A Complaint-Free HIM Department

Transcription

1 A Complaint-Free HIM Department Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System)

2 Introduction Background Education Why the Complaint-Free process?

3 HIM Challenges Employee engagement Motivation Interpersonal relations Attitude General Malaise

4 HIM Challenges (2) Unmotivated, unengaged employees impact Customer service Patient care Employee satisfaction retention The bottom line

5 Risks & Realities People & positions can become stagnant Jobs with narrow focus Can restrict flow of new information May productivity, quality & excellence Employees with limited education often feel trapped Fewer opportunities inside HIM May foment dissatisfaction, discontent and negativity

6 Risks & Realities (2) Contributes to a negative stereotype about HIM, which can impact: Recruiting Professional development team, personal HIM s place at the table in your organization

7 Solving the Problem Management 101 Create a culture of respect & courtesy Avoid we ve never done it that way thinking Be visible; be accessible and...

8 Establish, A Complaint-Free HIM department HEY! What s wrong with complaining, anyway!?

9 Complaining Keeps the focus on what s WRONG instead of what might work (potential solutions). Keeps us grounded in the negative, impacting our health our relationships our careers our LIVES

10 What is complaining? Griping Criticizing Gossiping Moaning & groaning

11 My journey in recognizing the importance of living complaint-free

12 Why do we complain? 5 basic reasons represented by the acronym: G.R.I.P.E.

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14 Get attention Communication with others is a basic human need. Elevator Lunch room New situations Standing in line

15 Remove Responsibility Being response-able (able to respond) If I come to you and complain, I ve just passed the hot potato which means now I don t have to do anything about it Image from article Don t Play Hot Potato with your IT Security by Brian Anderson

16 Inspire Envy Also known as bragging. The wedding reception was held at a FIREHALL, and they served fried chicken can you believe that fried chicken at a wedding reception!? It was simply dreadful DISCLAIMER! My wedding reception was in a VFW Hall and we had a blast!

17 Power Complaining about someone in order to grow your team defense. Churches Sports teams (high school) Politics And at work

18 Excuse Poor Performance Complaining about something to cover our own shortcomings PennDot (road crews) Construction Other peoples behavior

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20 What can we do to stop complaining?

21 FAQ s Important to remember this is a process The average person takes 4 8 months to go 21 days being complaint-free! Many people take longer than 8 months You have nothing to lose, and so much to gain the time is going to pass anyway, you may as well spend it investing in yourself You re worth the investment

22 Bracelets & Process

23 Solving the Problem Create a culture of respect & courtesy Introduce some FUN activities at work Unite around a common cause Avoid we ve never done it that way thinking LISTEN! Commit to change for the better Don t be afraid to pick yourself up and start over again and again

24 A Culture of Courtesy & Respect Requires self-monitoring When you have the choice of being RIGHT or being kind, choose kindness. Get a trusted agent Be on EVERYONE S side

25 Fun at Work Identify simple and fun ways to engage your colleagues & employees We have a monthly contest that is open to everyone in the HIM department A winner is selected from participants each month Gift cards are given as awards

26 Examples of Work Word Search puzzles Crossword Puzzles A Gratitude Tree I Am Unique (snowflakes)

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28 Unite Around a Common Cause Collect! for a local food bank or animal shelter Create! tools to help patients more easily navigate your facility a welcome process for new employees in your department that is meaningful Develop! a process to support struggling colleagues Start! a Birthday Club where a simple card is signed by everyone and sent (or delivered)

29 Simple But not easy, We have to get up every day and make it happen It doesn t happen without us but: When we take a step forward, the energy around us begins to transform others Practice seeding positive energy into the atmosphere at work Make the choice to go Complaint-Free!

30 Thank you for your time & attention! Phone: (412) Questions, Comments & Other