This past weekend Shirley, Elisa, Lesley, Cheryl and Karen attended the Allergan Advantage Series at Langdon Hall. Langdon Hall is a beautiful estate hotel in Cambridge that offers a 5-star restaurant and Spa, along with luxury accommodations. But unfortunately our lovely staff we not here for the massages. They were there to learn from the world-renowned speaker Stephen McGarvey. As the facilitator and keynote speaker of the day, his goal was to talk about improving patient relationships through enhanced communication, trust and understanding.
We have attended meetings in the past that focus on similar themes since developing a strong bond with all of our patients is imperative to the overall level of trust that is achieved. We always find it very interesting when we force ourselves off the hamster-wheel to discuss what ICLS is truly all about. In theory we know it, because we live it every day, but it’s a whole other ball game when you sit down as a team and discuss it openly!
One of the greatest compliments we get from patients and industry is that from the moment you walk through our doors or visit our website; it is crystal clear what ICLS is all about. About 2 years ago ICLS was asked by a group facilitator to create a Team Charter that describes exactly who we are. We determined that ICLS can be characterized by the following:
RELATIONSHIPS & FAMILY
LOYALTY, SUPPORT, RESPECT & COMPASSION
INTEGRITY & SAFETY
PROFESSIONALISM & KNOWLEDGE
POSITIVITY & HAPPINESS
We couldn’t believe it, but this facilitator asked if he could use our fully written charter as an example for other organizations he was working with because he had never heard such a well-representative picture of an organization’s culture that had so much character and personality. Obviously we were flattered!
All of these characterizations of our culture we know are true; but when ICLS is your everyday reality, sometimes you take it for granted. We also catch ourselves striving for a level of perfection that some would consider unrealistic. But that really is just who we are! We always want to deliver our very best selves to every patient who walks through our doors.
However, striving for perfection can be a double edged sword. If we receive a negative review online, or a patient expresses that they didn’t receive the service that they expected, it can be quite heart-breaking. Don’t get me wrong, I will be the first person to accept constructive criticism with open arms, as that is how you continue to improve and more forward. But when you think you’re doing everything right and you can’t fulfill an expectation, it can be quite heart wrenching. Similarly, it’s particularly hard to swallow when the solution seems outside of our control. You may think heart-breaking is a strong word, but I don’t know how else to explain it when we take the feedback our patients give us so seriously. Thankfully, we have so many patients that give us such kind and heart-warming feedback that it allows us to feel proud of our accomplishments and know that we’re working in the right direction! And believe me; we make sure to share all of these comments (the good, the bad and the ugly) with all of our staff. But I’ll tell you, there is nothing quite as uplifting as a positive comment shared amongst our whole team in the middle of a very busy or stressful day.
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All of the attending members of our staff had extremely positive things to say about their learning and how it’s going to impact their team and their department. So please stay tuned as we continue to make tweaks, modifications and changes that will allow us to bring better care to you…our patients who we so strongly value!!!