Assuming New Responsibilities (New Sheriff in Town!!)
I just took over as the Chief of Clinical Services (telemed will also fall under me once we have stood up our program). What is interesting is how much the person can define the position. My predecessor was a gold mine of healthcare knowledge. His expertise far outstrips mine. But...he ran into problems with the staff because he is, quite frankly, a very blunt individual. (You NEED me on that wall!)
I have had some good success so far instituting procedures to keep my folks in the loop. Even office layout reorganization has been modified so that I have closer contact with my secretary and enlisted subordinate. Here are some lessons learned:
1) People WANT to be a part of something bigger than themselves. Example of success: Central Appointment phone clerks are beginning to realize I am not BSing when I say they are the visible representation of our hospital. How we interact with our patients when they call to get an appointment sets the tone for the entire healthcare process. It may (I don't think this is a stretch either) have an impact on outcomes. If you are generally happy about how you got your appointment, you will be more open to the idea that your provider is a good guy/gal. And 'bedside manner' has been linked to patient perception on their quality of care.
2) Office layout can have a not-so-subtle impact on effectiveness (duh!). I have opened up the corridor between my office, my secretary (who I share with my boss...but I am her direct supervisor), and my enlisted subordinate who helps me with staffing issues. We can now coordinate efforts much easier because its an easy trip from office to the other. Just by opening up two doors that sealed off my predecessor from the outside world.
3) Procedural changes are key too. I have been teaching my folks to leverage Outlook's appointment making capabilities. They can open up my calendar and see my schedule. This is critical for the Patient Advocate who handles patient complaints. I am the next step in the process to mediate disputes and often will meet with patients (have one scheduled for next week). My next step is to teach my secretary how to screen my emails.
Much more to share but suffice it to say that meeting folks as the incoming guy in THEIR environment pays huge dividends. And elimination of an 'isolationist' perspective. And so on. I am hoping this has a lasting affect on what we are all here about: taking care of patients.
8:00:02 PM 
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