InterOpNurse Thoughts: Breaking the Rules
Its been a while since I posted under this category, but I find the times, very fitting for such a post. My organization just went through a mini "go-live" of what I like to call enhancements. In this process, it has been decided to go-live with a specialty unit that has not adopted the technology yet. This unit was still on paper and strongly wants to remain on paper. In preparation for go-live, we have made a "rules of engagement" for support. We communicated to the staff, that all calls will have to go through a central place "help desk" which in turn would triage the call to the appropriate support staff. In the midst of go-live, this specialty area, kept calling me directly. I found myself in conflict, "should I explain the rules of engagement," or "shall I continue to provide the much needed TLC support." I was frankly more afraid of the backlash if another unit were to hear, that a "special" unit was getting more attention from me than another. I realized however, that this was a much needed time investment. This specialty unit was feeling a lot of anxiety in adopting this new technology, they found it comforting to known that they could call on me and that help was always available. I always thought that the best way to combat resistance, was with a lot more TLC. If they are agressive, you need to shower them with more kindness, and that the agressiveness is just a reaction to something unfamiliar. I am proud to say that, in little time, the specialty unit has become a supporter of the technology. They are finding for the most part, the features and benefits of this new found system. In the final analysis, the risk of playing "favoritism" outweight the fact that I was able to turn the tide with this specialty unit who moved form resistance to acceptance.
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