Outpatient Surgery Magazine

Her Loss, Their Gain - October 2019 - Subscribe to Outpatient Surgery Magazine

Outpatient Surgery Magazine, providing current information on Surgical Services, Surgical Facility Administration, Outpatient Surgery News and Trends, OR Excellence and more.

Issue link: http://magazine.outpatientsurgery.net/i/1174852

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Page 20 of 126

ing on it. It's important for employees to know we're not blowing off the issues that are important to them. Our leadership team meets weekly to discuss all pressing issues at the center. Before the meeting adjourns, everyone agrees that staff members will get the same answer to a question, no matter who they ask. We don't always agree on decisions that are made, but we're committed to sharing a consistent message. Show appreciation Employees are encouraged to deliver written kudos to their colleagues, and those who receive several of them receive $5 gift cards or other small giveaways. We've also established a new employee recognition week. Employees know that although we call them into our offices often, it's not always to call them out. We're now making more of a concerted effort to let every staff member know they're doing a good job. That simple gesture goes a long way to increasing their overall satisfaction. Proof positive One employee was particularly difficult to manage. We met weekly for about 20 conversations in all. It was awful at first. There was anger, tears, denials and a lack of awareness. But we worked together on how they could improve. The employee eventually told me she real- ized how her behavior negatively affected her teammates and thanked me for helping her grow as a person and as a professional. Hearing that type of feedback from a staff member was extremely rewarding, and inspired us to ensure we continue to work in a supportive and positive environment. OSM Ms. Rowe (laura.rowe@scasurgery.com) is the director of nursing at Lakeside Surgery Center in Omaha, Neb. 5 O C T O B E R 2 0 1 9 • O U T PA T I E N T S U R G E R Y. N E T • 2 1

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