In the world that is EMS, write-ups, disciplinary action, whatever it may be called is to be expected. Usually, some goofus complains about something that is completely not important, or relevant, or even true, and a ‘paper trail’ has to be started.
Out comes the proof that management had a talk with so-and-so about how it isn’t appropriate to blow snot rockets on the hood of a car during an extrication.
I swear, you get one stuffy nose…
So yeah, the paperwork is expected. And it’s cool. But what is more important are the commendations. The ‘attaboys’ for doing a good job, or catching something that others might have missed, or for getting a nice letter in the mail to headquarters.
The attaboys are fewer and farther between than the other paperwork.
So, if you are in management, keep that in mind. If you find yourself slapping a lot of wrists, find something to pat a back for. If your employee never gets their back patted, and only gets their wrist slapped, maybe they aren’t the kind of employee you are looking for.
Praise is good.
Back pats are for 5th graders! Do your job, have self gratification and go about life. And no…I’m not in management!!(And not everyone deserves a trophy….Haha!)
It seems that your opinion is in the minority here. And I am glad it is so.
Sorry Dan, but I disagree.
No, you should not get back pats, certificates, trophies or medals for 90% of what we do as a part of our job. Yes, you should try to have some self-gratitude for the work you do. That said, if someone goes out of their way (and that happens often), they should be recognized.
Does that mean a ticker-tape parade? Not usually, but giving credit to people for specific positive things they do. A crew is willing to stay past their shift to wash up their truck? Sure, they’re getting OT, but it doesn’t really amount to much (if it did, we’d probably have a policy prohibiting that). OTOH, they often appreciate being recognized for taking the initiative…even if it’s a “Hey, thanks for sticking around and washing up the truck. It really helps keep us looking good out there”, followed by a 1 sentence note in their file.
Recognition of doing something nice does not have to be something big. The nice thing doesn’t have to be big. But both should exist.
I definitely did not get into this profession for ‘atta-boys’, but you are correct, some occasional reflection on a job well done by our superiors is very nice. Even more so for the compliments from the general public. Keeping the morale high[er] in a job that can quickly grind you down and leave you jaded is essential in my opinion – and will improve other areas that may be suffering (pride in appearance, ambulance cleanliness, helping out other providers, etc)
Then again, that last part may just be my own personal pipe-dream.
I could never understand why those letters were just tucked in your personnel file, never to be seen, only maybe mentioned during your annual review. In the almost five years I’ve been at my present agency, I had only viewed one actual letter before last month. (I know that I’ve had multiple thank-yous written and in my file, but had seen none.)
Then last month, THREE times I was informed about and shown letters from families thanking my partner and I for our care on calls. (Along with a semi-sarcastic comment about how much I was bribing my patients.) I do hope that this signals an about-face by the administration on how they are commending the troops for their care.
Then again, that last part may just be my own personal pipe-dream.
-Joffre
Having been an executive staff manager for almost a quarter century, I can appreciate that what a manager actually hears is mostly complaints. People rarely call in and tell you what a good job your people did for them. Those kinds of communications are few and far between. You get many complaints, occasionally legitimate, most are just people who were not happy because they didn’t get their way, didn’t get it fast enough, or weren’t treated with what they deem to have been their due deference. Those I never paid any attention to.
I do believe that it is important for management to consistently offer positive comments where they are due. It is important for employees to know they’re doing a good job and are appreciated. But then, I’m old fashioned.
On the other hand, my employees would have done anything for me and, as one said today at a retirement party, “We were like a family and you treated us like a father.” I appreciated that.
What a conundrum. EMS folks are a funny lot. The medics that work in my organization get a lot of compliments. A LOT of compliments. It used to be I would reduce every one to a paragraph, and send it out to all – in the hopes that the men and women working on the ambulances would see and feel that their efforts ARE in fact appreciated by the public. And a LOT more than they complain. I also created an awards program, modeled on some that I had seen at high-end police and fire departments over the years. Commendations for the dress uniform, certificates, etc. Again – show the pride and the goodness.
I don’t do those things any more. Why not? Because the men and women who received them said that they didn’t appreciate them – or what came as a result of them. Why not? Because their colleagues were VICIOUS in attacking anyone who received positive recognition. Teased them unmercifully. Called them brown-nosers. Suggested that they were weak or soft because they did nice things like change tires for stranded senior citizens.
Rarely get complaints that are worth noting. 85,000 calls per year, and if I 20 valid complaints out of that it would be a lot. Probably get 150 calls, e-mails, or letters that are complimentary. But – as requested – I keep them to myself.
It’s sad…..and shows that there is something fundamentally wrong with the culture of EMS.
Funny you mentioned the tire-changing; I’ve done that while getting fuel for the ambulance before…
Fascinating, Skip. I suppose I never thought of it in the reverse. Some people lack an interest in developing customer service skills or just lack interest in general and those will never be the ones to get positive responses – although rarely you will actually find a gardenia in a garbage can – and since those people are negatively dispositioned to begin with, they will be negative to those that do receive commendations.
Oddly, where I work, we have been acutely aware of those who are management’s pets. Or the ones that we call the “untouchables” which is not a positive term. It refers to those who don’t have to do anything or who do what they want and not required to meet the same standards as others because of their associations with management. They are considered untouchable for various reasons that I won’t go into here. No one pays any attention to these people and what happens to them.
And then we have those that we know troll for the positive responses, pass on the supervisor’s numbers, and even suggest to people that they call.
I’ve never done that. I have, on occasion before HIPAA, sent cards to bereaved families with whom I had dealings and have received back and still possess some very moving responses that I will treasure as long as I live.
Thanks, Larry. I think that along with the “Culture of Safety” project we could use a “Culture of Positivity” project.
By the way – nothing in HIPAA prevents you sending that card – so feel free!
Skip
Skip, I’m not sure you’re right about HIPAA but I appreciate your thoughts. In any case, it violates the rules of the organization for which I work now (using the term “organization” loosely as a general term, not to describe the actual state of things).
Of course, the problem with the Culture of Positivity, as nice an idea as it is, it that you can’t just get rid of negative people unless you’re the business owner and willing to get sued by one or more of them. If you’re not the owner, you’re not going to be able to create that environment because your execs won’t get rid of problems. Do they ever? The second problem with the Culture of Positivity (I do have to say that the name is growing on me) is that most managers do not have the managerial skill or even the motivation to implement it.
I could tell you stories….
I’d challenge you to show me (and the rest of the EMS lawyer community) to show me where in HIPAA it says that you can’t send a patient a card. I promise you – it’s not there.
It takes a long time to get to positivity. Sometimes it requires some attrition – and some of that can be encouraged. It DOES take some effort – senior folks have to be willing to document issues and make decisions – and it can be done without getting sued.
BTDT. Thanks.
Interesting and important topic. I was lucky to work in a system that passed on all commendations (printed on an official A4 certificate, with copy of email/letter attached). The one complaint I got (silly) was dealt with quickly and without any problems from my side.
Interesting experience you made, Skip. Maybe an award programme as such was a bit too reminiscent of school days…but maybe so were the employees. Maybe a more subtle way would have had a better uptake?
Positive feedback and constructive criticism are the things to concentrate on in my opinion.
A happy and healthy workforce is a good workforce.