MARSHA: Like I said, I’ve heard some of this from the team already. And that’s why I’m here. You’re supposed to be able to come to me with concerns. If something feels off to you, I might not be able to change it overnight, but I’ll listen.
RASHAD: I appreciate it.
RASHAD: So, how can the administration help?
MARSHA: I want you to know that I take what you’ve told me today very seriously. I’ll make sure it’s discussed among the rest of the section heads. I really want to find a way to help you here, and talking openly and constructively like this is the best thing you can do to help me help you.
RASHAD: I’d really appreciate being kept in the loop, if that’s possible. How can that happen?
MARSHA: Let’s set up a meeting in a couple of weeks. I’ll update you on how things are going, and you let me know how you’re handling the case load. How’s that sound?
RASHAD: That sounds good. Thanks!
JOSEPH: Later, Rashad receives an email from Marsha. It reads,
Rashad, we’re an organization that places the highest value on patient-centered care, and I appreciate you pulling me aside today and expressing how you feel we can better uphold that value. I agree that there are effects of the new policy that leadership can further consider. We’ll have those discussions and see what we can do. If you have any ideas or suggestions, I’d welcome your input.
The important thing is that we continue to communicate openly about anything that could potentially impact our team or patient care.
Best, Marsha.
Effective Dashboard Example:
Overall Result: Exemplary
Marsha heard loud and clear that staffing changes are impacting patient care and that leadership needs to discuss the situation. She’s taking steps to raise the issue and she’s open to more input from the team.
Feedback on Techniques: