By Sherif Attar
In a world of ever-changing ambiguity and uncertainty, executives have to face two challenges: excellent performance and people development. Where many managers think those endeavours are “competing”, this author believes they are “completing”. GET DOWN TO BUSINESS argues.
Make All The Difference!
Adapted from Tom Peters
Story #1: AN 80% DIFFERENCE
Patient Photo Leads To Dramatically Better Radio-logical Analysis
FROM A STUDY TITLED “Patient Photos Spur Radiologist Empathy and Eye for Detail,” presented at the Annual Meeting of the Radiological Society of North America: The experiment. (Note: Typically radiologists interpreting results have no direct patient contact – often they are a continent or so away.) “For the study, 318 patients referred for CT agreed to be photographed prior to the exam. . . The photo appeared automatically when a patient’s file was opened. “After interpreting the results of the exams, 15 radiologists were given questionnaires. . . All 15 radiologists admitted feeling more empathy towards the patients after viewing their photos. . . . More importantly, the results showed that radiologists provided a more meticulous reading of the medical image results when a photo of the patient accompanied the file. “Incidental findings are unexpected abnormalities found on an image that may have health implications beyond the scope of the original exam. In order to assess the effect of the photographs on interpretation, 81 examinations with incidental findings were shown in a blinded fashion to the same radiologists three months later but without the photos. Approximately 80 per cent of the radiologic incidental findings reported originally were not reported when the photograph was omitted from the file.”
Story #2: A TINY MIRROR
“JANET DUGAN, A HEALTHCARE ARCHITECT, took inspiration from her recent experience having an MRI (Magnetic Resonance Image) scan. While she was lying still and waiting, she noticed a small mirror that had been placed below the head support piece. It was angled so that she could see through the barrel to the radiology technician and make eye contact with him. ‘What a small thing,’ she told me. ‘And yet what a difference it made. I felt less alone. I was connected to another person at the very moment I needed support. And even though I’m not claustrophobic, it calmed me some to be able to see out of the barrel … I saw that the technician was friendly and that the nurse went out of her way to make me laugh. … I firmly believe in the power of design to contribute to the healing process – that architecture can shape events and transform lives. But that day, in that experience, the thing that really gave me comfort was a tiny mirror about as big as a Band-Aid.’”
I trust that these micro-studies do not require explanation. The message is loud and clear. The tiniest of human touches can make mind-blowing differences in results – in experiment #1, lifesaving differences. My bigger point and constant harangue:” Give ‘em a photo or a tiny.
And I am not the only one:
“Give Everything, Quantify Nothing, and Create Something Greater Than Yourself” – Tim Leberecht, The Business Romantic
“Courtesies of a small and trivial character are the ones which strike deepest to the grateful and appreciating heart.” – Henry Clay
“Let’s not forget that small emotions are the great captains of our lives.” – Vincent van Gogh
“Personal relationships are the fertile soil from which all advancement, all success, all achievement in real life grows.” – Ben Stein
“We don’t remember the days, we remember the moments.” – Cesare Pavese
For questions or suggestions, please send your comments.
Sherif Attar, an independent management consultant/trainer and organisation development authority, delivers seminars in the US, Europe, Middle East and the Far East.
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