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View Diary: Attention Veterans.. Read it.. Your VA Patient bill of rights (14 comments)

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  •  As long as the subject of the Patient Advocate (5+ / 0-)

    is on the table, from long experience I've found that one of the reasons I get prompt, courteous handling of my complaints by the PA is that for every time I'm in there with a complaint I've been in there five times to fill out an attaboy, commending one staff member or another for superior service above and beyond the call of duty.

    Our PAs know me, and know that I'm not a chronic complainer, so that when I do write something negative it's taken seriously and resolved quickly.

    “Perhaps the most 'spiritual' thing any of us can do is simply to look through our own eyes, see with eyes of wholeness, and act with integrity and kindness.” Jon Kabat-Zinn

    by DaNang65 on Thu Feb 14, 2013 at 10:47:28 AM PST

    •  This is true and a compliment by letter (4+ / 0-)

      to their boss if they really do something beyond call of duty.   Shirley, a nurse comes to mind.

      We the People have to make a difference and the Change.....Just do it ! Be part of helping us build a veteran community online. United Veterans of America

      by Vetwife on Thu Feb 14, 2013 at 11:16:41 AM PST

      [ Parent ]

      •  There is an employee commendation form (4+ / 0-)

        that can be filled out. These count toward the awarding of exceptional service certificates (perhaps with an algorithm more secret than DK mojo) and toward Employee of Month and Year awards.

        Every bit of scientific research I've ever seen suggests that positive reinforcement is more effective in producing learning than negative reinforcement. My experience at the VA bears that out.

        “Perhaps the most 'spiritual' thing any of us can do is simply to look through our own eyes, see with eyes of wholeness, and act with integrity and kindness.” Jon Kabat-Zinn

        by DaNang65 on Thu Feb 14, 2013 at 11:33:46 AM PST

        [ Parent ]

        •  Yup, the ratio I learned as a supervisor was 4:1 (2+ / 0-)
          Recommended by:
          WakeUpNeo, DaNang65

          I like to really be specific about what the employee did to make me feel better, cared for, etc. Just about every health care facility has their version of this.

          I've done the same thing in peer review comments. One CNA had some really good habits when you paid attention. When he read what I wrote, all 300+ pounds of him was walking on air ;)  A few people were upset, I asked them what I wrote was wrong. No one contested it. I wanted the people supervising him to focus on his positives as well as the negatives. A great deal of the negatives were insecurity defense.

          "People, even more than things, have to be restored, renewed, revived, reclaimed and redeemed; never throw out anyone. " Audrey Hepburn "A Beautiful Woman"

          by Ginny in CO on Thu Feb 14, 2013 at 06:22:53 PM PST

          [ Parent ]

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