Healthcare Manager Swallows Bitter Lean Pill and "Likes" It

A chance conversation uncovers a troubling, unhealthy perspective.

Last weekend I attended a social function where I had a chance to talk to a woman from a neighboring town who works for a large hospital and Healthcare services provider.

During our converstaion I recognized her position at the hospital as being a middle management role so I asked her if she new about "Lean" entering the Healthcare industry. She immediately new what I meant, told me her hospital was involved, and then quickly began describing a project impacting her area. The description she gave included a few details, all of which seemed technically correct. Based on what she said, the work seemed admirable and I am sure the hospital will realize good benefits from their efforts.

Then, just out of curiosity, and in the regular flow of the conversation, I asked how she felt about the new program. She replied almost matter-of-factly but with a bit of sarcasm clearly evident in her tone of voice. This is what she said,

"it doesn't matter what I think. Everyone knows they are supposed to smile and say how much they like it."

It took a little while for her answer to sink in. Later, when I recalled the candid comment, and details she mentioned indicating the leaders of the project were making an effort to ensure employee involvement, I couldn't help but think, "maybe the executive management team believes they have the strength of genuine employee involvement on their side, when in reality, what they really have is a weaker, artificial form of employee involvement."