Healthcare has been embracing innovation with much greater zeal in the past decade. By looking outside the industry and encouraging fresh ideas and approaches, healthcare is reaping the rewards in everything from systems and process improvement to patient engagement. Because so much of the patient experience happens during specific touch points, it’s important to continually monitor those touch points in order to spot opportunities for improvement.
During our Power of One training, we help participants identify key touch points in their interactions with customers. They are quick to spot improvement opportunities. Unfortunately they feel disempowered to make the improvements. Several of the attendees have told me stories of how they brought their improvement ideas to their department leaders only to be knocked down with some iteration of, “It’s always been done that way.”
Listen for this creativity killer. When you hear, “It’s always been done that way,” you are witnessing the number one killer of innovation. The phrase can be turned into an improvement opportunity. Try this, “just because it’s always been done like this, doesn’t mean it’s the best. What ideas do you have that would make it better?” By re-framing the conversation, you’ll be challenging the status quo and encouraging innovative thinking.