As a nursing professional, I hold special affection for nursing leaders and their commitment to providing the highest quality of patient care. After all, that is what it is all about, that is the reason we chose the profession. However, that seems like an over-simplification with the challenges that are presented in the roles as Chief Nursing Officer, Vice President of Patient Care and Director of Nursing.
In my effort to identify these challenges, I polled a number of leaders to provide insight into the nursing issues that seem so prevalent within our acute care organizations. This is what I heard:
Ø One of the greatest challenges is finance: budgets, decreasing the cost of delivering services and the business of patient care; helping others to see it, understand it and manage it. Because of these realities it is easy to lose sight of our purpose. In Fred Lee’s book “If Disney Ran Your Hospital” he discusses Disney’s business model which “focuses on how to improve the guest’s experience instead of how to provide better service.” “We need to shift the service excellence paradigm.” “Hospital guests do not talk about the service they received, they talk about the experience they had.”
Ø Staffing and retention of good clinicians continues to be a major concern in the competitive world of healthcare. There is always a competition for talent and frequently it is tempting enough to recruit nurses away. Hiring and keeping an adequate number of nurses with the competencies required is a constant struggle. Leaders who inspire rather than direct show better retention outcomes.
Ø A huge challenge is to achieve an engaged nursing staff. So frequently, a nurse’s work becomes mechanical, therefore giving them less time to engage with the patients. Fred Lee tells us “When hospital personnel view their work as engaging the patient in a memorable experience, instead of just trying to give excellent service, the shift is one of substance, a true paradigm shift.” Many feel it has become more difficult to have joy in the profession, love the science of it, and use the gifts we were given. We want our nursing professionals to be there for the right reasons and attain the career satisfaction they have hoped for. Engagement could be the key.
Ø Lastly, if nursing leadership reports to a CEO who does not walk the floors, there is a disconnect between the mission of patient care and the numbers. Often there is a struggle to have a seat at the executive table representing nursing and acting in the role as advocate for patients. In this climate, experiences and satisfaction suffer – for nurse leaders, nurse staff and patients.
The purpose of conducting this exercise is not to over dramatize what is difficult, but to recognize your efforts. I voice all of our appreciation ……..we get it, and we thank you.
Kathleen Kuffner is a Senior Consultant at First Transitions, Inc., a corporate-sponsored career transition and executive coaching firm specializing in the healthcare field. She can be reached at 630/571-3311, 312/541-0294 or at kkuffner@firsttransitions.com. You can also visit the website at www.firsttransitions.com.
