UPDATED: Let’s Talk

ksbpulseUncategorized3 Comments

“Where have you been? I haven’t seen you around in a while.”
I seem to be getting that question more often lately. In spite of being “there” a high number of hours per week, I’m not “there” where our most important people–our patients and you, the KSB staff–need me to be.
I consider myself a servant leader. It’s my job to clear the path for you to provide world-class care and win every patient encounter.
I recently put a great deal of energy and effort into a project. I was truly proud of the result. I thought (and still do) that we achieved the best possible outcome. A few weeks after the project was concluded a trusted colleague asked to meet with me. She informed me that the people involved in the project were disappointed that I didn’t get over to see them.
It took a great deal of courage for this person to tell me exactly how
she felt… and she was exactly right. It hit me like a ton of bricks. I
was doing everything right with the x’s and o’s, but I had missed badly
on staying connected to those affected.
So what am I going to do about it? Here’s where you come in.
I believe deeply that rounding works. We have seen tremendous improvement in our patient satisfaction and safety due to hourly patient rounding, and I feel one factor in our consistently high employee satisfaction scores is staff rounding.
I would like to invite you to call my Administrative Assistants, Michele Carr and Marjie Lundquist at ext. 5501 and schedule a time for me to spend some time with you. 15 minutes should do it. I’ll ask you the following questions:
1. What is working well today?
2. Are there any individuals I should be recognizing?
3. Do you have the tools and equipment you need to do your job?
4. Is there anything we, the leaders, could do better?
5. What else would you like me to know?
That’s it. Short and sweet… and I can’t wait to get started. 
– Dave

UPDATE: We’ve scheduled 6 appointments already–call in today to schedule your time!

3 Comments on “UPDATED: Let’s Talk”

  1. Dave,

    Respectfully, I don't think that this is really accomplishing a resolution to the complaints. Notice, people want to "see" you around. By allowing people to schedule a time for rounding with you, you are essentially making the point you can fit them in your schedule. You aren't making a point to actually be seen.

    Many people in fact do not want to speak with you on a specific topic. For most, just having you in the "public eye" is what is desired.

    Of course, how you want to handle the comments from your employees is up to you. But I do know that for myself, and *all* others I have spoken with, this attempt to solve the problem is a problem in and of itself.

  2. Thanks for sharing your thoughts. The invitation to schedule some time for us to talk is just another option to promote communication. We have The Pulse, which you can read and comment on at any time, day or night. I also listen to ideas and answer questions from employees throughout each day, in meetings and in hallways. We also host quarterly employee forums and meals with the administrators. And if you’d like to set up a time to talk, this is an invitation to do just that. It's a part of our commitment to employee rounding–to clearing distractions and sitting down to talk about specific questions with fellow employees; though not a replacement for your regular communication and problem resolution channels through your department director, Vice President, or Human Resources.

    Different people prefer different methods of communicating, and we’re doing our best to provide plenty of opportunities and to improve in areas we could do better.

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