Listening and taking action are the key to driving and maintaining staff morale. Frequent staff meetings and one-on-ones with each member of the team allow opportunities to make suggestions for improvement publicly or privately. We placed a white board in our break room and encourage the team members to write their wishes (opportunities for improvement, additional equipment, updates they would like to see in the EHR, etc.).
When wishes are added, the leadership team evaluates and places in one of three categories: 1) Implement Quickly 2) Planning Mode or 3) Future Project. At each staff meeting, the leadership team spends just a few minutes reviewing items on the wish list and steps that are being taken. Of course, there are occasional items that are simply not feasible and these are addressed, as well, allowing discussion with the team regarding why they are not feasible or other options that might provide the desired result. I have found that transparency and honesty is the best solution to answering questions.
In addition to staff feedback, we also seek input from our surgeons and encourage them to provide positive feedback and on-the-spot recognition fostering a “One Team” approach to patient care. It is not uncommon to see surgeons walking through the ASC, following their cases and thanking the staff for a great day.