By Beth Allen
I read a leadership article a few years ago that laid out the reasons why it is important to tell a story when we communicate to our teams. We can tell them what to do. We can give them instructions on the steps required to accomplish a task and the reason we want the task performed. A list of instructions is difficult to pay attention to and information may not be retained. If we can weave important information into a story, we will have more impactful communication.
For instance, I recall the horrific story about an MRI safety incident that occurred over 20 years ago. An oxygen tank was brought into the scan room while a 6-year-old boy was being scanned. The tank launched into the bore of the magnet and killed the young patient. This event has been used since then to demonstrate the reason for strict MRI safety rules in and around Zone IV. We have signage on the door stating that the magnet is always on and warning of the danger inside, but those signs can be ignored. Especially, if people are distracted.
There are pictures of gurneys, IV poles and the like stuck to a magnet all over the Internet. Nothing gets the point across like sharing the details of this tragedy. Magnets are stronger, scans are faster, expectations for throughput are higher. When creating a workflow for our MRI team, safety must be the number one priority.
We have implemented mock code drills at our offices. This allows our teams to walk through an emergency scenario and think through what they would do. We let them ask questions and give suggestions. We perform a separate drill for MRI, since it has unique challenges. One of the main obstacles is to manage the MRI door while we are working to quickly remove the patient from Zone IV.
We do a debriefing after each of these drills. We have many sites and each of them has unique layout, different clientele, and personnel with varying levels of experience. We have gotten very positive feedback from our team members, who appreciate the time dedicated to being prepared.
Being that we are ambulatory imaging, we do not have a code team that will be rushing to assist with our emergency. We call 911 and manage the situation until EMS arrives. This can feel like an eternity. Fortunately, these emergencies are not common, but they do happen and we need to be prepared.
By presenting these drills as stories for our teams to role play, we are providing them with details they are more likely to remember than just a list of things to do. Shortly after our first drill, an MRI patient had a seizure during a scan. The team stated they were able to stay calm and take care of the patient quickly and effectively just like they had practiced. They didn’t really do anything they had not done before, but they did not feel as stressed or anxious as they would have.
A story can be used to inspire, empower, express frustration or evoke change. It allows the listener to relate to details being expressed and have a better understanding of how and why something is being communicated. Our team members will have not just heard the story, they have learned from it and will be better able to execute the instruction.
The next story I have been asked to tell is about an outstanding, heartfelt patient experience. I have lots of those. The struggle will be to pick the best one.
Thanks for all you do.
Beth Allen CRA, RT(R)(CT), is the director of clinical operations with Banner Imaging.
