I recently saw a news story showing baggage handlers throwing bags over a railing and into a bin 20 feet below. The video was captured by an appalled passenger who shared the film with the world through social media. I’m not sure what disgusted me more; the employee behavior or the fact that they were merely suspended for what I would consider egregious behavior. After all, the passengers trusted them with their baggage and this footage showed that these employees had betrayed that trust.
The dictionary defines integrity as; steadfast adherence to a strict moral or ethical code. I define it as; how you behave even if no one is watching.
Creating a consistently positive patient experience requires that leaders hire employees with integrity so that regardless of a manager’s presence, staff will represent the organization and themselves in the best possible light. Of course this is easier said than done, but is essential if you want to build and maintain patient trust.
When we send mystery shoppers and ethnographers into organizations to capture the patient experience, we frequently identify some of the best, most stellar behaviors and interactions. Unfortunately, we see some of the worst as well. Things shock and appall leaders who had believed that their patient experience had been placed in good hands.
Watching this clip reminded me that social media provides a platform for anyone to share their experiences with the world. What stories are being created in your organization today?