by Nick Jacobs

Periodically, I write about articles that have appeared in Modern Healthcare; one of my favorite writers is Charles Lauer, former VP- publishing and editorial director of the magazine. The sweet irony of his most recent article, "Growing Evidence, Studies show the therapeutic value of healing gardens" was difficult for me to express.

Read more!

Just last week, Jim Collins published a monograph: Good to Great and the Social Sectors: Why Business Thinking is Not the Answer

(Taken from a review I wrote for amazon.com)
As a non-profit leader, I've been waiting for this monograph to be published for several months, and Collins did not disappoint.

In a lucid style that only Collins can deliver, he masterfully explains the subtle (but seismic) concepts of good to great for the social sector. Similar to his previous books, he effectively uses a broad array of real-life examples (e.g. the NYPD, a church, the Girl Scouts, the Cleveland Orchestra, a high school science dept), helpful graphics, and a very readable, conversational tone. Even though the monograph is only 31 pages, he contributes his clear thinking on numerous issues that will be very familiar to social sector leaders:
- how to measure success in non-$ metrics
- how to recruit and motivate a passionate (and poorly-paid or unpaid) staff
- how to think differently about "restricted funds"
- how to transcend systemic / external problems.

I particularly enjoyed his discussion on "legistative" leadership (versus "executive" leadership in the business world). Collins predicts a dramatic reversal - that one day non-profit leaders, who have mastered legistative leadership, will be wooed away to lead for-profit businesses. Also, he says that the true difference is not between for-profit vs. non-profit, but good vs. great - regardless of organization type.

This monograph does stand on its own. However, I think you would have to be fairly familiar with the concepts in Good to Great to fully appreciate the value of this monograph.

Regardless, I would recommend this to every hospital leader. For $9-10, you really can't go wrong.

Book Review: Healing Words by Dr. Michael Woods
(4 of out 5)
An impassioned and thoughtful plea from a doctor to doctors to say "I'm Sorry"

Given all that has been recently reported on physicians saying "I'm sorry," this short, straightforward book couldn't have come at a better time. Dr. Michael Woods has written a practical, motivational book directed at physicians on the why's, how's, and what's of apologizing to patients. Drawing from personal experience, stories from other doctors, examples from other industries, and research data, Dr. Woods does not hold back in making an impassioned plea for physicians to master this tricky part of the patient-doctor relationship.

At ~82 pages, you can probably read this book in one or two sittings (In fact, I read most of it in the waiting room as I waited to see my doctor. Luckily he didn't have to apologize for anything that day). Dr. Woods moves quickly from topic to topic, breaking down just about every psychological, cultural, and emotional aspect of "I'm sorry" - why it's so difficult for physicians in particular to apologize, what a meaningful apology entails, what the patient is thinking/feeling in apology-worthy situations, how to build more authentic relationships with patients, and even what exact words you could say in difficult situations. He even advises to apologize for: "(1) being late for a scheduled appointment; (2) receiving a patient complaint about poor service from hospital or office staff; and (3) Interrupting a patient who is speaking - even if you must take an emergency call."

Overall, doctors should apologize appropriately (and probably more often)- it's the right thing to do, it's the compassionate thing to do, and if that's not enough, it might even prevent some lawsuits.

Definitely this is a book written by a doctor for doctors. For the admin readers, something to read and then pass along to your clinical leadership (and risk management dept).

I'm just sorry that I didn't read this book sooner.

AHIP's new website, HSAdecisions.org, just published a consumer's guide to healthcare spending accounts: "what you need to know about HSAs, HRAs, FSAs, and MSAs." I work in healthcare and I still need help with this! thank you, AHIP.

Also HSADecisions site was recent news: as of 3/2005, 1,000,000+ people were covered by HSA/HDHP products. This is double from six months ago. Get ready for some more explosive growth.

Here's a good article on how not to treat your patients. Too often, in people's greatest time of need and sensitivity, they are treated like a #, an object, and/or a nuisance. Here's a story of one patient that was fed up:

"After one doctor slipped into the room unannounced and tried to give him an injection, Mr. Edwards decided that he had had enough, said his father, James (Red) Edwards Sr., in an interview. His son posted a sign on the outside of his door. It read:

'ATTENTION:
1) Please announce yourself when you come into my room (let me know your name and why you are here).

2) Please let me know what you're going to do and how it will feel before you touch me for any reason.

Thanks - Jim and Red'

The hospital where he was treated, at the University of North Carolina in Chapel Hill, has included Mr. Edwards's sign in a training video for its staff."