15 a complaint-free · 2015. 5. 29. · rebecca harmon, mpm, rhia, cca assistant chief, him (va...
TRANSCRIPT
![Page 1: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/1.jpg)
A Complaint-Free HIM Department Rebecca Harmon, MPM, RHIA, CCA
Assistant Chief, HIM (VA Pittsburgh Healthcare System)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 2: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/2.jpg)
Introduction
• Background
• Education
• Why the Complaint-Free process?
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 3: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/3.jpg)
HIM Challenges
• Employee engagement
• Motivation
• Interpersonal relations
• Attitude
• “General Malaise”
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 4: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/4.jpg)
HIM Challenges (2)
• Unmotivated, unengaged employees impact
• Customer service
• Patient care
• Employee satisfaction retention
• The bottom line
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 5: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/5.jpg)
Risks & Realities
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
• People & positions can become “stagnant”
• Jobs with narrow focus • Can restrict flow of new information
• May productivity, quality & excellence
• Employees with limited education often feel trapped • Fewer opportunities inside HIM
• May foment dissatisfaction, discontent and negativity
![Page 6: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/6.jpg)
Risks & Realities (2)
• Contributes to a negative stereotype about HIM, which can impact:
• Recruiting
• Professional development
• team, personal
• HIM’s “place at the table” in your organization
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 7: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/7.jpg)
Solving the Problem
• Management 101
• Create a culture of respect & courtesy
• Avoid “we’ve never done it that way” thinking
• Be visible; be accessible
• and . . .
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 8: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/8.jpg)
Establish,…
• A Complaint-Free HIM department
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
HEY! What’s wrong with
complaining, anyway!?
![Page 9: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/9.jpg)
Complaining
• Keeps the focus on what’s WRONG instead of what might work (potential solutions).
• Keeps us grounded in the negative, impacting
• our health
• our relationships
• our careers
• our LIVES
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 10: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/10.jpg)
What is complaining?
• Griping
• Criticizing
• Gossiping
• Moaning & groaning
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 11: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/11.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
My journey in recognizing the importance of living complaint-free
![Page 12: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/12.jpg)
Why do we complain?
• 5 basic reasons
• represented by the acronym:
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
G.R.I.P.E.
![Page 13: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/13.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 14: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/14.jpg)
Get attention
• Communication with others is a basic human need.
• Elevator
• Lunch room
• New situations
• Standing in line
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 15: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/15.jpg)
Remove Responsibility
• Being “response-able” (able to respond)
• If I come to you and complain, I’ve just passed the hot potato which means now I don’t have to do anything about it…
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
Image from article “Don’t Play Hot Potato with your IT Security” by Brian Anderson
![Page 16: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/16.jpg)
Inspire Envy
• Also known as bragging.
• “The wedding reception was held at a FIREHALL, and they served fried chicken – can you believe that – fried
chicken at a wedding reception!? It was simply dreadful…”
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
DISCLAIMER! My wedding reception was in a VFW Hall and we had a blast!
![Page 17: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/17.jpg)
Power
• Complaining about someone in order to grow your team defense.
• Churches
• Sports teams (high school)
• Politics
• And at work
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 18: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/18.jpg)
Excuse Poor Performance
• Complaining about something to cover our own shortcomings
• PennDot (road crews)
• Construction
• Other peoples’ behavior
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 19: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/19.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 20: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/20.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
What can we do to stop
complaining?
https://youtu.be/AYHP0VzYKQU?t=1h1m55s
![Page 21: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/21.jpg)
FAQ’s
• Important to remember – this is a process
• The average person takes 4 – 8 months to go 21 days being complaint-free!
• Many people take longer than 8 months
• You have nothing to lose,… and so much to gain
• the time is going to pass anyway,…you may as well spend it investing in yourself
• You’re worth the investment
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 22: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/22.jpg)
Bracelets & Process
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
www.AComplaintFreeWorld.org
www.acomplaintfreeworld.org/complaint-free-organizations
![Page 23: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/23.jpg)
Solving the Problem
• Create a culture of respect & courtesy
• Introduce some FUN activities at work
• Unite around a common cause
• Avoid “we’ve never done it that way” thinking
• LISTEN!
• Commit to change for the better
• Don’t be afraid to pick yourself up and start over…
• again and again
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 24: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/24.jpg)
A Culture of Courtesy & Respect
• Requires self-monitoring
• “When you have the choice of being RIGHT or being kind,…choose kindness.”
• Get a trusted agent
• Be on EVERYONE’S side
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 25: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/25.jpg)
‘Fun’ at Work
• Identify simple and fun ways to engage your colleagues & employees
• We have a monthly contest that is open to everyone in the HIM department
• A winner is selected from participants each month
• Gift cards are given as awards
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 26: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/26.jpg)
Examples of Fun @ Work
• Word Search puzzles
• Crossword Puzzles
• A Gratitude Tree
• I Am Unique (snowflakes)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 27: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/27.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 28: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/28.jpg)
Unite Around a Common Cause
• Collect! • for a local food bank or animal shelter
• Create! • tools to help patients more easily navigate your
facility • a welcome process for new employees in your
department that is meaningful • Develop! • a process to support struggling colleagues
• Start! • a Birthday Club where a simple card is signed by
everyone and sent (or delivered)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
![Page 29: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/29.jpg)
Simple
• But not easy,…
• We have to get up every day and make it happen
• It doesn’t happen without us – but:
• When we take a step forward, the energy around us begins to transform others
• Practice “seeding” positive energy into the atmosphere at work
• Make the choice to go Complaint-Free!
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
https://youtu.be/AYHP0VzYKQU?t=1h22m32s
![Page 30: 15 A Complaint-Free · 2015. 5. 29. · Rebecca Harmon, MPM, RHIA, CCA Assistant Chief, HIM (VA Pittsburgh Healthcare System) 15 ion. ... •Communication with others is a basic human](https://reader035.vdocuments.mx/reader035/viewer/2022081601/60f8f137128abb3fdc44b02b/html5/thumbnails/30.jpg)
5/2
9/2
01
5
New
Yo
rk H
ealt
h In
form
atio
n
Man
agem
ent
Ass
oci
atio
n
Questions, Comments & Other
Thank you for your time & attention!
Email: [email protected] Phone: (412) 670-1624