Triaging any HTM service event can at times have pathways that present themselves as “the right choice” though in reality may be more of an emotional vortex rather than the logical decision. Couple this with the “pressure cooker” in almost every clinical department and the potential for HTM service professional “heartburn” is overwhelmingly present. “Maalox” moments as they can be termed are the interactions as HTM service professional we encounter on a routine basis.
This past week, I was once again reminded as to this phenomenon in decision making and how volatile the “emotional” camps will rally the wagons to circle. This service event that I became engaged with involved a critical patient care sensitive modality which now was experiencing interrupted delivery in providing patient treatments as well as an expense potential that could quickly spiral out of control. Being the experienced and seasoned HTM professional that I am the most important skill always leaned back to is that of listening. The skill of listening can be your guiding light and compass in understanding the emotions being thrown at you and will most definitely navigate the event to that logical solution and successful completion.
We live in a society today that is driven by impulse decision making, safe harbor thoughts and the fear of being viewed “adversely” even when the logical and right decision may be unpopular. These pressures if or when applied in the service event triaging process can make it very confusing in determining the appropriate solution. Challenge yourself for a minute as to some previously performed service events you were assigned too. Was your event triaging and solution path emotional or logical in direction? Were you technically knowledgeable and confident of your choice but persuaded away by “others” towards an emotional solution? Tough choices – not necessarily when you apply logic!
