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    Running a perfect clinic

    A lesson from the sports world: Sometimes good for all is better than perfect for one

     

    While you might feel it is good to have the lead thinking ahead, what she really did was:

    1.  Look at how her clinic was being slightly stretched, and decided to keep the strong technician (Sara) that I was sending away and instead sent the “weaker” technician (Peggy)—thereby, her clinic remained strong and “excellent.”
    2. Involve two other clinics (making a complicated four-way switch versus just a simple two-way switch). Now there were technicians all over the road in the early-morning, rush-hour traffic.
    3. Put a new person, who was being sent to “save the day” in the potential line of fire.
    4. Override me, and then informed me of it after the fact. There was no changing it after it was done.

    Throughout the day, a discussion commenced of where Shawn had gone astray, my perception of why she did this, and the errors of her thinking.

    I absolutely need and want her to be thinking and making decisions, but in a global manner not an individual manner, thereby ensuring her clinic world was running perfectly.

    More from Diana Graves: Every clinic has cast of 'characters,' but how to manage them is key

    Instead of everyone having a chance to run “good” on this crazy morning, she jettisoned two clinics so they ran minimally “fair” and then ensured her clinic ran perfectly. Sometimes good for all is better than perfect for one.

    The leads/managers will begin to do things quietly below the radar to ensure their clinics run smoothly, and that they remain basking in the glow of success, even if it is at the downfall of someone else. This cannot be allowed to occur

    Managers/leads need to be thinking constantly of the whole picture and not just the small, individual frames of snapshots.

    I am not saying these are heinous, premeditated acts to tank other leads—because they aren’t. It is human nature to survive, and to them, they are simply surviving.

    You may see another example of this in this instance:

    Every time you call a clinic, Angie, a general technician, answers the phone instead of the lead technician. When you ask where the lead is, you are told he or she is in a room seeing a patient. When you ask the lead “why” the general technician is always answering the phone or the physician’s bell, the reply will be: “We were behind, and I am faster than them, so I had them ride the desk.”

    Instead of correcting, mentoring, and advising Angie to improve her speed, the lead “hides” her at the desk and pushes her to the side. All is well, but Angie is failing.

    Lastly, there are going to be times when all hell is going to break loose. It happens!

    Next: "I am sure there will need to be a Bloody Mary involved"

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