This is the first of a series of blog articles applying political quotes to frontline leadership. There is no intention of supporting or disparaging any candidate or party but rather learning from their words of inspiration. Only time will tell whether or not action follows the words.
“I watched my mother build everything that mattered: A family, a business and a good name.” Mike Pence.
Michael Richard Pence is the current Governor of Indiana and was named last week to be the Republican candidate for Vice-President of the United States. Born June 7, 1959 in Columbus, Indiana, Mike is a lawyer who previously served in the US House of Representatives. As stated in the quote above, Mike learned values from his mother and has incorporated them into the way he conducts himself and his business.
Putting party ties aside, there are management lessons to be learned from political leaders…and their mothers. Frontline leaders and managers in healthcare share a common quest for improving patient care, workflow efficiency and staff engagement. Let’s look at the things that mattered most to Mike’s mother and apply them to our work as frontline leaders.
Building a family
As a leader, building a team of fully engaged and collaborative workers is foundational to success. New frontline healthcare managers inherit a workgroup and must use their leadership skills to create a vision and convert independent workers into an effective team. With skilled leadership and a common purpose, over time your team will become your extended family. Teambuilding requires time, effort and basic leadership skills.
- Start building your “family” by selecting and hiring the right people. Be selective and ensure that the new hire shares your values before you bring them into your team.
- Have a vision for your team and openly share it. Meet with your team to clarify your goals and discuss your expectations of how your team will achieve results.
- Communication is essential and must be two way. As a leader, listening can be more important than talking. By listening you will learn new details from frontline workers and you will reinforce to them that their thoughts are valued.
- Empowerment of the team to resolve every issue at the lowest possible level increases efficiency and builds a sense of being valued. Delegating and then supporting the decisions of others builds their desire to be more productive.
- Trust is the glue that holds the work family together. Integrity is the key to building trust.
Building a business
Healthcare reform, combined with new Federal Regulations, have changed the reimbursement that hospitals receive for services provided to the patient. As a frontline leader, you represent not only your work group but also the larger institution. Decisions must address not only what we do but how we do it.
- Constantly review staffing and workflow to ensure that patient care is delivered in both a safe and efficient manner. Challenge your team to offer suggestions for improving efficiency.
- Know the mission, vision and core values of the institution. Ensure that your management decisions are in alignment with the greater goal of the organization.
- Build your interaction with your team based on trust, mutual understanding and an appreciation for the talents that each person brings to the group.
Building a good name
“Patient safety and satisfaction” are buzz words used by payers and repeated by upper level management at many Hospitals. Patients come to the hospital expecting that high quality care will be delivered in a safe manner AND that they will have a great experience. As noted by author Fred Lee, “Patients judge their experience by how they are treated as a person, not by the way they were treated for their disease.” To build the reputation of the organization, frontline workers must connect one on one with each patient and truly care about their experience and outcome.
- Empathy and understanding are two of nature’s greatest healing powers. Introduce yourself to patients and their families and make sure they know your role.
- Listen with good intent and a sincere desire to help.
- Ask your patients to tell you something about themselves that is not on their medical record. Your interest in them as a person will build a foundation of trust.
- Successful outcome and satisfaction arise from a daily sharing of common values with your patient.
Just as in life, building a business, a family and a good name are foundational in the healthcare industry. Our leaders must be principled, our building blocks sound, and should serve the patient and society. Our construction site must be safe and secure and the edifice we build should be a living reflection of our values – values that would make Mom proud.