and tape, processes that do not work, minor equipment that needs to be replaced
or acquired. If it appears the organization
does not care, then slowly, neither will the
employees. They become frustrated, disgruntled, and remain that way, spewing
that temperament onto your customers.
Or some employees move on, out of your
organization. This is where your retention
rates go out the window, along with your
best employees. Your best employees, who
believe in passion, who got into healthcare
to make a difference, will not work in this
type of environment. All that you are left
with are the discontents when what you
need is passion!
I challenge you to look at your current
department. Do you have consistent passion? Does your team love what they do
and the environment they perform it in?
You have to have relentless focus on passion. Your team and the new team members you bring in must be engaged and
committed. This has to be your mission.
You must focus on retaining the best
people because they will provide the best
service which, in turn, will drive your
customer service goals. One important
thing to remember is that passion is
heartfelt—it overcomes barriers and can
help in obtaining insurmountable goals.
The world is filled with stories of extraordinary accomplishments by people and
teams filled with passion. Challenge
yourself to create an environment where
passion can live and breathe. If you are
unsure how, in the next article, I will tell
Ed Yoder is the administrative director of medical
imaging at Winter Haven Hospital in Winter Haven, FL.
He holds a master’s degree in business administration,
as well as a master’s degree in healthcare administration
from the University of St. Francis. Ed is also a member
of the AHRA Board of Directors. He may be contacted