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Healthcare Edition
Volume 1, Report 2
from
Twyman L. Towery, Ph.D., LFACHE
Rule 31 Listed Civil Mediator
Speaker * Author * Consultant * Facilitator
Website: http://www.twymantowery.com
Email: tt@twymantowery.com |
Twyman Towery has
over 30 years experience as a hospital CEO and corporate executive, plus
16 years experience as a speaker, consultant and author. To view a partial
list of Twyman's previous clients: http://www.twymantowery.com/speaker.htm#aclient
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In This Report |
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NOTHING FOCUSES THE MIND BETTER THAN
THE SIGHT OF A COMPETITOR WHO WANTS TO WIPE YOU OFF THE MAP! -
Wayne Calloway, CEO Pepisco, 1991
1. COMPETITION
In the healthcare
field today, there are plenty of people out there who would just like
to literally wipe each other off the map. It is a very different atmosphere
than when I first entered the program in Medical and Hospital Administration
at the University Of Pittsburgh Graduate School Of Public Health in the
early 1960s. We were taught that the future of hospitals in particular
and health care in general lay in the ability of providers of all types
to work together for the common good. Institutions would share personnel,
equipment and facilities to bring about economies, efficiencies and quality
health care for all. To treat health care as a business like any other
"widget" industry was considered blasphemy. Well, we all know how that
philosophy turned out.
HealthCare is an
extremely competitive field. Everybody doesn't work together. What kind
of care people receive largely depends upon what kind of insurance they
have, or how much money they have accumulated. Certificate Of Need decisions
have become political footballs. Competition is the norm between professions
and organizations and, maybe most of all, within organizations.
It's not necessarily
a pretty picture, but it is present day reality. So if we've got to compete
- let's win!
This is the second
edition of The Towery Report - Healthcare Edition . We've
all read quotes that extol the virtues of attitude, competition and other
standard management mantras, but as we get caught up in the small stuff
that is part of everyday business and professional life, we often lose
sight of our long-term objectives.
The Towery
Report strives to help you keep these objectives - IN
PERSPECTIVE.
2. A MATTER
OF PERSPECTIVE
The great philosopher
and pretty good baseball player, Yogi Berra, was notorious for swinging
at bad pitches. One day at bat he swung at three consecutive high pitches
and struck out. He was still shaking his head in disbelief when he returned
to the dugout. Yogi's teammates waited expectantly for the inevitable
explanation. They weren't disappointed. Yogi exploded, "How does a
pitcher that bad stay in this league?"
But Yogi never became
known for culling bad pitches. Grit, yes. Determination, yes. People skills,
yes. Discriminating pitch selection, NO. He just liked every single pitch
too much to change his ways.
Experience is a wonderful
thing. It enables you to recognize a mistake when you make it again.
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Health Care Logic
Why do drug stores make the sick walk all the way to the back of the
store to get their prescriptions while healthy people can buy cigarettes
at the front?
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3. TODAY'S COMMUNICATION
TIP
Be Uncomplicated
Albert Einstein
was once asked why he had stopped reading the works of Sigmund Freud.
He observed, "Life is just not that complicated."
So it is with communicating
ideas from one person to another. Charts, power point presentations and
reams of statistics all have their place. But your audience, whether it
is employees, colleagues, associations, or your family, wants to hear
what you know that can make their lives better. If you can do it with
humor, then so much the better. But they want straight talk that will
help them improve their situation. Complicated communication of any type
is often a cover-up for person's inadequacies about the subject or themselves.
Many corporations
and businesses distribute my books among their management teams to help
instill the type of culture they desire in their organization. I am often
told my books seem uncomplicated, but reveal truths their management team
can grasp and can then put into action. It is a great compliment and a
constant challenge. Believe me, it is a lot harder to write the books
this way than to use fact-laden, but dull, prose.
Even as a young boy
I understood Will Rogers. I find his comments as fascinating today as
I did then. He communicated with everyone, regardless of education, income,
or social status. For example:
"There's no trick
to being a humorist when you have the whole government working for you."
-Will Rogers
That statement
is as true today as when Will Rogers first penned it. It is uncomplicated,
but profound.
This is how people
want to hear you talk!
In the health care
field, we get into trouble with patients when we insist on explaining
things in our terminology rather than theirs. Numerous studies have shown
that lawsuits are much more likely to be instituted when the patient feels
they are "talked down to" by a health professional. How well we relate
to others is simply a matter of choice on our part.
Be uncomplicated!
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"Be careful what you pretend to be, because you ARE what you pretend
to be." - Kurt Vonnegut, Jr.
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In this time of constant "change' within organizations,
INTEGRITY has never been more important. If "change" is the
key buzzword within your organization and the "troops are getting
restless", NOW is the time to have Twyman Towery share his "Change
is Opportunity" message with your management team or entire organization.
Don't wait until it's too late. Call (615) 370-3587 now or e-mail Twyman
at tt@twymantowery.com
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4. MAJOR BUSINESS TURNOFF
NOT BEING
RESPECTFUL OF OTHER PEOPLE'S TIME
Carl Heinemann, principal
of Heinemann and Associates, PCLC, in Chattanooga Tennessee, experiences
last minute cancellations of appointments or no shows in his business.
While not frequent, it is an irritant when you set the meeting to benefit
the other party. Also, waiting in a reception area for someone who overlooks
or habitually runs late for appointments leaves a similar impression.
Sometimes it is difficult to rearrange one's schedule as a result and
makes you feel like:
THEY THINK
THE WORLD REVOLVES AROUND THEM
It can produce
a hostile attitude toward the other person and the desire to conduct no
further business with:
PEOPLE
WHO THINK THE WORLD REVOLVES AROUND THEM
Do they really
think that? Probably not, but that is the impression. People in the healthcare
industry realize that TIME is often the difference between profit or loss,
and even more importantly, life and death.
Can scheduling health
care appointments be more user friendly? I have consulted with many hospitals
and clinics that identified long waits in outpatient, X-ray, ER, or other
patient areas as a problem. Every single time we decided WE SHOULD find
a better way - WE DID! It was simply a matter of respecting our patients
(customers) time and being determined to make our system better than our
competition.
PERCEPTION
IS REALITY
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"I
have worked with many professionals, speakers and facilitators over the
years and I feel that your talents, skills and commitments were excellent.
I can assure you that the Brookwood Medical Center organization will be
looking forward to seeing you at future activities." John R.
Nickens, III, CEO
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Not everything that is legal is necessarily right. Slavery, for instance,
was once legal. - Anonymous
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Dr. Towery is now offering "CREATIVE CONFLICT
RESOLUTION" as one of his main keynote speeches at retreats and seminars.
Call (615) 370-3587 or e-mail: tt@twymantowery.com
for more information.
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5. ETERNAL
HUMOR
Inscription on a
Tombstone
"Remember as you
pass by
As you are now, so once was I.
I am now, so you shall be.
So be prepared to follow me!"
On the stone, someone
taped this response.
"To follow you
is not my intent,
Until I know which way you went!"
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"Your
comments about organizations and family values were deeply appreciated
by all of our members."
Danny Dructor, Executive Vice President, American Loggers Council
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If he has done what he says he can do... it ain't braggin'. -
Anonymous
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Is it time for management development training
in your organization?
Twyman L. Towery, Ph.D., LFACHE
Phone: (615) 370-3587 * Fax: (615)-661-8944 * Email: tt@twymantowery.com
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I never knew a man that was good at excuses that was good at anything
else. - Benjamin Franklin
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Visit Twyman's website (http://www.twymantowery.com)
to learn about his two best-selling books.
"The Wisdom of Wolves - Nature's way to
Organizational Success" explains some of the crucial elements
of any successful business or organization, such as teamwork, communication,
perseverance and attitude.
"The Power of Eagles - Nature's Way to Individual
Accomplishment" is packed with stories, anecdotes, quotes,
and provocative questions that will illuminate timeless principles - Symbolism,
Courage, Loyalty, Vision, Native American Cultures, Celebration, Foundation,
Mentoring, Teamwork and Biblical values.
Available for $19.95, plus shipping/handling. E-mail
for more information: tt@twymantowery.com
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And remember:
OPPORTUNITIES
ALWAYS LOOK BIGGER GOING THAN COMING
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Planning a corporate retreat? Need a keynote speaker? Workshop
facilitator?
Twyman will tailor his presentation to fit the needs of your organization.
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Please feel free to forward The Towery Report to anyone who
might enjoy it.
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CHANGES?
We don't want you to miss an issue of The Towery Report, so be sure to
let us know if your e-mail address changes. If you change companies or
have moved, please send us your new information, so we can update our
database. Send changes to tt@twymantowery.com.
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