In this installment of our Humane HR Talk series, we hear from executive coach Dr. Karen Hoenig Rigamonti, who has a great deal of expertise improving relationships across organizations in the healthcare industry. Dr. Rigamonti’s personal experience with the catastrophic consequences of a medical blunder more than three decades ago had a tremendous influence on her path into this important profession. Her passion for eliminating communication gaps in the healthcare industry was sparked by this life-changing event, which ultimately led her to fight for safer, more compassionate work environments.

Join us as we look into Dr. Rigamonti’s invaluable perspectives on leading with heart in the ever-evolving landscape of healthcare, highlighting the ripple effects of her transformative approach on individuals and organizations.

Our Question

What is one effective measure you have implemented to ensure a safe and healthy work environment for all employees?

Dr. Rigamonti’s Response

Consider this: approximately 4-10% of patients who enter hospitals experience complications from the treatments intended to aid them. This is a distressing statistic. The fundamental truth about healthcare is taking care of symptoms and managing diseases carries risks even as we plan to nurture human lives.

Inadequate communication within healthcare teams and between caregivers and patients is a critical factor behind many preventable medical errors. Over two decades have passed since the Institute of Medicine issued its groundbreaking report, “To Err is Human,” which advocated for the implementation of safety protocols akin to those in the airline and nuclear industries to enhance patient safety. Despite this, significant challenges remain, exacerbated by burnout that results in disengagement and high turnover rates among healthcare professionals.

The economic and emotional costs of such turnover are considerable. Replacing a single healthcare leader or manager can cost up to double their annual salary and replacing technical and front-line workers also incurs substantial costs. A longitudinal study by Gallup and Workman highlights an effective strategy to counteract this trend: recognition of staff contributions. According to their findings, recognized employees are 45% less likely to leave their positions within two years, reducing the strain on remaining staff and decreasing the likelihood of burnout and overwhelm.

Thus, it becomes clear that fostering strong human connections in healthcare settings is essential for cultivating a resilient, efficient, and compassionate healthcare system that also improves individual patient outcomes. By dedicating time to truly listen and engage with one another, healthcare professionals can ensure the sustainability of the entire healthcare ecosystem as they enhance safety and quality.

The Power of Respect: Uplifting Healthcare Environments

Respect isn’t just a value; it’s the foundation that uplifts healthcare environments, enhancing staff morale and patient care alike. When we genuinely respect our colleagues—acknowledging their language, cultural upbringing, religious preferences, and personal needs without imposing our expectations—we cultivate a diverse and inclusive workplace. This open-minded and welcoming approach fosters trust and collaborative spirit as it enriches our perspectives and produces the development of innovative and creative solutions.

By focusing on the well-being of our employees and nurturing a positive culture, we unlock a remarkable transformation: staff become more engaged, their creativity flourishes, and they discover more efficient ways to perform their tasks. This surge in productivity is palpable in institutions that prioritize their employees’ sense of worth. Here, employees don’t just show up for work; they come eager to contribute, feeling valued and an integral part of the healthcare system. They are driven by a purpose that is rewarding and inspires them to excel even further.

Furthermore, when we ensure that all employees, regardless of their role, are treated with dignity and respect, we see a significant uptick in accountability. Individuals take responsibility not only for their tasks but also for the support they can extend to one another, thus building stronger relationships and enhancing teamwork. This heightened sense of responsibility, in an environment where staff operate with empathy, understanding, and humility as their norms, leads to better patient care and improved health outcomes.

In essence, respect transforms healthcare settings into communities where every staff member is empowered to lead a fulfilling, purpose-driven life and where innovation, efficiency, and compassion pave the way for superior healthcare delivery.

The Role of Honest Communication: Strengthening Connections

The value of forthright, compassionate, and transparent communication in healthcare teams is paramount, especially in high-stakes environments like the operating room. In such settings, the consequences of miscommunication can be dire. Often, the hierarchical nature of healthcare can inhibit the flow of crucial information. Junior staff, temporary employees, or even seasoned professionals may feel intimidated by more senior colleagues possibly disagreeing with them, leading to hesitations in reporting potential dangers. Other times even if they have the courage to speak up their opinion may be ignored because it is felt to be worthless coming from a person of lower rank.

This issue is not confined to the operating room alone but extends to other critical areas such as emergency rooms and intensive care units. In these environments, the failure to voice concerns can have catastrophic outcomes. Therefore, establishing a culture where honest and open communication is encouraged and expected is vital for maintaining patient safety.

Moreover, when communication is authentic, transparent, and empathetic, it strengthens interpersonal relationships within the team as it enhances the efficacy of healthcare delivery. Recognizing the varied needs and roles within a team, it is essential to tailor resources and support accordingly to ensure that every team member, regardless of their rank or tenure, feels valued and heard and has what they need to do their job effectively.

By fostering an environment where every person’s voice is encouraged to be speak up and each person is respected, healthcare organizations can significantly mitigate risks and enhance the quality of care provided. This commitment to open dialogue is a cornerstone of a safe, effective, and compassionate healthcare system.

Emphasizing the Human Element in Healthcare

In healthcare, prioritizing human elements—respect, understanding, and genuine care—can transform the entire system. When we place humanity at the forefront, we meet and exceed the needs of all stakeholders. Patients who feel genuinely listened to become more compliant, contributing to a significant increase in both the well-being of healthcare employees and their engagement at work. This enhanced engagement naturally leads to improved outcomes and elevates the overall quality of service.

Paradoxically, by not focusing primarily on financial metrics but on human factors, healthcare facilities often experience improved financial performance. The most transformative effect is the pride of belonging to an organization where employees at every level feel deeply valued and respected for their unique contributions. This environment where staff are encouraged to be open and sincere with their colleagues, ultimately leads to superior patient care.

Impact and Benefits: A Ripple Effect of Positive Change

Integrating principles of respect, honest communication, and a focus on humanity into healthcare settings brings broad-reaching benefits. This human-centered approach enhances physical and psychological safety, and as trust within teams strengthens leads to higher quality of care. Communication improvements reduce errors—team members are not hesitant to raise concerns, knowing they will be heard and this significantly diminishes the incidence of preventable mistakes.

Moreover, this approach leads to decreased burnout and higher retention rates among staff. A culture that celebrates creativity fosters innovation in patient care practices, and improves efficiency and productivity. These changes enhance the quality of life and safety for both patients and healthcare providers.

Conclusion: Leading with Heart

As leaders and shapers of healthcare environments, HR managers and organizational decision-makers have the power—and responsibility—to transform healthcare from the inside out. By prioritizing human connections, not only do we fulfill our ethical duty to those we serve, but we also build more robust, efficient, and resilient healthcare systems. The path forward is clear: when we lead with heart, emphasizing respect, communication, and humanity, we not only save costs but, more importantly, save lives.

About Dr. Karen Hoenig Rigamonti

Dr. Karen Hoenig Rigamonti, MD, MPH, MBA, PCC, is an executive coach specializing in enhancing organizational relationships within healthcare. Her journey in this field began over 30 years ago when she faced the life-altering consequences of a medical error that could have been avoided. This experience motivated her to bridge the communication gap between healthcare providers and recipients, ultimately fostering a healthier workplace for medical professionals.

As the founder of KHDR Consulting, Dr. Rigamonti focuses on creating empowering work climates and strengthening bonds across organizations. Her work spans consulting, training, and board service, where she actively contributes to non-profit organizations.

From 2015 until June 2020, Dr. Rigamonti served as a Consultant for Johns Hopkins Aramco Healthcare (JHAH) in Saudi Arabia, where she significantly improved patient care for Aramco employees and their families. She implemented person-centered practices and designed communication workshops that engaged over 95% of staff in training on effective communication and compassion. Additionally, she provided leadership training for supervisors identified through employee engagement surveys and conducted 360 assessments for medical leaders, offering tailored coaching to facilitate their growth.

Dr. Rigamonti is also known for her initiatives to improve organizational cultures. She established a disability registry and created WeCan, a vocational training center dedicated to providing job-related and life skills training for young adults with disabilities.

Currently, she serves on the Board of Directors for the Maryland School for the Blind, participating in the Human Resources Committee, and is a board member of Jewish Community Services, contributing to the Budget and Administration Committee.

Dr. Rigamonti’s academic credentials include an MPH from Johns Hopkins Bloomberg School of Public Health and training in Organizational Relationship Systems Coaching from CRR Global. She is a certified Mental Fitness Coach and a former member of the International Coaching Federation. Fluent in English, she has limited proficiency in Italian. She believes that when an organization’s culture is right, the business will thrive, and all stakeholders will be more engaged and satisfied.

Links

• Dr. Karen on LinkedIn
• Dr. Karen’s website

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Welcome to Humane HR Talk, where we present insightful interviews with HR industry experts and thought leaders in related fields sharing their strategies, perspectives, and visions for creating more human-centric workplaces. Through these discussions, you’ll gain practical tips and fresh inspiration to transform your HR practices, to foster inclusive, thriving cultures, and to help in your own journey in the evolving world of work.

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