Sitting in the waiting room, she heard the footsteps coming down the hall. She didn't even look, for hadn't his surgery only just begun? It was surely not his doctor. But the steps halted right in front of her and she gazed upward to see his surgeon standing there with hands folded before him. He didn't even hesitate, "We won't be doing surgery today. The clot has moved, traveling up his leg, dangerously too close to his heart."

How could this have happened? Why had they not operated weeks ago when he first returned to his physician with the now intolerable pain? The insurance had put him off, the excuses seemed to mount from every faction that included not only the insurance, but the hospital and physicians, as well. The lines of communication were crossed, the pre-surgery tests were botched, a cover-up maybe? What could these different parties hope to gain by delaying surgery to correct a seriously life-threatening problem?


This happens every day - to many people. This particular incident happened to a friend of mine just this week. Why? They are still trying to figure it out. The factions are pointing fingers and no one is willing to say they are sorry or that they screwed up. Avoiding fault and dodging blame. Seems to be part of the business workflow these days and runs rampant, in particular, in health care. But it is not exclusive to health care. It is prevalent in HR too and in sales and, of course, in recruiting.

The proverbial paper trail is missing, most find it easier to ignore, rather than confront and face down rejection or having to reject. We now rely on our split partner or the guy who keeps the server up and at 'em. We focus on the CRM and the next listed warm contact. Don't forget the last one, the cyber trail can get pretty cluttered if you let it. Step up, take responsibility and do the sign off, the let down. Inform the client of the negatives. Tell your partner to pay. Then walk that hall and man up. If you don't, who will?



by rayannethorn