Post Surgery Reflections

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I recently had major surgery, and spent six recovery days in the hospital. It is something I’d prefer not to do again. However, it was also a first hand opportunity to observe the importance and power of being “People First and Customer (Patient) Obsessed.” This is one of the key principles of the IcE10 system I teach and apply with clients.

Let’s say the hospital focuses on being patient obsessed first, and THEN people, rather than vice versa. The administration might focus on the patient journey and key experience differentiation. They might also exhort staff to treat patients well. This is all good, of course. However, when an organization looks at that patient experience through the eyes of the people delivering the experience FIRST, everything is done to help equip that care team to give hospital visitors the best possible experience. The mindset is 100 percent giving each service delivery person the tools, systems and process to help make them look amazing. It’s incredible how much easier it is to give customers a “looked after” feeling when you have the necessary equipment to give exceptional value. 

There is a felt difference when an organization devotes itself to being people first. The following are examples of indicators that this principle is working well. 

  1. Reliable processes are very specific and clear at every step of the patient journey . Other than perhaps regulatory or compliance obligations, processes are value streamlined and do not require apology.

  2. Every delivery person is equipped with the best possible tools/gear they need to provide the best possible outcome (not necessarily the most expensive). However, everything is fit for use. 

  3. Housekeeping and cleanliness is impeccable (a place for everything, and everything in its place). The organization needs to be fanatical about this. 

  4. The focus is on proactive value versus service recovery when things go wrong. When done well, the patient feels a positive “wow.”  The goal is to minimize the need to apologize.

  5. Because of highly tuned and values driven reliable systems and processes, the efficiency for all involved is evident. 

  6. The service team’s leadership is totally focused on engaging the staff as THE source of continuous improvement, and occasional 10x improvement. This is urgent and relentless. 

  7. There is high morale and confidence, individually and collectively. 

The execution and leadership message in this blog is that the number one priority of every formal leader is to design and create “People First” experiences that make staff members look heroic. Imagine what the delivery experience is like when the recruitment process ensures that people embrace the values of self-accountability, respect and abundance . Give these folks the best possible tools/processes/systems and they become unstoppable. Plus the market soon learns that this is THE place to work. Why? Because even though days are hard and imperfect, workers conclude the day by not only bringing their best effort, they are equipped to be their best! 

Too often, I see leaders try to coach people how to navigate through, and live with lousy processes. Adding to the insult they often look to add superficial tokens to compensate (donuts/ pizza/ping pong tables, etc). 

A “People First” culture cannot be achieved by people working on this from the corner of a desk. This has to be 100 percent of leaders’ and key other’s jobs. I’d argue that every single staff member needs to spend 10 percent of their work year away from the daily routine to formally focus on improving “People First,” value driven processes. 

In my experience, while the health care staff I experienced was admirably responsive, they would score a 5/10 on this principle. What an opportunity! 

Think Big, Start Small, Act Now, 

- Lorne 

One Millennial View: While we revere those in the healthcare industry, FIRST we need to remember they are PEOPLE (doctors, nurses, all of them), which is sometimes easier said than done. Despite the intelligence and diligence necessary to graduate medical school, nursing school, and accomplish residency, the first deal before the hippocratic oath is a supreme dedication to the craft (being on call, and accepting it’s an unforgiving environment for mistakes). It’s a special field that is not for everyone, however, everyone will need treatment from time to time. That being said, if we can ensure our medical professionals have the best tools to be patient first, then how much better would our hospital visits become? A great opportunity to turn a scary place into somewhere a little less spooky. Happy Halloween! 

- Garrett 

Edited and published by Garrett Rubis




 

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