"Technology does not run an enterprise; relationships do." - Patricia Fripp
"You can do what I cannot do. I can do what you cannot do. Together we can do great things." - Saint Teresa of Calcutta (Mother Teresa)
When looking at the complexity of a healthcare organization, a simple breakdown of its structure can be placed in two divides. There is the "business" side of healthcare. And there is the "clinical" side of healthcare. In many organizations, they are like two distinct camps or silos. Often fighting or working against each other versus collaborating together toward the success of the organization's key strategies.
It takes everybody. We know this to be true in organizations that want to move beyond mediocrity to greatness. Within the world of healthcare, often the doctors and nurses get all the focus and attention - and this carries out into the world in the likes of shows such as Grey's Anatomy. Yet, there is such diversity in the field of healthcare - from plumbers to technicians of sort, from folks who man the revenue cycle to those who man the boilers, from those who prepare the meals to those who prepare high tech infusions, from those who have their hands on the patients to those who never even see a patient. What a wonderfully diverse industry.
Even insiders to healthcare have a hard time knowing about, and appreciating, the departments around them - and the people in them. This lack of knowledge often makes it hard for individuals to work across departments to serve the patients well. This lack of appreciation, can lead to silos and negative work environment.
When working with healthcare organizations to plan and execute a journey to greatness, we put solutions in the hands of employee teams to build relationships, increase collaboration, and foster positivity between individuals, teams, and departments.
One important solution involves a positive communication standard we term "managing up." As we go about our days and nights in healthcare, we can manage up other departments, shifts, providers, caregivers, team members, etc. Managing up is a communication tactic that positions others in a positive light. It shows the customer, patient, co-worker, or visitor that we have respect for each other and that they are in good hands when they are handed off to others in the process of care.