Rebuilding Broken Trust

Recently, I had an employer cancel sixteen 24-hour shifts on me, with only 32 days’ notice. That represents an entire month’s income for me and my family. As a locum physician, this is within the terms of the contract (they can cancel with up to 30 days’ notice). However, it is rare for this to happen. 32 days was not enough for me to be able to find work to replace that shift. It usually takes at least 90 days.

I still had a couple of shifts scheduled with them the following month. The first of those shifts, I helped my unit navigate a prolonged EHR shutdown (for days). I eased their workload whenever possible. I helped with processes to ensure things didn’t get missed. I kept up the spirits of myself and my staff. The hospital thanked me by canceling the following shift with 1business day’s notice.

I won’t be working for them again. There is a huge loss of trust. Loss of trust is a driver of staff turnover, of staff dissatisfaction, and of burnout. People who can’t trust their employer won’t stick around. People who can’t leave will no longer be effective, productive employees. This creates at least unhappiness, and at worst an unsafe workplace or a toxic work environment or both. Some will stay for a bit out of a sense of responsibility, or a need to try to fix the situation for others. However, if this situation goes on long enough, you will drive away all your best talent. No one wants that.?

My takeaway is that reinstating trust requires culture change. Culture change starts with effective communication. Effective communication is a process that involves listening for people’s values; listening so intently that you start valuing the other person on a higher level. It involves staying open and curious, rather than judgmental. To this extent, culture change is the responsibility of each and every one of us. We are responsible for how we communicate with others.

?As I reflect on this, I’m reminded that a huge physician shortage is looming upon us. It is already affecting primary care. Physicians, nurses and other staff are seeking employers with good work culture and leaving cultures that are toxic. To survive in this environment, Healthcare organizations are going to need to foster a culture of support, collab@oration, and open communication. These are building blocks of trust.

If you would like more information?on how to do this, reach out to me.

Tarif "TC" Chowdhury The Female Lead Orel Everett Irith Lebovich, MD