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Monday, 18 November 2013
Learning Objective 1: The learner will be able to describe three essential elements of good work.
Learning Objective 2: The learner will be able to discuss ways the Theory of Appreciative Inquiry can enhance positive work experiences in a health care setting.
Achieving and maintaining excellence in the work place require that all members of a health care team embrace a common vision. To explore the vision of service excellence in a large outpatient clinic, nurses, physicians and other members of the interdisciplinary team used theories of Good Work and Appreciative Inquiry to guide a programmatic interview process. Good work is defined as work that is excellent, ethical, and engaging. Excellent work is work performed according to the highest standards of one’s profession. Ethical work is work that is socially and morally responsible. Engaging work is work that is personally meaningful and enjoyable. Appreciative Inquiry focuses on what is best and what might be when seeking to create positive, energizing work environments. All members of the interdisciplinary team responded to a set of questions aimed at learning what each member of the team perceived excellent, ethical, and engaging work to be in their work environment. Themes associated with excellence included dedication, commitment, and teamwork. Nurses focused on the family aspect of the work place. Themes associated with ethical work included respect, commitment, and an interest in the needs of others. Themes associated with engaging work included shared goals, collegiality, good communication, and acknowledgement of one’s contribution to good work. Nurses, physicians, and leadership concluded that reflection on the meaning of Good Work using Appreciative Inquiry constitutes an effective way to build and sustain service excellence in the work place. Going forward team leaders have integrated theories of Good Work and Appreciative Inquiry into orientation sessions for new employees and residents. To sustain commitment to service excellence, the interdisciplinary team has included themes derived from this programmatic assessment into quarterly meetings.