[reposted from DCCS Consulting]
While attending a Rolling Stones concert in the Midwest, I experienced the thrill of an entire stadium of fans joining Mick Jagger in singing his iconic song, (Can’t Get No) Satisfaction. The experience reminded me of the collective voice of healthcare leaders across the nation that is singing the same song, with a different tone. The struggle to improve the healthcare experience for stakeholders like patients, employees and donors and to increase their satisfaction scores is real.
“….I can’t get no satisfaction. ‘Cause I try, and I try, and I try…
It’s time to “Flip the Switch” and sing a new song in healthcare. Enough “Doom and Gloom”. No more “Around and Around”. Our patients are “Out of Tears”, our employees are not “Happy”, and our donors are saying this is “The Last Time”. It’s time to turn the “I can’t’ to ‘I can’ and move from ‘I tried’ to ‘we did.’ It’s time to celebrate a new chorus of satisfaction scores. Come On. Let’s Rock and Roll!
Rock: Revisiting Our Foundation
Whether patients, employees or donors; people want to be recognized for who they are and what they bring to their organization. They want us to see them, to hear them, to feel their pain and understand their experience as part of the healthcare system’s success.
Patient and family-centered care, employee-centered business, and donor-centered fundraising are not just a healthcare fad, they are the core of developing the human capital and overall well-being of the organization. The centeredness, when used as an authentic practice, invites individuals into a relationship which in turn opens new possibilities for creative innovation and organizational success.
Roll: Paying Attention to Our Process
It’s important to remember relationships are dynamic and often times messy, especially in the multicultural, multigenerational reality in which we exist. As partners engaged in carrying out the shared vision of our organization, patients, employees and donors do not want to feel like ATMs that we pull from when we need something. Patients have voices that need to be heard, employees have ideas that need to be considered, and donors have souls that need to express their generosity.
Investing in people relationships of the organization should be among our top priorities. The professionals who specialize in relationships should lead the charge with outside counsel as needed. As we renew our commitment to ‘centeredness’, we need also to remember to operate from a place of gratitude and recognize the contributions of all with abundant ‘thank yous’ and in other ways that are meaningful to them.
So, come on! Catch the rhythm of what really makes our health systems successful and invest in the people who keep them running. Rock-n- Roll!