Banging Your Head Against the Wall

 Sometimes it feels like we are “banging our heads against a wall” when people are not listening to us. They often ask questions just explained.

 We may experience this not only in skills training sessions or even in casual conversations.

 The confused may not “be day-dreaming”, nut unable to process incoming listening information, as the visual details at hand now take over their brain.

Unfortunately, many can only focus and follow one step holistically at a time, and cannot detect issues within the entire sequential procedure. Slow in procedural thought, “one unit at a time-piecemeal”, they become over-whelmed with step-wise instructions.

This unpredictable mind set creates a flow of errors that is both time-consuming and costly to reformulate properly.

Today’s work projects often employ three to five individuals, at high cost inefficiency, to accomplish a simple procedure. 

The following alarming story was recently related to me by a hospital book-keeper, as an incorrect coding entry had been taking a year of our involvement to resolve the accounting/mis-coded issue.

Without productive efficiency, projects fail with faulty detail. All work operations are a series of ordered details to be completed correctly, systematically, with full accountability. 

Any work chain with too many links can break down to error laden inefficiency.

Actual Medical Scenarios:

 It took a chain of five individuals in the hospitals’ book-keeping department to submit a Medicare claim adjustment in the year-long process. 

Inversely, there were several people at the Medicare side to conduct the same, expensive, time laden, data entry chain link process to finally correct the claim.

 That amounts to 8 monkeys working on one hospital charges data set.

 My Ophthalmologist routinely hires assistants to train from scratch, with few technical, if any, credentials. She falsely assumes that if they can run the ocular equipment that entering the machine data readings and input to the patients' records will be correct.

 Wrong.

 The assistant not only had entered incorrect data but mixed up the chart with another patient with a severe condition.

Then the doctor confronted with the dire results, requiring immediate surgery, lucky for me with my high listening-auditory-coding capability, I recognized the problem immediately, and confronted her with “these photos are not my newly filmed records”.

Of course, the doctor double checked my file, was embarrassed, and apologized, as I have nearly perfect eyesight.

Obviously, I could have gone through unnecessary eye surgery, not to mention, the time involvement, and the anxiety-stress incurred.

Subsequently, this circumstance could have been avoided by pre-testing the listening capability of future technician applicants.

 

 Erland, J. K. (1989, 1980). The Hierarchy of Thinking Model. Lawrence, Kansas.

Erland, J. K. (February 1986, 1989).Contrapuntal thinking and the definition of sweeping thinking).