An engaged workforce is an organization's most valuable asset. Most healthcare organizations routinely assess employee engagement as this indicator may directly impact the patient experience and thus patient satisfaction scores. A patient's perception of care and concern from the healthcare team is one of several facets of the patient experience and is a necessary measurement as healthcare moves toward  value-based purchasing models of reimbursement. 

Creating an engaged work environment can be challenging if the environment is muddled by rudeness, bad manners and incivility among the team members. Leiter, et al. conducted recent research through focus groups with healthcare providers to determine the "rudeness rationale" that is used to justify and perpetuate rude and uncivil behaviors in the workplace. The Canadian study included the use of the researchers' Rudeness Rationales Scale to assess thought processes that justify behaving rudely towards colleagues.

The three principal findings suggest that perceived rude behaviors are a function of increased work pressures, being tough with people and the victim's excessive sensitivity. Rationalizing incivility or rudeness may help people maintain a sense they are behaving appropriately and thus not accepting personal responsibility for contributing to problems within the team. Read more...   

Compassion comes in many forms of verbal and non-verbal actions and behaviors. In healthcare, we teach scripting as a "best" way to respond, express care and concern, and share information with our patients. We create processes and best practices to manage the technical application of healthcare. Yet observation of compassionate behaviors may also be a motivator to feel secure and supported, to take action, and maintain a sense of hope.

I was passively listening to a television interview with a recent weight loss winner. When asked what kept her motivated and inspired to lose more than 125 pounds she said, "When I saw the love and compassion in the face of my trainer, I knew I could do this." As Larry Dossey states in his article,  A Bedside Manner: A Case for Compassion ,  "Compassion can be conveyed in moments; it is not proportional to time."

• As we teach our scripting, service acronyms, and process flows, do we include the power of a compassionate expression?
• Do our patients see the love and compassion or do they just hear the care and concern? Or, do they just hear the script?
• Do our colleagues and subordinates see and hear the empathy, compassion, care and concern?
• How is your internal compassion enlightening your message of care and concern?

For one moment once a day, share a compassionate expression with someone you know, someone you don't, someone who is kind and helpful to you, and someone who is not. Let us not discount the power of a moment of compassionate expression.