My journey to improve, enjoy life, and help people

New customer suggestion reponse

If healthcare did not involve the extremely powerful motivator of people on the bottom really wanting to help other people, despite huge personal costs, it would have collapsed in a mass exodus of staff decades ago.

'When you are confronted by any complex social system, such as an urban center or a hamster, with things about it that you're dissatisfied with and anxious to fix, you cannot just step in and set about fixing with much hope of helping. This realization is one of the sore discouragements of our century...You cannot meddle with one part of a complex system from the outside without the almost certain risk of setting off disastrous events that you hadn't counted on in other, remote parts. If you want to fix something you are first obliged to understand...the whole system... Intervening is a way of causing trouble.'

"Top management had never seen the true complexity of the front lines, and never seen the mini-crises there which front-line management normally saw, dealt with, fixed, and didn't report." #lesson: keep your ears open to your front and middle lines (or front/middle-management)

Double-bottom line in hc

Convinced I am that nothing cannot be changed or improved, with the aid of conscientious effort and determination of choice. The "variability" in the world is so large, that there are just so many possibilities -- the key is going one level deeper than where you want to change things. At this level, you can understand the "root" / "causal" changes (nothing really is root, but this vantage point will allow you to see one-level deeper than the result - you see the process which leads to the result). Once you understand the result through various, more "deep" vantage points, you can play with results in your head. Here, you can begin to innovate.