WEBVTT 00:00:06.371 --> 00:00:09.599 Every once in a while, I run into one of those people that think 00:00:09.600 --> 00:00:11.933 change is a four-letter word. 00:00:11.958 --> 00:00:16.179 They get so wrapped up into their own way of doing things that they can't - 00:00:16.180 --> 00:00:19.470 or won't - see that there might be a better way. 00:00:21.614 --> 00:00:22.879 Liz, got a minute? 00:00:22.880 --> 00:00:24.239 Well... actually... I was just... 00:00:24.240 --> 00:00:26.509 This is important. It'll only take a minute. 00:00:26.820 --> 00:00:28.259 Did you work on these? 00:00:28.260 --> 00:00:29.616 Sure. Why? 00:00:29.641 --> 00:00:32.429 Because I don't see the new treatment codes here anywhere. 00:00:32.430 --> 00:00:35.209 Listen, I have better things to do than to learn a new list of 00:00:35.210 --> 00:00:37.392 treatment codes every six months. 00:00:37.417 --> 00:00:38.598 I don't have time for that. 00:00:38.723 --> 00:00:41.089 No one likes dealing with the changes we're up against. 00:00:41.114 --> 00:00:43.879 But that whole "I don't have time for it" attitude... 00:00:43.880 --> 00:00:46.430 That wasn't helping the situation at all. 00:00:46.455 --> 00:00:47.529 Help me understand. 00:00:47.530 --> 00:00:50.579 You did see the email on reporting patient care plans, didn't you? 00:00:50.580 --> 00:00:52.589 Probably. But that's beside the point. 00:00:52.590 --> 00:00:55.259 My job is to make sure that patients get the best care they can... 00:00:55.260 --> 00:00:59.060 And I can't do that if I having to learn a new set of codes every two weeks. 00:01:03.260 --> 00:01:07.389 When we're dealing with somebody who's got the flexibility of a fence post, 00:01:07.390 --> 00:01:09.481 we're talking about deep-rooted feelings. 00:01:09.730 --> 00:01:13.654 And sometimes, the most we can do is offer a new perspective. 00:01:13.679 --> 00:01:17.119 You know, give them something to think about and then hope for the best. 00:01:17.600 --> 00:01:22.049 And then we need to focus on regaining a positive attitude for ourselves. 00:01:22.330 --> 00:01:24.619 Look, maybe it would help if I had a better understanding 00:01:24.620 --> 00:01:26.169 of what the issue is for you. 00:01:26.170 --> 00:01:27.136 You wanna know? 00:01:27.323 --> 00:01:30.039 First of all, we had to re-do everything - 00:01:30.040 --> 00:01:32.089 all of the files - and that took weeks... 00:01:32.090 --> 00:01:34.727 and then they changed all the treatment codes for no good reason. 00:01:34.752 --> 00:01:37.054 And good luck trying to get everyone to do it the same way. 00:01:37.203 --> 00:01:41.059 I get it... we're all under a lot of stress with the changes in regs, 00:01:41.060 --> 00:01:44.679 insurance reporting, the computer system... everything. 00:01:44.680 --> 00:01:47.241 She's always liked things "just so" 00:01:47.266 --> 00:01:50.239 but now none of us could do anything right. 00:01:50.240 --> 00:01:53.389 I know how you must feel - these changes are huge. 00:01:53.390 --> 00:01:56.360 But they're really important for maintaining our accreditation. 00:01:56.602 --> 00:01:59.279 But there was nothing wrong with the way we did it before 00:01:59.280 --> 00:02:01.469 and who's to say that they won't change their minds 00:02:01.470 --> 00:02:04.023 and decide that this doesn't work and change it again? 00:02:04.226 --> 00:02:06.249 Well, I guess there are no guarantees, 00:02:06.250 --> 00:02:09.971 but they've invested a lot in making sure we stay in compliance. 00:02:09.996 --> 00:02:12.286 And, really, the new codes aren't that hard to remember 00:02:12.311 --> 00:02:14.025 after you've used them for a little while. 00:02:14.050 --> 00:02:15.283 For you maybe. 00:02:15.580 --> 00:02:17.621 I'd be happy to show you how I keep them straight; 00:02:17.646 --> 00:02:19.548 there are a couple of little tricks that I use. 00:02:19.573 --> 00:02:22.689 Fine. When I get a spare day or two, I'll let you know. 00:02:22.690 --> 00:02:24.470 But right now, I've got a bath to give. 00:02:24.495 --> 00:02:27.409 Liz, listen. This really is important. 00:02:27.410 --> 00:02:31.169 I know it's frustrating, but... Is there anything I can do to help? 00:02:31.170 --> 00:02:32.190 I doubt it. 00:02:32.759 --> 00:02:34.250 But, I appreciate the offer. 00:02:34.275 --> 00:02:36.567 Sure. Let me know if you think of anything. 00:02:36.592 --> 00:02:37.657 I will. 00:02:37.682 --> 00:02:39.398 I really do enjoy helping people. 00:02:39.399 --> 00:02:41.812 It's why I got into this field to begin with... 00:02:41.837 --> 00:02:44.900 But, I don't know... All these changes... 00:02:45.410 --> 00:02:47.989 I guess I don't need to take it out on everyone else though. 00:02:47.990 --> 00:02:49.807 She did offer to help. 00:02:51.213 --> 00:02:55.829 Confronting someone who isn't flexible can feel like you’re running a marathon. 00:02:55.830 --> 00:02:58.872 That's why it's really important to recover and go on. 00:02:59.224 --> 00:03:04.033 Regaining a positive attitude ourselves and then finding ways to keep it going. 00:03:04.510 --> 00:03:07.923 You know, one of the best ways to do this is to follow through 00:03:07.948 --> 00:03:11.279 on your commitments to help others improve their attitudes. 00:03:11.280 --> 00:03:15.437 Encourage them even when we see the slightest change for the better. 00:03:15.703 --> 00:03:18.125 It's amazing how far a pat on the back will go.