Recently, I went scuba diving for the first time. My son and I headed down to Key Largo for the day to complete the Discover Scuba Diving course. I must tell you, it was a great day. Not just because I got to experience something new with my 18-year-old, but because of how impressed I was with the dive operation. The staff made the day incredible. Although they take instruction and safety very seriously, they balance it with a contagious, professional energy which permeates throughout the entire organization. This is not by accident. The owners look for people who know their stuff and are positive people. A smile is part of their uniform. A person could be the most competent scuba instructor in the country but if they can not bring a positive disposition to the interview process, forget it. In addition, folks are beating down their door to be employed there. For example, their unpaid internship program gets literally thousands of applications every month. Again, they take their jobs seriously, lives depend on it, but they also are building a great culture. This same approach can be applied to patient care. It’s been said before, your patients will NEVER be happier than the staff who serves them. Once you get past qualifications, why wouldn’t you look at how someone fits into the culture you are trying to create. For example, one organization utilizes the Five E’s as part of their process (Enthusiasm, Eye contact, Ear to ear smile, Engaging and looking to always Educate). At the end of the day, build your team for long term success, create a culture where both employees and patients want to stay because the collective enthusiasm and passion for what they do is contagious.
