Archive for the ‘employees’ Category

Respect for internal customers goes far

Saturday, May 26th, 2007

Not surprisingly, this study reveals that hospitals with understaffed ICU units have higher incidences of infection and patient mortality. What a perfect metaphor for businesses of all kinds–when you overwork your employees to the point of stress, the results for your customers suffer. The Deming quality studies from decades ago confirmed this understanding, yet we continue to disregard it in our organizational imperatives.

Why is there such a severe nursing shortage? No doubt lots of factors count, but clearly these are biggies: nurses are consistently overworked and, compared to medical doctors, underpaid, and women now have other options where they can count on receiving a) similar or better money, b) far less stressful working conditions, c) get more respect from employers and have more opportunities for pleasant interactions with coworkers (being around disease and illness is taxing), and d) not have to work excessive overtime.

So it seems reasonable to conclude that we don’t necessarily have fewer people who care about nursing. Seems more like the practitioners don’t get the respect they deserve. And it’s the patients–that’s you and me–who pay the price. And nursing is one industry that can’t be outsourced.

If you treat your employees with the respect they deserve–fair pay, benefits as reasonable as you can afford, opportunities to learn and advance–that kind of thing is worth bragging about on your corporate blog. So go ahead–point out the good things you do for your employees. Not only will your customers respect you for it–they’ll also get better service.  Because in the area of treating people with respect, what goes around, comes around. Even when some of them work overseas…