« Housing for Nurses | Main | Hospitals More Like Hotels »
February 24, 2008
Anti-Complaining Campaign
How often during the day do we hear the following?
* “Gee, the charge person gave me a horrible assignment again.”
* “Can’t we do something about these beds? None of the scales are working. “
* “What a mess my patient was left in today.”
* “Why can’t the night shift change the IV bags and tubing? They have enough time.”
I just read an interesting article describing a Canadian Medical Facility that has initiated an “Employee Anti-Complaining Program.” Two nurses bet one another in this facility that neither could do without complaining during a shift. The challenge was overheard and evolved, as more staff on the floor joined a month-long campaign to quit complaining.
“Can the complaining. Nix the negativity. Cut the criticism.” Those were the messages staff at Windsor Regional Hospital in Canada embraced, as part of an anti-negativity, anti-complaining mission created by bedside nurses! The campaign has been so successful that now the entire medical facility is involved. Employees wear purple silicon bracelets as a symbol of membership in the program. Apparently morale has improved since the initiation of the campaign.
This is an innovative idea within the workplace. I wonder if it could be recreated by nurses worldwide to improve morale? After all, don’t we do a lot of complaining? Maybe not? What are your thoughts about this? Has your workplace initiated any innovative ideas?
February 24, 2008 in Beka | Permalink
Comments
After 35 years in nursing,the last 21 in management and advanced practice, I can honestly say that attitude is everything! While I agree that valid problems must be addressed, I also agree that negativity manifested as complaining can be one of the most destructive forces a staff can face. Good for that nurse and staff for recognizing and addressing that downfall! Why are we so intent on focusing on the bad, and why do we tear eachother down instead of building one another up? As a manager I had a rule...if a staff member came to me with a complaint about another staff member (with the exception of safety issues), the first thing I asked was "have you spoken to them about this?". If not, I'd say "you talk to them and try to resolve it. If that doesn't work, then come back". If they were unwilling to do that, then I'd call the other person in and with the complainant there, discuss the issue from both perspectives. I know a few people were peeved at me, but it sure stopped the back stabbing and encouraged my staff to deal with problems openly and in a more constructive way. It also supported the institutional philosophy of "solving problems at the lowest level possible". Also, have you ever noticed that people who project negativity attract negativity? In other words, they attract more bad things to themself by their own negative thoughts and actions?
Posted by: Cheryl | May 7, 2008 2:11:26 PM
Many years ago I was very disatisfied with the charge nurse on our unit, and spent a great deal of time pointing out her faults to everyone within the sound of my voice. One day it finally occurred to me how it sounded to both myself and my coworkers. I decided to stop complaining. It was hard but I caught myself every time I started to complain, which happened to be everytime I started to open my mouth. It was the quietest day I could ever remember having. Note to self: Listen to yourself. You may be suprised.
Posted by: J. Leeper | Mar 9, 2008 12:53:26 AM
I have been a RN for 30 years, most of the time as a staff nurse, now in Nursing Leadership for the last 3 years. I can understand the need to vent about conditions, or patient load, but most of the time we vented, and then continued to give the best care possible to our patients. The previous staff I worked with were the worst complainers I had seen in my career. This was a Pediatric Facility and some (not all) would complain if they had more than 3 patients. The unit was staffed with 2 RNs, an aide and a secretary on the day shift. They wanted to take their lunch break when it was convenient for them, not according to the needs of the patient. If they received an admission near lunchtime, they frequently put 'no lunch' on their time cards because they didn't get a break during the noon hour. We developed a 'break' room on the unit so there was a private place for report, and lunch breaks. We requested and received a table, chairs and a small couch to relax. Not one person said 'Thank You' for facilitating this until the unit educators took them to task.
The nurses often complained about the other 'shifts'. I gave a presentation about "Horizontal Violence" which was well received, but unfortunately, the people who were the worst offenders were the 'Not Me's'. When coaching for improvement, I was seen as 'picking' on people. It was very frustrating to try to set a standard for professional behavior and have Registered Nurses complain like children.
I now manage in a world class academic facility in the Midwest and the change is dramatic. The nurses treat each other with respect, perform as the professionals they are and communicate concerns in a positive, constructive manner. The bar is set very high for nursing care; our vision is "To provide the best nursing care in the world". The nurses take this to heart and strive everyday to meet the needs of the patients. I have not changed my management or communication style. I tell everyone that family comes first as they can't focus and be safe practitioners if their focus isn't on their job. I do practice what I preach, and the nurses here rally around each other and support one another. If I support you today, you'll be there for me when I need it. That's what the Profession of Nursing is about. Not whining that the IV infiltrated at 6:45am and the night shift didn't restart it immediately.
I agree with Stephen, the program was successful because it came from the staff. It is easy to be caught up in negative thought and behavior. Complaining is not constructive, it is destructive.
I feel sorry about Mary's comments. Maybe this is a sign of 'burn-out'. It's hard to change, but sometimes that's all you can do. I moved from another state to take this position, and it's the first time in my life I've lived somewhere other than where I was born and raised. It was a risk, but we look at it as an adventure. There are challenges, but I've met wonderful people and am supported in my leadership role.
If you don't like what you see around you, "lead, follow, or get out of the way", but don't continue to complain mindlessly, as it will affect your health.
Posted by: cpd | Feb 29, 2008 10:00:27 AM
I like the idea of a complaint-free workplace, even if it's only one day a week. It should be initiated by nurses and managed by nurses since it is a nursing problem. Who cares what the causes are? Often we cannot fix the cause but we sure do have control over the way we respond to any problem.
We do need to address the issues of workload, lack of input, poor working environment, conflict, lack of appreciation, wait lists, patient and family complaints. But while we do that during working hours, on our own time or by supporting our Union, we can and absolutely should be saying more 'thank you's' to our colleagues. Offer to assist more often. Trade tasks to make the day easier for both. Ask the families for support with issues before the issue becomes a problem. Smile at people for no reason.
We all work on overwhelm every shift, day or night. We get tired of carrying a heavy load. Sometimes we are assigned the heavier load and do need to ask for some relief for a shift or two. But the solution is not in complaining but in collaboration. And attitude.
Try for one day a week to look at everything with new eyes. Maybe with a fresh approach to the patient who seems demanding we'll find that they're just frightened, or lonely, or in pain. We can fix that! We don't need the government to step in for that issue. Maybe we do know a nurse who always copes regardless of her assignment. We could offer to take her assignment for one day to give her a break. You'll have a new friend who'll complain less and smile more. And all it cost you was one really tough day. Good return to have a friendlier nurse for a week or a month.
And before you attack me for being a "Pollyanna", I work sometimes 8 to 23 days in a row because I'm the only one who does my job at my hospital. I do it for the patients because I hope someone will do it for me when the time comes. I do it with a cheerful heart because I know I make a difference in my patient's lives. I do it with a smile on my face because I know the patients (even those who grumble)appreciate the care I give.
And I will continue to do this job as long as I can, because I'm teaching my children to believe they can make a difference in the world.
Posted by: GJM | Feb 27, 2008 12:01:13 PM
I think the reason this campaign was so successful is that it came from the staff. If it was mandated by the organization it would not have been effective. Obviously, the staff realized that part of the problem was an overall sense of negativity and how they were getting caught up in it. Good for them to taking steps to improve morale in their workplace. Perhaps others shouldn't be so critical about their achievement.
Posted by: Stephen | Feb 27, 2008 11:33:55 AM
Nurses complain for a variety of reasons.
A very few complain alot.
Burn-out is one reason.
Ultimately its' that perceived needs are not met.
Education, education, education are key to resolve the complaining.
If staff on shift A complain about shift B, then they need to spend a couple of weeks on that other shift.
If Nurse A continually has problems with the way the Charge nurse assigns they need to either get a clue as to what the load is on all the Nurses, or go work on another unit.
If most staff are complaining about workload, they need to get together with their Union (or get a Union) and force the hospital to address those workload issues.
If all nurses, at all hospitals are complaining about workload then legislatures have to step in and define staffing by law.
While very few like the heavy hand of government, its' sometimes needed to save people's lives.
Complaining is a symptom of a problem. The REAL reason for the complaint must be ascertained and then addressed.
An 'anti-complaint' program is hogwash that doesn't address the root cause of what is going on.
Posted by: Kenneth Mareld | Feb 27, 2008 1:57:25 AM
“Employee Anti-Complaining Program.” It seems intangible within their governmental run hospital system to actually listen and have the tools available to problem solve.
Live and work across the Detroit River from Windsor.in Detroit, MI.
Care wait lists due to Canada's government's Socialized Medicine System has them flowing into the USA for MRI, CT, Virtual Arteriograms & Colonoscopy, Ortho, OB/GYN, Oncology, TBI Rehab, etc
....and the Nurses, too.
Posted by: DGF | Feb 27, 2008 1:38:03 AM
Whatever! Sounds like another way management is making it seem like nurses are the problem. Perhaps, it is the environment, the job, the lack of pay, lack of appreciation, patients and their families that never get enough, Press Gainey, or all of the above.
Most people do not want to complain, sometimes it is the only thing they have in common. Perhaps, the hospitals or work environments need to look to themselves for the fix. Unfortnately that would have to start with giving patients realistic expectations, and executives less pay.
Posted by: Mary | Feb 26, 2008 11:13:28 PM
