RASHAD: Hey, Marsha. Thanks for taking a moment to talk with me.
MARSHA: I’ve always got time for you, Rashad. What’s up?
RASHAD: Well, it’s just.
MARSHA: (concerned) Hey. Is everything okay?
RASHAD: It’s these staffing cutbacks.
RASHAD: I’m frustrated because I feel like I can’t provide the quality of care to patients that I should be able to provide.
MARSHA: (surprised) Oh. Okay. Tell me a little more about what’s going on.
RASHAD: Well, there’s less staff on the floor now, meaning I’m handling more patients and getting to spend less time with each patient.
RASHAD: Like, that patient who got upset when we were discussing vaccinations. She didn’t have all of the facts, so what I wanted to do was take the time to, y’know, ask her what she already knew and what her questions were, like we’re supposed to.
MARSHA: We talked about that, Rashad. I know you and that interaction. I’m confident that was just a blip.
RASHAD: I hope so. But, the reason it happened was, there wasn’t enough time. I was asking necessary questions. She got defensive. But I knew my next patient was already waiting and, I just feel awful that I couldn’t take the time with her that was needed. And I want to make sure that doesn’t happen with other patients.
MARSHA: I know it’s been a challenge.
MARSHA: But that’s why we have our new procedures in place. They’ll help you stay consistent with each patient and avoid bad experiences. That’s the hope, anyway.
RASHAD: Yeah, but the thing is, I do think the team is committed to patient-centered care but, right now, I don’t feel like that’s happening.
MARSHA: Okay.
MARSHA: I hear your concern. I do. But we just started our new approach to staffing, and, look, I know it’s a change in how we’ve done things in the past. And change can be, uncomfortable. I count on you, Rashad. I wanna help you navigate this.
RASHAD: What’s the best way for us to balance the increased case load with patients’ needs?
MARSHA: The biggest thing is to follow the protocols we’ve established. That’s the guide we’ve provided to help staff navigate the workflow of a typical patient visit.
RASHAD: I’ve been following it, and it helps, but I still end more patient visits than I’d like asking myself, “Was that enough?”
MARSHA: Well, the protocols are meant to lay the foundation of consistent, high-quality patient care. Then, it takes buy-in from all of you, for everyone to trust the process, for those plans to be fully realized and show results.
MARSHA: I’ve heard some of these same concerns from a couple people on the team, but you’re the first one to actually seek me out to talk about it.
RASHAD: I just, didn’t want to risk this flying under your radar. It’s a real thing.
MARSHA: I get that. I’m just working hard right now to help get us through this transition. That’s what I’m asking from the team, as well. Work hard and help get us to the other side.
COACH: Look to reframe Marsha’s concerns by using neutral “I” statements of Rashad’s observations or feelings.
RASHAD: It’s not just about working harder. I feel like the harder I work, the more cases I get, and the harder it is to feel like I’m giving each patient the care they need.
MARSHA: (sympathetic) I can see how that could feel, daunting. Sure.
RASHAD: And, if you feel like you’re not able to give each individual the care they need. It doesn’t matter how hard you work. It just, wears on you.
MARSHA: In my job, you see your staff get burned out a lot. Too much. Sometimes it’s tough to know what’s causing it. So, I appreciate you sharing that with me.
MARSHA: How about you, Rashad? I hope you’re doing what you need to do to take care of yourself.
RASHAD: (shrugs)
RASHAD: Well, actually, are there.
RASHAD: What resources do we offer to help with distress?
MARSHA: Do you know about our E.A.P. program?
RASHAD: Um, no. What’s?
MARSHA: It’s a service we offer that helps employees and their families cope with day-to-day challenges all the way to crises or other stress-related situations. We work with a counseling service that, well, I’ve talked to some people who have used it and, they said they were really supportive and, you know.
RASHAD: Oh, I, I’d seen E.A.P. on a form or something before, but, didn’t know it was an option.
MARSHA: I should probably talk about it more, because I’ve seen it be a great resource for people.
RASHAD: First, I wanna say,
RASHAD: I’ve heard from people that they’re pretty stressed. They might not have had the same difficult experience I did, but they’re feeling the strain of the increased load. They’re worried they might miss something by having to go faster.