you the hassle, here is one from us today.

I am aware that this announcement of my departure and Warren's promotion may have come as a surprise to some of you. But I want to assure you all that you’re in good hands here. Warren and I have worked closely for many years at Children’s Specialized. I have no doubt that he’ll continue to lead you all to reach new heights and accomplish even more than I have.

I know that as time goes on, there may be other rumors or questions that come about. I will continue to update you all when I have more information that I can share, but I would appreciate if there are other things out there that you are curious about, please let me know so I can put them to bed.

So, what else do you want to know?

I didn’t mean it like that…

If you watch the news, you may have seen a recent story about National Children’s Hospital in Columbus, Ohio and the interaction that took place between a registration person and a 4-year-old girl and her mom. When mom began telling the registration person that the reason they were at the hospital was because a 4-year-old boy hit her daughter on the playground, resulting in her requiring stitches, the person (in an effort to make the child feel better) said, “I bet he likes you.”

Now, I can’t speak for this person but I think he probably meant to say, “I am sure he didn’t mean to hurt you…” But, after 35,000 shares of the Instagram picture of the child, this story took a like of its own that no matter how young the parties involved, violence is unacceptable and condoning it – especially when you are in a children’s hospital – it is can never happen. 

There is a question in Sheryl Sandberg’s Lean In book that asks, “Where do you sit when you walk into an empty room?” Always, my first instinct is to think about who else will be in the room and whether there will be enough chairs for everyone.

Whether intentional or not, if you invite people to a meeting and don’t account for everyone, when someone walks in without a seat – regardless of who they are or what position they hold – they feel like the outsider; forgotten, maybe even unvalued. No one would ever intentionally devalue a colleague, but the perception is much stronger than the intent. Once you start down the path of having to explain, you have already lost.

We have power every day. I’m not talking about power because of your title. We have the power to influence in ways that we don’t think about frequently.

A kind word or a harsh word; a smile versus a sneer.

Every interaction with someone else is a chance to show who you are and what you stand for. We are flawed people and we do occasionally make thoughtless comments. Sometimes, like in my case, your mouth works faster than your head. At the end of those times, it is what you do next that matters.

National Children’s Hospital publicly and privately thanked the Mom for coming forward with the issue and allowed them to improve her experience with them.

For us, when those moments happen, we need remember to pause, go back, and make it better – whether with a parent or a colleague. The silence, before it is remedied, tends to be the the thing that eats away at you, causing unnecessary stress and pain. Let’s proactively avoid that.

Who is your person?

So, there are a few of you I can count on at every employee meeting to ask me a question. And when I say count on, I really mean count on. You guys are the first to raise your hand, and always willing to fill an awkward pause (although there rarely are any).

I know there are questions that you guys have, and I hope you know that I truly appreciate when people put it all out there on the table – especially the tough ones!

Theresa DeFosse (Rehab Tech, New Brunswick) is one of those people I can rely on when it comes to asking questions, so I asked her for some help on some blog ideas.

So, I want to share something with you guys. I can see the number of views that the blog gets, and I’ve noticed that the numbers have been dropping a bit.  I’ve asked you guys for some ideas on things you want to hear about, but I didn’t get many! 

Back to Theresa. She likes to think about it for a bit, and then will send me an email with some topics or issues. Recently, she sent me the push on reminding people why voting matters right before Election Day. You probably saw my email about it, so you can thank her for giving me that boost!

Well, it made me start to think about how much some of us use friends and trusted advisers to be better—better leaders, colleagues, parents, children,  friends, etc.

I am blessed with trusted colleagues and friends who I can work through any issues that come up where the path just isn't clear for me. It is such a gift to have these resources!

Yes, management books and Ted Talks provide tools, but there is nothing like that trusted friend or colleague who is going to tell you straight. And definitely nothing like that one person who will raise their hand and put issues on the table.

So who is that person for you – the person you go to when you need to work something out? What are the things you value about them? Or maybe you would be willing to share how you serve as that person for others and what lessons you have learned from these relationships?

Also, don’t forget to leave me some comments about topics you want me to talk about at the employee meetings. They are coming up fast!

Nasty Habits

Let’s get real today. Have you ever noticed a nasty habit of yours that you know you should curb, but thought “it’s not really a big deal?: Then, someone you are interacting with does that exact same nasty habit that you do and then all of a sudden you have an entirely new perspective on what you thought was no big deal?

Following? Let me share…

Last week I was asked to go to Washington, DC for what was described as a critical meeting between the leadership of two national associations. There were five people from each association, and then myself and another Board Member.

There had been some strains over the last couple of years due to changes in leadership and staff. Nothing bad happened, but these organizations had definitely lost their rhythm. This is a very big deal in Washington because nothing gets done without a coalition of people.

So here we are at this meeting, discussing some pretty heavy stuff and really trying to make some headway. Then what happens? All the members on the other side of the table begin looking at their smartphones – during the meeting!.

Disclaimer: NOT the people I was in a meeting with.

Now the phones didn’t ring – or vibrate as far as I know. No one began the meeting by saying they were waiting for an important phone call that they’d have to take – they just decided that the conversation happening at that moment did not require their full attention and that checking their email (or Facebook – who knows what they were doing) was more important.

Now, this is something I am HUGELY guilty of. I admit it! But, I am not sure I had ever been on the receiving end of this kind of behavior, as I was at this meeting. And, it really got to me!

It was never my intent to offend anyone if I checked my phone during a meeting, just as I am sure it wasn’t their intent to offend. Yet, I had taken a three-hour train ride to be here for this critical meeting and their behavior gave me the perception that my presence was not important enough for them to put their phones away for two hours.

The meeting went ok and we finalized some next steps and a game plan, but I couldn’t shake how annoyed I was – and frankly, still am. I felt disrespected, but even more I reflected on my own behavior knowing that it’s something I do.

I mean, I’ve stared down Governors and taken on Legislators for our kids, and even though I was fired up with passion and determination, this phone thing has left me feeling really shook up.

I often say that God gives you gifts when you least expect it and sometimes you don’t see these lessons as gifts. Let me tell you, this was a gift and a hard lesson for me.

So here is my apology – if I answered emails when we were in a meeting together, I apologize. It was never my intent to disrespect you. In no way do I want you to think whatever was on my phone was more important than what was going on in person.

While I hope I will never do it again, please know that I am on a journey to repair and improve. And there may be times when that nasty habit slips back in, but I’m going to try my hardest to break it once and for all!

So here is my question to you – have you ever seen someone else do something and think, “oh my goodness, I do that,” but didn’t realize it was a nasty habit until someone else did it? Or is there something you wish someone would stop doing?

In the meantime – phones down and eyes up for me. 

So long sweet summer

Ok, so we have passed Labor Day weekend – the “unofficial” end of summer. While the calendar says summer doesn’t actually end until tomorrow, the beginning of September is usually the time most of us think of the going back to school or back to work.

I shared some of my goals for the summer, for example my summer reading list. Out of the six books I wanted to read, I read five of the six.

The Talk Like Ted book was fabulous and I have already lent it out, especially if you do any presentations or public speaking.  The key take away I got from this book was the art of saying less but having a bigger bang with your messages.

I also read “Do the KIND Thing,” “The Vacationers,” “Beautiful Ruins,” and Sue Grafton’s “X.”

The last book I still have yet to read is “The Oz Principle.” Of course I picked up other books to read along my travels! I told you about “Touchpoints” a great management book that brought together so many of the things we have been working on as part of our management growth.

I also read "Every Last One" by Anna Quindlen which I loved and the "Beautiful Bureaucrat" which I hated.

My August was filled with travel — China and Japan you already know about, but this month also had two wedding back to back. I have now reached the age where my friends’ kids are starting to get married! Both weddings will put me back on planes to Florida and South Carolina. After doing the 13 hours to Asia, these are a walk in the park! 

While I didn't get as much relax time as I would have liked, I did spend a great deal of time thinking about the future. Not only are we working on the RWJ/Barnabas merger, we are also preparing to embark on updating our three year strategic plan in 2016. This is the time when we look both ahead and back. What have we accomplished over the last three years, what is left to do, and how does that fit with both what our families want and the current state of our health care environment?

You have heard me say many times that I do not believe the healthcare delivery system will look anything like what it does today, or in the very near future.

The minute clinics and easy access clinics are now on every major corner. I believe the next big thing will be the ability to make use of your medical information. While many of us have electronic medical records, they’re still not easy to access or are unavailable without going through many steps. I think sharing protected health information will become as easy as sharing access to an app with your provider – regardless of where you are.

The technology is coming too. Accessing doctors via telemedicine will be the standard, not the exception. While we and others have begun to dabble in it, it will be more common than going for an office visit.

So yes, I guess you could say I spent a lot of the summer thinking about how we will fit all of this in and what it will ultimately mean for our continued growth and efforts.

So how about you? What did you do or think about this summer? I would love to hear summer vacation stories too!

Leadership: Tough Minded & Tender Hearted

A few weeks ago I asked you all for recommendations for summer reading. Sue Winning went one step further and loaned me a great book - "TouchPoints: Creating Powerful Leadership Connections in the Smallest of Moments" by Douglas Conant.

I couldn’t wait to share some of the things that I took away from this book with all of you.

The book talks about many tools and strategies you can utilize to be both "tough minded and tender hearted." Simply put, we will still get the results we strive and work for, but we still care about the people around us and on the path along the way. 

One section talked about identifying one thing you would change in yourself as a leader or that you would change in your boss.

This sure made me think about what I would change in my leadership style! When I actually said it out loud I knew it was unrealistic, but I would want my boss to have the same priorities that I have for his time. Even though the parts of his job that impact me are probably less than 25%, it is totally unrealistic that he would concentrate at the same level of intensity or priority that I do about the same issues.

Getting some perspective on that was tremendously helpful for me and made me a lot more appreciative of what it takes to stand in his shoes.

Thank you, Sue, for lending me this book. It has helped me to become a better leader, as well as to be led.

So just think about that for a minute – are there things that you wish your boss would do differently for you? Would you be so bold to share them? 

In doing so, you may provide valuable insight to yourself as well as your boss! 

You know you’re at Children’s Specialized when…

Have you ever caught yourself in the “outside world” doing things that you do while at work here at Children’s Specialized and wondered if people are looking at you funny?

I have!

Last week I was walking in from the Plum Street parking deck in the middle afternoon. Jagdar Tamesar (Environmental Services) was walking in with me and I bent down to pick up garbage from the floor in the parking deck.

Now, if you have been in the Plum Street deck in New Brunswick, you know that while the New Brunswick Parking Authority does great work, the parking deck has a pretty heavy flow of traffic in and out, so it is hard to keep it clean.

Stuff on the floor is a pet peeve of mine. I think of my work space the same way that I do of my home. I would never walk over a piece of garbage in my own home, so I wouldn’t leave it on the floor here at work either.

Want to hear something funny? One Sunday I came into the hospital and Marion Bethea (PAS, Mtn) was poking fun because she saw me on the security cameras picking up hairpins that were on the floor!

Another thing I do all the time is talk to random children – not just our kids, but any kid. I ask them about their day and talk to them about the clothes they are wearing. Their parents are either thrilled that someone is taking notice of their children or they think I am a total crackpot.

Let’s hear it! What little quirks do you carry with you from our work here?

Do I really write these things?

So, one of the questions that I get pretty frequently is "Who writes the Weekly Wrap Up, Access Amy, etc for you?"

One of our values is Teamwork, so believe me when I say that these are all team efforts!

The content for both the Wrap Up and Access Amy come from each and every one of you! Your achievements, your events, your questions and concerns. Sometimes you write to me about a big award a colleague recently received, or questions about a new program. But everything that is shared is about our Children’s Specialized Hospital family.

For the Wrap Up, some of the information is written by others and shared in the Wrap Up format. As for Access Amy, let me set the record straight – I write every single blog.  And because I’m a planner, they are written sometimes long before they appear on the blog – well, depending on the topic.

Like I said, it’s a team effort.

I’ll be the first to admit, grammar is not my strongest skill and my fingers often type faster than spell check can keep up with! So, I have a team to make sure I write well! Rose Allsop (Exec. Asst., New Brunswick) helps me to format the Weekly Wrap Up and send it out to everyone, after Megan Muller (Internal Comm Spec, New Brunswick) gives it a quick review for typos and errors.

For Access Amy, Megan and Rebecca Mazzarella (Comm Mgr, Mountainside) read over my posts and give me some feedback on how to make them better. They also help to publish them and get the word out about the new posts.

I am writing this post on Tuesday, August 18 from a fast-moving train in Japan on a once in a life time vacation. This picture is actually taken from the window so you could be here with me!

So you know who writes these posts and my team of helpers. The other question I frequently get is “Why?”

While the easy answer is “because I want to make sure that you have information about health care environment or things we are trying to tackle,” the other reason is that I want you to have a sense of who I am and what influences my leadership and my thinking. 

Thirteen years ago, during the interview process for this job, I was being interviewed by about 10 doctors during the physician portion when one of them said they often didn't understand the decisions that were made out of the "White House," or the upper management. I was then asked what I would do to better inform the staff about the why behind the decisions made, rather than just the decisions themselves.

Fast forward to today. My blog is a vehicle to do just that – to make sure that the all of our team members are informed in not just the final result, but the decision process and all it involves.

One of the reasons I invite you to ask questions on my blog posts, at the employee meetings or give me ideas to write about, is so I can use the forums to try and answer those "why" questions.

Even if you don't agree with decisions, I find having the background of what influenced the decisions helps to have a context for why those decisions were made. 

So, as long as you keep reading and sharing, I will keep writing. I hope you will continue to ask questions and share your ideas, even give me topics you’d like to see here on the blog or shared in the Wrap Up! They don't have to be weighty and serious (I mean, I’ve shared my shoe closet with you guys on the blog!).

So now that you know who writes the blog, I want to hear from you. What should I write about next?

“Office” sins to avoid at all cost

We are spending a lot of time focusing on our Service Excellence Standards – in the Daily Huddles and how we live them each and every day. So when I came across this article that lists the things you should never do in an office environment I got to thinking about what would be considered a “sin” here at Children’s Specialized Hospital.

Here is my list of “Office Sins”:

1. Never yell. I have never found a reason that someone needs to yell – unless of course they are trying to prevent someone from running into traffic! If the only way you can get your point across is to yell, then you probably shouldn’t say anything. Take a breath and come back when the yell is no longer in your throat.
2. Dress appropriately. If the outfit you have on is something you second guess to wear to work because it may not be appropriate, don’t wear it. The little birdy in your head telling you that it’s not that bad, probably is fibbing.
3. Cut the negativity. Avoid talking about others in a negative way. It just isn’t nice and never productive.
4. Resolve it. If your feelings are hurt by something that has happened at work, find a way to ask the person why they did what they did – not in a critical way. Seek to understand rather than accuse.
5. Think before you speak. Never let words come out of your mouth that you know you will regret later – we have all done it. Sometimes it may be hard to swallow, but rewording what you want to say will pay off in the long run.

You’ve read mine, now I want to know yours. What does your list of “sins” look like? What are some rules you live by?

A culture of accountability

In 2012, one of the nurses in New Brunswick came to me and said she was taking a job with one of our competitors because she heard we were going to charge the staff for parking.

I was upset for two reasons. First, because this meant we were losing a great nurse; second, because she had made her decision based upon a rumor that wasn’t true.

When I asked her why she didn’t come to me to ask about the parking rumor, she told me she didn’t feel like she had a vehicle to ask.

Thus began the Question & Answer feature on our Intranet.

You know the expression; the road to hell is paved with good intentions? The meaning behind the expression is that sometimes good intentions may have unforeseen negative consequences.

Let me explain.

The good intention was to allow the staff to submit questions anonymously – a rumor they heard, a change that may have left someone upset, or even a question they felt silly asking.

But over the years, the questions have gone from curious to hostile in some cases. The Q&A feature has turned from a place for clarification to a place for venting. Let’s be real here, some of the questions submitted would never be asked in the same tone if a name was required to post. Right?

Over the last few years the Question & Answer platform has begun to undermine communication at the local level between the employee and the manager.

In addition, this communication tool enables staff to not live up to of our Service Excellence Standard to “resolve concerns respectfully and directly with the person involved.”

The Question & Answer channel remains an important tool for people to ask questions they want answers to, and for other staff to peak on and become informed. 

Effective Today, July 6, your name will now be printed with the question you submit. 

When I announced this change at a recent Leadership Learning Retreat, people applauded. When I asked later for why the strong reaction – the answer was that it undermines everything we are trying to do in reference to people owning their concerns and dealing directly when there are issues.

So here is the reminder – you are always welcome to e-mail me directly. I will have to engage others to answer the questions at times because I can’t know everything, but I will work to ensure that rumors continue to be answered and people have a forum to ask their questions.

Thank you for allowing the process to continually evolve and for us all to grow and improve.

Local mom proves we have work to do

There has been a local story in Westfield that has gone viral and gotten a lot of media attention. It involves a young boy with Down syndrome and a local, popular gymnastics studio. 

A mother from Cranford reached out to the gymnastics studio to host her son’s fifth birthday party. After successfully reserving the date for the party, mom went to the location to process the contract paperwork and leave the deposit for the party. 

In reading over the contract for the party reservation, she noticed the document stated “no special needs children will be accommodated or can participate.” In further investigating, she learned the reason for this exclusion was because the owner did not have anyone on staff appropriately credentialed in caring for children with special needs; the insurance company wouldn’t write the insurance. 

The mother was outraged, angry, shocked.   

The business decision was made that the expense of having someone with that expertise was not affordable in this business. And while you may be outraged about that, I want to ask you, to hold that thought for a moment, while I tell you the rest of this story. 

We work so hard to show children with special needs that they can accomplish anything, with accommodations, discouraging them from accepting defeat and encouraging them to continue to work hard. 

On any given day, Children’s Specialized also offers services and resources to all families of children with special needs, including how to have fun at community activities. For example, the Kohl’s Autism Awareness Hub is a tremendous source of information, not only for children with autism and their families, but the information can pertain to any child with special needs and their family.

Within The Hub, families can visit resources such as Make Friends With Autism, Friends Like You. Friends Like Me., Autism and Safety, and Real Life Tips. Each section contains fact and tip sheets, educational videos, workbooks, and more to share information about autism and how to understand a child with autism and their needs.

More specifically, The Hub links to a Recreation Center on its map where professionals, service providers, and members of the community can find valuable information on how to graciously accept and support children with special needs into their programs, businesses, recreational activities, and more. Although our Kohl’s Hub focuses primarily on children with autism, this information can very easily be translated into any special needs situation. 

The power of social media is astounding. This mom shared her disappointment on the gymnastic studio’s Facebook page and nearly immediately her post caught attention. She said at least eight other people shared with her that they too were denied access to the gym for the same reason. 

Since her story was shared, the mom has been notified by the owner of the gymnastic studio to update her on their plan of action to better accommodate children with special needs. The company has since made a business decision to hire an individual with expertise in working with children with special needs to educate the staff – fixing the issue on staff training – and will be changing their policy moving forward.   

And I'm happy to say that with the generosity of over a dozen community businesses, this little boy had a wonderful birthday, surrounded by family and friends. A birthday worth remembering.

In hearing this story it made me ask myself a question about our “business” decisions. How many times do we turn kids away because we don’t treat “those” kids with severe mental health issues or suicidal tendencies? We have said, “We don’t have the expertise and we need to ensure that kids who need that type of care get to people most expert in delivering that care.” 

That is the same thing the owner of the gymnastics studio said. And just like that studio owner, we are doing what we think is the right thing, to ensure that children get to the right level of care. But these are not easy decisions. The public pressure made this business owner make other decisions. 

As I thought about this, I wondered what we would do if the tables were turned. I would love to hear your thoughts on how we should ponder these decisions. 

Celebrating My Anniversary

September 29 marks my 11th year at Children’s Specialized Hospital. I can’t believe it has gone by so fast, and then at the same time it is hard for me to remember a life without Children’s Specialized. I know that sounds ridiculous but our mission and your work has become a part of my heart. When I speak about our work, people often tell me that they hear the love and respect that I have for Children’s Specialized and can really visualize creating a world where all children can reach their maximum potential.

As I look back over the last 11 years, there is a lot to be proud of. We have doubled the number of children we serve and the number of patient care locations. We have redecorated and updated every site or created new locations. We invested in staff, equipment, partnered with families in amazing ways, and improved all of our quality measures. We’ve experienced a huge amount of success. So why do I feel like there is so much more to do?

See that is the challenge – it is never “done.” There are more children to be served, changes in how we provide those services, and children developing new conditions that we never thought we would see in a rehabilitation setting. It is both invigorating and completely overwhelming at the same time. The key is to celebrate the success and clearly identify the work left to be done.

It is an honor to be on this journey with each of you and I look forward to continue to work to ensure that every child reaches their maximum potential.

Setting the Standard in Service Excellence

When I was little we always got our gas from the Schaeffer’s Getty station in Princeton Junction. We could have gone to any gas station, but Mr. and Mrs. Schaeffer knew my Dad and they always greeted us like family when we came in. We didn’t get discounts or promotions, but it was a familiar place and they made us feel special when we came in.

Many of you won’t remember but there was a gas shortage in the 70’s and you were only allowed to buy gas on certain days of the week depending on your license plate numbers. It was very stressful because you had to wait in long lines and make sure you had enough gas to get you from one day to the next.

We still went to Schaeffer’s, even though the situation was very aggravating. Even though we knew it wasn’t their fault and there were circumstances outside of their control; Mr. Schaeffer and his team still kept their commitment to the personal touch and high customer service standards.

Fast forward 40 years later. Health care is going through seismic shifts. You heard recently that Apple unveiled a series of products, including something called iHealth. Given what Apple has done to the iPhone, I can only imagine what technology will come next.

Our world will change. How people want to receive their health care, how they want to partner to care for their own health and the health of their children, and how they want information delivered will all make dramatic changes. Some we can anticipate, and some we can’t even imagine.

During all this change, just like at Schaeffer’s gas station, the constant can be how we conduct ourselves.

Children’s Specialized Hospital has gone through a 6-month process where you have weighed in on what our values and standards of excellence should be. You identified items that are most important to you and our organization, and now we have embarked upon a training program for each of us to attend in order to make sure we all understand what those standards mean and how we will live them. If you have not yet registered for Service Excellence Training, please do so through NetLearning. Here is a list of the upcoming classes for 2014.

There are things that will be completely outside of our control in the coming years. But the item we can control is how we work with each other and our families.

Please let me know, comment below, what you think once you go through the training. I would love to hear if you are excited about the “new” standards and how they will impact our relationships with each other and our families.