A Complaint-Free HIM Department Rebecca Harmon, MPM, RHIA, CCA

Assistant Chief, HIM (VA Pittsburgh Healthcare System)

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Introduction

• Background

• Education

• Why the Complaint-Free process?

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HIM Challenges

• Employee engagement

• Motivation

• Interpersonal relations

• Attitude

• “General Malaise”

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HIM Challenges (2)

• Unmotivated, unengaged employees impact

• Customer service

• Patient care

• Employee satisfaction retention

• The bottom line

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Risks & Realities

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• 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

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

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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 . . .

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Establish,…

• A Complaint-Free HIM department

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HEY! What’s wrong with

complaining, anyway!?

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

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What is complaining?

• Griping

• Criticizing

• Gossiping

• Moaning & groaning

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My journey in recognizing the importance of living complaint-free

Why do we complain?

• 5 basic reasons

• represented by the acronym:

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G.R.I.P.E.

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Get attention

• Communication with others is a basic human need.

• Elevator

• Lunch room

• New situations

• Standing in line

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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…

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Image from article “Don’t Play Hot Potato with your IT Security” by Brian Anderson

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…”

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DISCLAIMER! My wedding reception was in a VFW Hall and we had a blast!

Power

• Complaining about someone in order to grow your team defense.

• Churches

• Sports teams (high school)

• Politics

• And at work

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Excuse Poor Performance

• Complaining about something to cover our own shortcomings

• PennDot (road crews)

• Construction

• Other peoples’ behavior

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What can we do to stop

complaining?

https://youtu.be/AYHP0VzYKQU?t=1h1m55s

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

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Bracelets & Process

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www.AComplaintFreeWorld.org

www.acomplaintfreeworld.org/complaint-free-organizations

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

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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

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‘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

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Examples of Fun @ Work

• Word Search puzzles

• Crossword Puzzles

• A Gratitude Tree

• I Am Unique (snowflakes)

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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)

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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!

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https://youtu.be/AYHP0VzYKQU?t=1h22m32s

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Questions, Comments & Other

Thank you for your time & attention!

Email: rebeccaharmon@comcast.net Phone: (412) 670-1624