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    "Hospitalk"

    September 14th, 2007

    by Nick Jacobs

    In the middle of a board committee meeting, my vice chairman turned to me and said, "Hospitalk." "Listen to all the hospi-talk." I hesitated for a second while I focused on the word he was using . . . Hospi-talk, the talk that is specific to our profession, our business, our environment. As a judge I'm sure he deals in courti-talk, but this meeting wasn't about attorneys. He was listening to abbreviations: QD, PRN, C.C., increased CPK? How about an elevated BUN? In the kitchen that is probably a good thing.

    Now, it's not unusual to read or hear medical terms during these meetings, but this meeting was loaded with medical banter, you know, separating the we know people from the we sure don't know people. It's funny how the use of these terms increase proportionately when the pressure increases. This particular meeting was about the "New Joint Commission." Clearly, the Joint has evolved into a tough, yet somewhat absurd version of its old self. The pendulum has swung to the opposite extreme, from everybody is perfect to every hospital is inferior, and hospital Boards have taken notice. Read the Boston Globe; April 21, 2007, by Liz Kowalczyk: Five hospitals release data on inspections . . . Surprise visits revealed some flaws in patient care.

    Anyway, I digress, back to hospi-talk.

    After the Judge pointed out how abstract the meeting had become to the lay people present, I literally had to stop five different speakers to translate their jargon into something a little more meaningful to the masses, and, as the shields were lowered, we could all settle into the knowledge that this meeting was about people, how to cure them, how to protect them, and how to ensure that every detail is being addressed . . . it just took a wrong turn down semantics alley started by a specialist's specialist who probably doesn't even know what a Game Boy is.

    Comments:

    Comment from: AC [Visitor]
    How do you see clinician vs. non-clinician conflicts playing out in the administrative arena? In Boston, only a handful of the HMS-affiliated institutions are headed by non-clinicians. In some meetings, I can't help but get the impression that some MDs wouldn't trust a non-clinician CEO for the time of day...on the other hand, some MDs seem to see the value in the things that one says, regardless of discipline/background. In my ascent to the board room, I can't help but wonder whether or not I, as a non-clinician, will ever have any real clout when it comes down to conducting business full of "we know" people. In your experience, how would you say you are perceived, as a non-clinician? What experiences in music or teaching have granted you clout when addressing or leading clinicians? And I offer my support and encouragement for your upcoming JC preparations. May prosperous winds blow RFIs another direction. My Game Boy has accompanied me on many trips to Oak Brook.
    Permalink 09/14/07 @ 10:44
    Comment from: Nick Jacobs [Visitor] · http://windberblog.typepad.com
    As a non-clinician, non-scientist, the most detrimental thing that happens to me is when they kick their talk into turbo complex, to speak in code above your knowledge level. Luckily, there are several clinicians who I have found are as turned off by this as I am and live to translate for me. Actually, from being in marketing for 10 years, my greatest asset has become my ability to translate their jargon to the public, especially to my board members. As a musician one of my mentors once said that the avant garde is truly the hiding place for the untalented. For the most part that has been my experience in medicine, too. Those who are most insecure tend to try to talk you out of the game and are condescending toward you. The really good news for me is that, ultimately, I can impact their income, and don't hesitate to remind them periodically of that power . . . It makes them more humble and willing to tell it like it is. Did we or did we not cause a problem for this patient and how could it have been avoided becomes the equalizing question. We all have our jargon; insurance, architecture, music or religion . . . It's those who are secure with themselves who realize that communicating in an understandable manner for those responsible are the winners.
    Permalink 09/14/07 @ 12:20
    Comment from: Judy Volkar MD [Visitor]
    It is amusing to see the comments about clinicians speaking in code. It is my perception that hospital administrators do exactly the same thing in meeting with their physicians..dashboard,dialogue,PFP,transparency,etc. I am almost always a plain speaking physician, yet when I feel threatened, or disrespected, I revert to speaking in code as well. Perhaps, if all of us acted toward others as we would have them act toward us, we would be able to concentrate on making quality healthcare affordable and user friendly to all parties.
    Permalink 09/16/07 @ 07:30
    Comment from: Nick Jacobs [Visitor] · http://windberblog.typepad.com
    BINGO . . . Actually, my blog was in reference to a group of non-physician clinical people who were hiding behind their knowledge to snow some board memebers!! BUT, I agree; dashboard smashboard . . . "How are we doing?" works for me.

    Nick
    Permalink 09/16/07 @ 14:26
    Comment from: Jake Poore [Visitor] · http://www.wecreateloyalty.com
    Enjoyed that blog Nick! But my instant thought goes through the "Patients’ Ears".

    Much of my coaching of MD's and staff is to make sure we do not assume that the patient and family understand our lingo at all.

    We also have to remember, what we say in meetings carries out into the halls, the nurses station, cafeteria, and yes, the bedside.

    As my basketball coach used to say, "Take the shots in practice that you'll take during the game".

    We need to minimize or eliminate code, lingo and abbreviations, to not only be inclusive of all levels of expertise in the board room, but all levels of expertise/knowledge of staff, patients and family members.

    As we all know, many medical errors happen because of lack of communication or misinterpretation of information given. Let’s speak in a language that ALL can understand.

    We must strive to drive consistency from the Boardroom to the break room to the exam room!

    Permalink 09/19/07 @ 07:13
    Comment from: Tim Ray [Visitor] · http://www.worthysciencesources.com/page9.html
    I volunteer at two hospitals and do what is known as TLC and Spiritual Care and I rather enjoy the lingo...in fact it has had a wonderful effect on me. It has made me become more aware of my diabetes and now I search the websites for research and have become a fountain of knowledge on diabetes as well as other ailments I currently suffer from!!! Besides....I have fun with the intellectual elite....such as in the elevator where I ask them...what about the collapse of string theory....how will that effect super symmetry....and with the advent of the LHC do you think the Higgins Boson is attainable...then look at the watch and say....well I have magazines to deliver. I have found that whether nurse, doctor or technician throw a little humor at them and it all works just fine. Well, have to go....up early tomorrow...I am being interviewed for apprentice brain surgeon.
    Permalink 09/26/07 @ 01:14

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