I have long held the belief that, more often than not, we in health care make things far more complicated than we need to. I concede that health care delivery is complex and there are some things that can’t be reduced to three easy steps. But I do believe there is ample opportunity for health care to simplify, streamline and identify the inter-relatedness of the issues we face. One such opportunity is with patient, physician and employee perceptions about health care organizations. Wouldn’t it be great to implement and perfect just one concept organization-wide that would positively impact patient, employee and physician perceptions?
I believe it can be done. In reviewing what is most important to patients, employees and physicians separately (based on the Press Ganey National Priority Index) a common theme or concept is present in all three: involvement in decision making. Survey comments provide additional insight into the frustration felt by patients, employees and physicians when decisions are made or action is taken without their input. No one thinks the best decisions are made in a vacuum, without insight and input from those closest to the issue or problem.
Our collective action then would be to seek every opportunity to involve patients, employees and physicians in decisions. In all that we do, each one of us must ask, “Who is affected by what is about to be decided, and how do we get input and opinions from them?”
When a person or group is invited to be involved in a decision it shows respect for their point of view. Caregivers show respect for their patients by providing information about care, explaining care options and timing of care and then seeking patient preference. Administrative teams show respect for physicians by sharing information about the strategic direction of the organization and then listening and responding to physician input. And, finally, managers and leaders show respect for their employees by asking for opinions and providing opportunities for them to influence decisions, especially when it directly affects their work.
This one, simple action of consistently seeking and responding to input from patients, physicians and employees can positively impact the overall perception of your organization.
Is this too simplistic? I invite you to share your thoughts and experiences.
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