Gary Passama

Gary Passama retired as president and CEO of NorthBay Healthcare on March 31, 2017. An active blogger since 2010, here’s a collection of his work.

Failing the NorthBay Way

April 21, 2016
 

I take great pride in the NorthBay Way, a series of principles which guide us at NorthBay Healthcare. They are caring, communication, collaboration and competence. 

With each principle come certain expectations. Caring means to “be compassionate, demonstrate genuine concern for the well-being of others.” For competence we expect to “take personal responsibility for uncompromising levels of service, quality and safety.”

We do an excellent job of living up to the expectations of the NorthBay Way and I like to boast about it at every opportunity. Which is why, when we don’t meet the expectations we apply to ourselves, it is discomforting. That happened recently.

A patient sought medical help at one of our outpatient services, but was redirected to one of our hospital emergency departments for a reason that failed to put the need of the patient first. That should not have happened.

The patient did receive the treatment she needed, but at a significant expense. The emergency room was not the appropriate place for this patient. The result was a bill which was much greater than it would have been had the patient been seen at the outpatient location. The patient’s father eventually brought the bill to my attention. After confirming the details, the balance owed was waived. It was the right thing to do because we did the wrong thing.

We did not demonstrate genuine concern for the well-being of this patient. We did not take personal responsibility for uncompromising levels of service, quality and safety. We did not live the NorthBay Way.

Being 100 percent patient centric is a full-time, high-speed, all-hands-on-deck endeavor. We will learn from this failure, which is unfortunate and very concerning.

That’s because another expectation of the NorthBay Way is to treat others in the way we would want to be treated.

Comments

 
  1. Lori Grosse
    April 22, 2016 at 07:20
     

    Thanks for having the courage to admit when a correction is needed. Hopefully you will be rewarded with increased confidence from your clientele as a result.

     
  2. Jacqueline McDonald
    April 21, 2016 at 03:16
     

    Dear Mr. Passama, I am an RN with 30 + years in healthcare and to say that your words blew me away is a gross understatement. If each and every hospital president and CEO followed your example I truly believe healthcare would be in a better place. I would like your permission to tweet the following phase-"Being 100 percent patient centric is a full-time, high-speed, all-hands-on-deck endeavor" of course contributing it to you. Best wishes in the work you are doing to improve the care provided to patient. Jacqueline

     
 

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