Last Friday, I visited a hospital in the Charlotte, NC, area. In the waiting area, I saw the following sign:
Yes, there were a few typos (you want me to turn into the
staff and then into a Nursing Supervisor?), but the most awkward thing
about the sign was the date: 2007 – that was… 4 years ago!
Something else that caught my attention: The nurses have to document their name, the date, etc. on a white board in each patient’s room and answer the question: “What does excellence mean to you?”
On the board that I was looking at, a nurse had written: “Do a great job.”
Can you imagine the hassle?! Each time a nurse is trying to take care of a patient, he/she has to get out a blue, green, red or black marker and write something along the lines of Do a great job.
The atmosphere in this hospital felt mechanical, lifeless. I sensed a disconnect between management/administration and the front line staff. That’s pretty common, I suppose.
What are some ways you can stay connected with your staff and/or customers?