Frenzied Discussion

Read on, because I always tie these posts back to advertising . . .

When something goes wrong – or people think it should go better – there’s usually a frenzied discussion. Everyone gives their interpretation of events, their opinions, their recommendations – well actually their directives – you should do X.

Little time or consideration is given to the facts. What is going on now? What led to this? Are the interpretations generated really thought out?

It seems to be a race to see who can state their version of a plausible explanation, and a recommendation for an optimal outcome, first.

It is stressful.

It’s usually reaction.

Sometimes you just have to STOP.

I witnessed a lot of that recently. Well-meaning family (I love them dearly and they have been an awesome support system) didn’t particularly agree with how things were transpiring – and in rapid-fire sessions – gave their take on what should happen.

During my husband’s recent stay in ICU, when things didn’t go as planned (or hoped), family pitched-in with helpful suggestions. I took it in.

The nursing staff was amazing. They stopped, listened, answered questions, and most of all, paid attention to the patient.

Sometimes you have to stop talking and just assess. You can acquire a lot more meaningful information by not talking.

Once all alarms were quieted, IVs checked, and everything measureable was noted, the nurses just stopped and looked at the patient.

When you’ve done everything you can do, doing (or saying) more doesn’t create a solution.

Observation does.

I have witnessed this in the workplace. When a project starts going south, the first inclination is to do more. Say more. Have more meetings.

Sometimes – no actually every time, taking stock of the situation, without trying to explain it, will give you a much clearer interpretation of the situation – and how to move forward – than endless chatter.

Frenzied discussion is unproductive.

I remained (mostly) silent during those discussions; because I knew that it wasn’t up to us. We could ask questions, but we had to leave it up to the patient.

He could speak volumes without words.

When Things Become (More) Routine

Once out of ICU, the patient goes to what is called, “step-down care”.

Interruptions, adjustments and all the life-support attachments are reduced. Monitoring is still 24/7 in real time, though.

Staff, and the attitudes are different too. No more extreme urgency, although the patient can experience a serious episode of any given nature, at any given time. Staff is highly trained and ready for any situation.

We experienced such an episode. Everything seemed normal – then it wasn’t. Something was terribly wrong, and had I not been there, it would have gone unnoticed. It was only the fact that my husband was in mid-sentence that I noticed the difference. Monitors didn't pick it up.

I summoned the nurses, and a team was brought in to assess.

One nurse repeated, “everything is at therapeutic levels, it should be okay.”

However, evaluations were made quickly by the specialists, and the episode passed. Everything was okay.

We just didn’t know why it happened.

A protocol was put in place; certain steps had to be followed.

Testing was done and everything was normal. Everything was okay. Follow-up plans were carefully laid out.

I witnessed that there was a different level of expertise, urgency. ‘Should’ really have had no place in step-down, yet it was used - as an asnwer.

There are different levels of expertise in all workplaces. When it relates directly to quality of life, we rely on the experts. But, when something ‘should’ be a certain way, it doesn’t mean it is.

I don’t take should for an answer because things never go as they should.

Plan, document, follow-up and re-adjust as you move forward.

It isn’t life and death – or even quality of life when you’re turning out a project for a client. But when someone invokes ‘should’, ask them if they’d bet their life – or perhaps just their paycheck – on it.

Routine projects usually aren’t. Approach every project as if your paycheck depends on an optimal outcome. Because in reality, it does.

Lessons Learned From ICU

I spent eight days in ICU. I wasn’t the patient. I was watching the patient – recover slowly.

Frightening.

I watched the awesome nursing staff, whose duties and attention are extreme and focused at first, then as time passes – and the patient improves – become more routine. Or so it seemed to me.

Perhaps I became used to the ‘routine.’

With plenty of time to observe, I watched the shift change (they worked 12-hour shifts and I saw each change during my visits). It started with a flurry of hellos and turned quickly to sitting down, two to a computer, going over every patient – where progress was not only charted, but discussed in detail.

Progress downloads. Twice a day. Questions asked, answered, and clarification given.

The nurses done for the day left, and the new shift would make their rounds, reconfirming the details of the downloads.

They came in, introduced themselves (if I hadn’t met them previously), checked on the patient, and always explained what they were doing and why; what drug they were administering and what it did; so I could understand how all this fit into the recovery process.

They tracked every med, device and patient response, then they updated their charts.

Immediate.

Steps were explained, remedies detailed. Did I have any questions?

Something went wrong and everyone showed up at once. A minor adjustment, and everything was okay. Everyone went back to what they were doing.

* * *

Way back when, I worked in an agency where there was – what we called – urgency.

That urgency most often stemmed from something that someone forgot to do. Or a promise made without confirming it could happen within a given timeframe or budget.

I came to the conclusion that in advertising, everyone acted like it was life or death – your basic trauma center. We have to do this NOW! Or . . .

Advertising isn’t life or death – people just act that way.

What can we learn from ICU?

Downloads that are meaningful. Documentation that is accurate, shared and accessible to everyone gives continuity. Follow-up to ensure that what you heard and read is what you observe at this moment.

Accuracy. Diligence.

Keeping your head when things don’t go as planned, and giving careful evaluation when considering next steps.

It’s always about doing it right the first time.

Getting Back To Normal (Sort Of)

I’ve been out of commission for the past few weeks. Well, actually, my husband has. We’ve been in New York for almost a month for his major surgery. 

I had all kinds of plans to get a lot of work done while he convalesced.

Here's a little John Lennon for you.

It’s amazing how life gets in the way. As John Lennon said, "Life is what happens while you are busy making other plans."

Funny thing, my husband shares a birthday with Mr. Lennon.

So during the long hours in ICU, I watched. Everything. I couldn’t concentrate on anything else.

When someone you love is so incapacitated – with the full intention to be healthier than before – you begin to reassess everything.

You also begin to realize how important the support system that forms around you is. How ready they are to help out. Friends, family, nurses and doctors. The pharmacist. The server at the café close by. They all seem to get it and just pitch in. They’re there.

Set-backs – there were several. Tubes, IVs, scars – slowly, each were removed. Then we got to go to our home-away-from-home in The City. An hour and a half ride, just over two miles during the New York Marathon. The irony of the situation.

Thankful for access to the best doctors and hospitals in the country, this makes me re-think the whole health care thing.

Providing care for my husband that is simple, basic. Who knew putting on a shirt was so much work?

It is getting better, though.

One week out of the hospital, there are still more doctor appointments, procedures and hopefully soon, the OK to fly home to Vegas. But all that’s perfectly fine. He is improving.

This will soon be behind us, and has only solidified our relationship. My husband is a wonderful man. 

It will be better than normal. Soon.