Resistance to Developing New Processes
Janet Chasey, a unit manager on the medical floor, announced, “Hi folks, thanks for taking the time to come to this staff meeting. I’ll be very brief because I know you all have things to do and places to go. The only agenda item is to inform you that a committee is being formed by nursing administration to develop and implement a standardized approach to communication between caregivers when patients are moved from one department to another within the hospital.” One nurse responded, “It really isn’t fair to ask us to take on a committee when we are already overworked.” Another said, “It just sounds like more paperwork to me! We don’t need that!” A third spoke up, “I think the forms and taped messages we currently use are more than adequate. Why change what isn’t broken?” Janet patiently explained, “There is a new standard set by The Joint Commission. It requires that we have a standardized process to ensure that all information about the patient’s condition is shared, including allergies, potential problems, medications, and stability of vital signs.” She further explained, “The whole purpose of this is to make patient handoff safer, and I know that is your concern too. Maybe one or two of you might like to be involved in developing the process and help shape the direction it takes.” Elsa, who had graduated from her nursing program the previous year, spoke up, “I have never been involved in setting up a policy or procedure. It would probably be a good thing to learn. You can put me down for that committee.” By respecting their concerns, explaining carefully, and pointing out shared goals, Janet was able to achieve her objective of having a unit member participate.
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