Lessons About Excellence From a Surgery Team
I love to watch people perform who are great at whatever they do – no matter what it is. I don’t care if they are an athlete, a musician or a plumber. Excellence is a beautiful thing to see.
I had an experience last week that allowed me to both see and experience excellence “first hand.” I was both the observer and the receiver of the excellent experience. I had cataract surgery. I don’t know if you have ever had this procedure, but it is “a miracle of modern medicine.” I won’t go into the detail of what happens because I do not have the ability to explain it. All I know is that it’s an amazing process.
As I prepared for the surgery, it was obvious to me that everyone who worked at the surgery center had a very specific focus -the patient! Not just me but everyone who was scheduled on that day. So here are some of my observations about the experience:
1. When I arrived, the person who “checked me in” was kind, calm and highly organized. Since we are in the middle of a pandemic, she explained all of the new procedures that they are following in order to keep everyone safe. She made sure that I understood the new rules and that I was comfortable with them. So, when I entered my first impression was positive – as it should be.
2. When I was notified by the nurse that it was my turn, she was smiling and upbeat. She knows that this is an “anxiety filled” time so she did all she could to make me comfortable. She reviewed everything that was going to happen and kept checking with me to make sure that I understood. Her communication was clear and concise.
3. I was then turned over to a team of nurses who “prepped” me for the surgery. They made sure that I was comfortable, started an IV and administered eye drops. They continuously checked with me to make sure that I was doing okay and if I had any questions.
4. The anesthesiologist came by and told me what I would experience. He was clear and made sure that I understood. (he even tried to make me laugh)
5. Finally, the surgeon talked with me. First he made some small talk and tried to make me comfortable. Then he explained the process of removing the cataract and what I would experience in the operating room. He did a FANTASTIC job.
6. After the surgery, one of the nurses explained all of the “next steps.” What I need to do (use eye drops) and when to see the doctor again. It was very detailed but easy to understand.
At the start of this article I said that I love to watch people who are excellent at what they do. Everyone at this surgery center was GREAT! Here’s what I observed:
· All team members know their job in detail and they have the ability to explain the details to the patients in a way that they understand. (Not always easy)
· They know that surgery causes anxiety, so they do everything they can to reduce it.
· They understand that knowledge is a great thing. They also know that they must turn that knowledge into execution – and they do!
· Follow up is critical – I received a call 3 hours after the surgery from one of the nurses, She was making sure that I was okay and had no pain.
They all performed their roles with excellence!! So here are some challenge questions for you.
Do all of your team members understand their roles and how the execution of their role impacts the big picture?
Do team members operate with the best interest of the customer (both internal and external) in mind?
Are team members demonstrating empathy for the customer?
I continue to believe that every job has two distinct parts:
Part 1: The “technical” skills that are required to perform the job with excellence.
Part 2: The “people” skills that are needed to work with customers in a way that makes them feel good about doing business with you.
Until team members have mastered both parts, performing with excellence is almost impossible. The team at the surgery center is excellent. They have mastered both parts.
As I was going through this experience I kept thinking about the quote from Aristotle, “We are what we repeatedly do. Excellence, then, is not an act, but a habit.”
Has your team developed the right habits?