Be hard on the problem & soft on the person

“Be hard on the problem & soft on the person.” – Paul Levy during small group break out on transparency today

These words stuck with me after our break out discussions early this morning. In acknowledging a systemic error, we acknowledge that the situation could of happened to anyone – they just happened to be in the wrong place, the wrong time. In accepting this culture where this would be the norm, we have to break away from our traditional deny & defend culture.

We have been discussing a lot about changing the culture from within, but it occurred to me that we are also facing a force from the external – the patients, their families & society’s perception. We must erase this idea that we are perfect & infallible. Although we acknowledge the difficulties we face within the system, I can’t help but think about my Grandmother (as well… Continue reading →