Patience is a virtue?
This week I have witnessed some very poor business management, or more to the point, no management at all. As it was in a hospital I have also come to understand how the word “patient” has become the word used for those “customers” who are in hospital, because you have to be exceedingly patient when you are in there.
This is not a piece bashing the UK National Health Service. The NHS is great when you have an acute problem. Emergencies are usually dealt with very well. Our local plaster room has always seemed very efficient, but the key there is that the staff in there take responsibility for their own work. They are skilled and they move things along.
A good start
We had to go to a surgical assessment unit. We were told that the patient would be there five or six hours while she was being assessed and the tests were done. She was checked in quickly and efficiently. They took blood fairly early on and the patient was examined a couple of times soon after arrival in the morning.
The ward was not especially busy. In the afternoon several patients were taken down for X-rays. Our patient was left to her own devices, and it was just as well she had a good book to read. However at around 7 in the evening when clearly nothing had happened for hours, she asked to be collected as she thought they must have finished with her and she had been told she was fit to go home.
When I arrived, the patient told me she was now supposed to be going to have an X-ray. A porter duly arrived and wheeled her off. Fifteen minutes later they were back. The lady had been rejected by the X-ray department because she was still in her day clothes. She offered to put on one of their gown there and then, but was told she would have to return to the ward to get one.
Now be-gowned she was wheeled off again. Fortunately the porter managed to keep her place in the queue from the previous visit, which was the only initiative shown by anyone all day.
We escaped from the hospital at 9 in the evening. I was starving and while I had been waiting I had sought food in the canteens and hospital coffee shops, all of which had closed. The patient had been fed a rather disgusting shepherds pie in the hospital.
Blaming the management
I found the hospital nursing staff and admin people to whom I spoke very pleasant. I am sure they are good people. It was no good complaining anyway. Clearly there was no organization or management. Many of them were sitting or standing around most of the time, and it did seem that they were over-resourced when we hear so often that the NHS suffers from staff shortages.
It seemed to me that the staff were in the wrong places. Also, in the absence of hands-on management and being told what to do at each stage (often not a good idea as it damages self-esteem), workers do need to be allowed to use their initiative and take responsibility as in the plaster room. Empowerment of the workers to think for themselves within certain constraints leads to greater efficiency and, very importantly, they will be happier and more confident.
I have always believed in largely hands-off management but not in no management at all. Managers should be friendly with their charges because that encourages loyalty, which again promotes good work. You really can’t beat giving your employees responsibility for their own domain in an atmosphere which encourages them to report problems without any fear of criticism. Then you have a really efficient productivity model.
It is a shame when good people are not allowed to be at their best in the workplace. It is a terrible waste of their abilities and a dreadful waste of money.
We wouldn’t run a business like that would we?