Service Examples
Leadership
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One of the more exciting leadership skills is to empower others and let others take credit for success.
As a young hospital administrator, I was in charge of a rather large unit of 5 wards serving about 150 inpatients. We were preparing for a survey from the federal government. The usual procedure was that each unit has one ward surveyed. I had a very dedicated staff who really cared for the patients, but historically had not been trained for surveys. My training for staff was that every ward had the correct postings, patient charts were uniform and met all survey standards, and most important, the staff, instead of fearing an outcome, were to talk proudly of the incredible work they do for the people they serve. This was not usual as administrators usually would try to monopolize the conversation with surveyors, fearing that staff will give the "wrong" answers.
The large hospital had 12 units to be surveyed. The hospital failed the survey, which meant much work for corrective actions and prep for a follow-up survey. The report given to the hospital hierarchy was quite interesting and entertaining. On every single survey area, the hospital was cited, with the exception of the ward they visited on my unit and the surveyors were particularly complimentary about how knowledgeable the staff were and how caring they were for the people they were serving.
Meeting with staff to share the results, as one could imagine, was quite exciting. I pointed out that, as an administrator, I do none of the work, and they do the amazing work for patients and families.
Of course, my administrator peers felt I had made them look bad, and I became a pariah, a position I accepted with much pride.
By the way, it did lead to my eventual promotion.
The people who do the work deserve all the credit.
Sports Coaching
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A young man that I had coached previously was swimming for a different team. His Dad called me to ask if I would be his son's on deck coach for a meet that his son's team was not attending (common in swimming). This was a Long Course meet in a 50-meter pool and his son was wanting to set a team record in the 200-meter butterfly, a grueling event. His coach approved for him to come to the meet.
Much of sports coaching is getting the athlete to believe that he or she can accomplish a goal.
I worked with the swimmer in the warm-up pool. His technique looked good, so time for the mental coaching. What is your best time in the 100-meter butterfly, I asked. He told me, so next question is how fast are you going to swim the first 100. He responded about 5-6 seconds slower than his best time, a typical response. You are here to set a team record, are you not, I replied. He shook his head yes.
So here is a secret of the first 100 in the event. You take it out within 3 seconds of your best time, since you have to make a turn at the 100- meter mark. The second 100 all depends on how you feel that day. It may be there, and it may not be there. Do you understand the strategy? This may be the day. A serious swimmer and young man, I rarely had seen him smile.
As you can guess, he swam a great first 100 and he crushed the record. The smile on his face is what I had not seen before, and Dad and Mom were, of course, ecstatic.
Believe in yourself, be challenged, and make a plan.
"Don't Take No for an Answer" Staff Challenge - The Christmas Miracle
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Reviewing a patient chart one day, I was struck by the fact that, although he knew his name, he could give no contact information. No prior history was known, even his age being a mystery. He had been hospitalized for 5 years at that point and could have been discharged but for the lack of information.
I went to the Social Worker and explained the situation, told her that I knew she had the skill to find out who this person is, and find information needed for a discharge plan. What do you need to solve this problem, I asked. She asked for us to brainstorm, and I suggested that he be considered a missing person. "Well, I will need help from law enforcement," she added.
Calling our Safety Department, the officers who are peace officers, were happy to join the challenge we were presenting.
The patient consented to a photo and fingerprints, and information was sent to the state as well as the neighboring state. While the Social Worker called all neighboring Psychiatric Hospitals.
I was at home on Christmas Eve when I received a call from the hospital operator, stating that the Sergeant on duty needed to speak with me. She connected me to him. He said, "Sam, we have a family, a mother and a sister, that has driven many hours to visit their relative." He continued, "It is for your "missing person," but it is after visiting hours, so I need your permission." My reply was, "Of course, if the patient is willing, please let them visit and see if this is indeed the mother and sister of this gentleman." He called me back to confirm that it was indeed his family. Staff on duty were ecstatic, and the operator, who is now part of the drama, put me through to the Social Worker at her home, so I could congratulate her.
The patient had indeed been a missing person, was transferred to a hospital in the neighboring state, and eventually was discharged to his family.
Challenging staff is a great way to work together, problem solve, and obtain a goal.
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