Frontline Managers

Joy in work is about being engaged and fulfilled in the work we do. Before I came to Kaiser Permanente, I had the preconceived notion that people just did the bare minimum. I have come to learn that, for the most part, staff are here because they want to be. They have a passion for their patients, and they value KP. It’s been a surprising and welcome learning. I want to support the team to make their day smoother so that we are one united team for our patients. Working with our team and improving things for our patients and employees brings me joy at work.

We’re doing some different tasks that we didn’t do before the COVID-19 pandemic. When the hospital ran out of wipes and hand sanitizer, we helped Environmental Services make more with approved disinfectant. Our staff transports COVID-19 patients in the hospital. In the beginning it was scary and unsettling, but they care about the patients and make sure they are comfortable and not being rushed. Our unit-based team is fairly new, but the staff has been key to speaking up and improving workflows. My advice to other managers is to listen to your staff and hear what they have to say.

I learned from my wellness coach to change ‘should’ to ‘choose.’ I choose to do this. That really helped because I felt like I should be prioritizing my son, my health, my work — I should be doing more. The coach helped me in trying to find a balance. If I’m not my best self, then I can’t be the best for my team or my family. Before having my son, I had the luxury of working out anytime and now it’s like, this is my lunch time and I’m choosing to be working out. I do Monday check-ins with my co-worker and walk the trail around our facility. I invite my co-workers to walk with me or go to Zumba. We can choose to take good care of ourselves and model that for others.

The one thing that surprised me when COVID-19 first hit was that everybody was onboard to do what was needed. In the beginning we were collecting PPE from closed clinics, moving it to be sorted and redistributed. Even though it wasn’t a normal part of our work, people did what needed to be done.  It is concerning sending our drivers into clinics to collect labs and deliver mail — and it’s different to wear gloves and masks — but they do it without issue. Even our sick calls are down. People really want to help. We’re a close-knit, high-functioning unit-based team. I’ve been blown away by our team’s commitment during this time.

All of the fears my team has are the same fears I have. I try to connect with them and provide them with feedback and information just as I would like to hear it. What would make me understand the situation better or bring some understanding to me? I try to address their fears. Outstanding communication has been key to my employees feeling safe.

Our staff has had some real fears. The communication that the staff was receiving was not being delivered in a way that resonated with them, so we turned our break room into a mini-command center. We broke down some of the information and clarified processes by mapping them out on a white board.  We are also setting up a ‘thank you’ board so we can recognize each other. We learned the correct way to don a mask — it’s these little details that were contributing to the fear. Our team has been cross-training prior to this, and they’ve really stepped up and covered where they’ve been needed. I’m really proud of all of our staff.

She was by herself. In my heart I knew that no one should die alone. So, I opened the isolation cart and began to pull out PPE. Once inside, I pulled up the chair and took hold of the patient’s hand. I began speaking to her, telling her who I was and that, although she didn’t know me, I cared about her and she was not alone. I continued speaking with her as I rubbed her arm and brushed the hair from her face. For some reason, I felt that she was listening to me, that she could hear me, for at times her breathing and body seemed to become more relaxed and calmer, as if she was being reassured by my words. At least, that was my hope. I sat with her for an hour or so, leaving only for a quick meeting. Over the next couple of hours, I returned to the unit to watch her through the window or check on her by calling the charge nurse. Prior to returning to the unit for the last time, I called the charge nurse to let her know I was on my way back and was told that the patient had passed away. I went back to my office, closed the door and cried.

Communication is key. During uncertain times, people crave knowledge. I believe my whole team knows that we are all here for each other, that we care about one another. I consider the people I work with my ‘work family.’ We can lean on each other. I know I can depend on them to always bring their best. Our team was impacted pretty heavily during the first exposures of COVID-19, but because of the cohesiveness of our team, we managed through some really difficult times, which has made us even stronger.

‘If you’re going, I’m going.’ That’s how that started. We had just heard that the Magnolia Rehabilitation and Nursing Center was short-staffed, and they needed help. My personality is, I need detail. I need more information. At this point, I knew nothing, but I couldn’t let my buddy go alone. It didn’t matter that we didn’t know what we were going into. We needed each other and we had each other. We were all scared but to know that I wasn’t in it alone, he wasn’t in it alone, that made it better.

I have learned that as a leader I have to reassure my staff and, at the same time, show them that I am just as vulnerable and concerned as they are — but if we all do our part, we will get through it. In our daily huddles we check on each other and ask about family. We talk about the information that’s coming at us in the news and social media, and we talk about what strategies are rolling out and why. After a while it does wear on you, so it’s important to lighten up and do something fun. We are here as a family and here to support each other.