So here I am at the airport. I had to get up extra early to catch a flight from Fort Lauderdale to Philadelphia for a number of business meetings. Typically I arrive about an hour before which I feel allows me the perfect amount of time from the car to the gate (not to fast, not to slow). At 6:15 a.m., the time we are supposed to be boarding, the announcement is made that the flight is inevitably delayed due to a mechanical issue. The woman making the announcement admits she has no clue what the issue is, just that there is a delay, and “they are thinking it will take until 9 a.m. … “ As a frequent traveler, I have heard this tune before. The predictable exasperated gasp comes from the folks waiting and the board at the counter still reads on time, prompting the same “we are delayed, but have no real clue when the plane will be fixed announcement.” Usually when these announcements come, I speed dial the airlines and try to convince them that despite what their computer is showing, the flight is delayed and I need to look at other options. As I talk on the phone, I can see the line forming at the counter as each customer tries to assess if the flight is going to be cancelled or not … We have all been through it.

 

Gut check for everyone. When things go off track in your organization, does it resemble the airlines? It’s all routine unless something goes wrong and then no one knows what is going on. Mixed messages are everywhere and if you ask three people the same question, expect three different responses. When it comes to patient care, it is important to know what to do when things go sideways. Put plans in place to make sure there is an easy way to get everyone on the same page. It will go a long way to avoid the equivalent of a broken plane for your patients and their families.