Every so often, I hear or see something that reminds me that I do not always do what I advise clients to do.  So today, I confess that even though I remind clients to write thank-you notes to colleagues who help them achieve their goals, I have not done so for months.  Nor will I bore you with excuses, because nobody wants to hear excuses.

I first met a CEO of a California healthcare region in 2004.  What I remember about our initial meetings was that I had told his physicians and managers that physician clinical priority setting could help them work smarter rather than harder.  As I left a meeting to perform locum tenens coverage in New Hampshire,  he asked me, “What are you doing to work smarter rather than harder?”

I had no answer, but on the airplane ride home, I realized that he was correct.  After discussing his question with my wife, I took the first step, recognized that I needed help, and obtained a coach to help me focus my efforts.  It was a great experience, that taught me how to bring ideas to fruition and to stay grounded in what truly mattered to me.

Working with the top physicians at this CEO’s hospitals taught me the meaning of “winning ugly.” I had never experienced such intense anger over declining practice economics, all directed toward the lightning rod of “administration.”  Some physicians dropped out of the clinical priority setting process, but fortunately, equally talented physicians emerged to continue the priority-setting effort, one of whom is currently serving as Director of Medical Affairs.

After the physicians came to consensus on their recommendations, they presented their findings to the Board, who were complimentary on the effort and the content.  They used words like “awesome” to describe their enthusiasm for improving communication and efficiency in Radiology, the Operating Room, and the ICU and to use healthcare information technology to improve information sharing.  We all left on a high, similar to a couple who delivered a healthy infant after a long and difficult labor.

When I returned home, I found a handwritten note in the mail:

Ken,

Last night was great and I thank you for making it happen.  I appreciate all of your help over the last year.  You have been patient, understanding, studious, and even a teacher.  Thanks for all you have done and for becoming a friend.

Over the past year, our friendship has blossomed.  He is someone to whom I feel comfortable sending my ideas, knowing that I will receive honest feedback.  I will always be grateful to him for taking a chance on a general surgeon.

What do you think?

• Do you have friends and colleagues that have helped you succeed
• How have you acknowledged their assistance
• In this age of electronic communication, do handwritten notes still carry a special impact

As always, I welcome your input to improve healthcare collaboration.

Kenneth H. Cohn