Last fall my daughter had a procedure done at Carilion Roanoke Memorial Hospital. It went fine, but that's not what I'm writing about.
While I was there I was impressed by the courtesy and friendliness of every staff member I met. They truly wanted to make my 'experience' in the hospital (even as a visitor) good. Even the orderlies (or whatever they're called these days) had a friendly demeanor and bantered nicely with the patients and their families.
I can't recall any time this wasn't the case -- when I was having trouble with various pebbles in my kidneys, or visiting clients, I've found the staff to be helpful and friendly.
It starts from the top. In my years I've learned that the front line folks reflect the way management and top echelon approach their work and those who work for them. It seems that the top management of Carilion gets it, and my hat's off to them.
Thursday, May 31, 2012
Wednesday, May 30, 2012
I heard this story from another Councilman who was there.
Around 40 years ago Roanoke City was in an annexation battle with Roanoke County. One day Roanoke City Council decided to appropriate something for pensions. The City's (then) director of finance told Council "You shouldn't have done this; you have bankrupt the City". A week later he testified in the annexation trial and as to the City's finances said "Roanoke City is in wonderful financial condition. Revenues are strong and expenditures are under control. There are not any financial problems".
Next meeting a Councilman put on the agenda a "personnel matter" and council went into closed session. In that session the Councilman reminded the Director of Finance of both statements, and asked "All I want to know is, Which time were you lying".
Probably a good question for today's politicians.