2 weeks ago, I had 1 of the worst days in a long time. I had an altercation with a student, was really disappointed in how I handled it and cried most of the day. I got in my car & turned on a talk-radio show that is a favorite and that I listen to everyday.
I turned on The Dave Ramsey Show. It was the middle of the show and I turned it at the end of 1 of his rants (which anyone who has listened to Dave Ramsey knows that he has a lot of them). When I turned on his show, this is what I heard:
"...just follow The Golden Rule. Treat others how you want to be treated. How hard is that? Sheesh."
I broke down in tears again and couldn't even drive. I started thinking; 'Ya know, the golden rule can be really hard to follow; INCREDIBLY hard to follow.'
Every Tuesday I offer a free class to new staff. This class is required by the state I offer it for free in order to make it easier for new staff to meet state requirements. The day started out as horrible as it could have. My 3 year old needed to behave for an interview at the private school we wanted him to go to. He was as awful as he could have possibly been. While at the school, a close friend of mine passed out at the copy machine & I stayed with her until the paramedics & her husband arrived (at the same time). While my husband was driving out of the school parking lot, he blew a tire & went to the nearest Les Schwab only to find we needed to replace all 4 tires. All this drama made it so that I got to my classroom 5 minutes before the class was due to start. I need at least 15 minutes to set up equipment.
I was met at the door pulling my awful-acting (who I love) 3 year old through the door and carrying 6 bags. This caregiver with a very snotty attitude met me right at the door. I didn't explain my whole morning to her because it wasn't her problem or he business. I apologized and asked her for 10 minutes and offered her coffee. She accepted. I pointed her to where the coffee was. She stared at me like I was a goat & asked where the class was. I told her & she asked if she could go up. I explained that I had just walked through the door and the class was locked & went up to my classroom.
I went up & set up, but was giving into the rushed feeling. Another staff member showed up & this 1 caregiver came up. This class requires the staff to bring a self-study workbook to the class. I asked the 1st staff member if she had brought it with her. She did, but it was incomplete. She asked if she could just sit & complete it in the room. I agreed. I asked this caregiver for her book. I again got the goat look. She said that she did not have it. I told her she couldn't complete the class. We started baiting back & forth. As her attitude escalated, so did mine. I told her that I was going to have to let her administrator know. She was mad that she wasn't given the instructions she needed. It ended with her asking me why I had such an attitude and me telling her it was because she was acting like a b****. She left & I was so grateful.
I have completely changed how I do this class to try & avoid this kind of confrontation again. All the way from avoiding appointments on class days to changing the books to reading 5 books so far on marketing and customer service.
This still leads me to question "How easy is The Golden Rule?" I went on vacation & felt so much better when I came back and rejuvinated when I got back. I did need to change a time of a class. I showed up at the facility with flowers and a good attitude and was met by a receptionist that didn't say hello, refused to take my message (she kept interupting me and thought I was trying to sell something--- I had to write my own message). She refused to take my flowers, I kinda just left them.
This was a situation where I have absolutely no regrets. I'm actually a bit flabergasted by the treatment I received by a receptionist who is supposed to have the greatest customer service. It was really really difficult to keep my smile plastered and restart my sentences every time I was interrupted and then try to apologize when she told me that I was really confusing her. I probably would have been very clear to her if she would have given me 10 seconds to explain why I was there. It took physical restraint and deep breaths to treat her how I would have wanted to be treated because I was not getting the treatment I wanted at all.
What do you think? Is the Golden Rule really so easy to follow?
Monday, February 28, 2011
Sunday, February 27, 2011
I1029 Myth - It's not really Law
The newest myth on I1029 I heard this week was that I1029 was not really a law yet.
This is a MYTH!
On December 17, 2010, Emergency Rule Making Order CR-103 was put into effect making all the WACs & RCWs related to trainings of Long Term Care Workers.
Check out http://www.aasa.dshs.wa.gov/Professional/training/1029/documents/Emergency%20Rule-Making%20Order%20CR103.pdf to see the order making I1029 law.
Check out http://www.aasa.dshs.wa.gov/professional/training/1029/ to see up to date information on all information regarding I1029.
Don't let fear & gossip keep you from being in compliance of new regulations. Contact me with any questions or concerns.
This is a MYTH!
On December 17, 2010, Emergency Rule Making Order CR-103 was put into effect making all the WACs & RCWs related to trainings of Long Term Care Workers.
Check out http://www.aasa.dshs.wa.gov/Professional/training/1029/documents/Emergency%20Rule-Making%20Order%20CR103.pdf to see the order making I1029 law.
Check out http://www.aasa.dshs.wa.gov/professional/training/1029/ to see up to date information on all information regarding I1029.
Don't let fear & gossip keep you from being in compliance of new regulations. Contact me with any questions or concerns.
I1029 Myth - There is no Money
I hear from several sources including surveyors in the Department of Social & Health Services (DSHS) that I1029 cannot possibly be enforced because there is no money in the budget.
This is a MYTH!
1) I get 5-10 emails a week from the Training Department at DSHS that has recently approved my trainings and discuss changes that have to do with I1029. I don't think they work for a non-for-profit ministry
2) Whether I1029 goes through or not, a Training Department within DSHS will remain. Whether they enforce the old regulations or the new ones really makes no difference. Trainings will have to continue and a Training Department will remain
3) Washington State has to cut $6 Billion from its budget in order to balance it. These new training regulations will cost $25 million. That's 0.004% of what they need to cut. Not a very big chunk.
Don't let fear of change keep you from being in compliance of new regulations. Contact me with any questions or concerns.
This is a MYTH!
1) I get 5-10 emails a week from the Training Department at DSHS that has recently approved my trainings and discuss changes that have to do with I1029. I don't think they work for a non-for-profit ministry
2) Whether I1029 goes through or not, a Training Department within DSHS will remain. Whether they enforce the old regulations or the new ones really makes no difference. Trainings will have to continue and a Training Department will remain
3) Washington State has to cut $6 Billion from its budget in order to balance it. These new training regulations will cost $25 million. That's 0.004% of what they need to cut. Not a very big chunk.
Don't let fear of change keep you from being in compliance of new regulations. Contact me with any questions or concerns.
I1029
2 years ago, a healthcare Union called the SEIU started an intiative called I1029 that aimed at giving Home Health aides more training. This initiative passed with the greatest margin in Washington state history. The intent was to give Home Health aides more training, but Adult Family Homes and Boarding Homes got thrown in the mix as well.
For the last 2 years, the Department of Social & Health Services (DSHS) and Department of Health (DOH) have struggled with how to institute these new training requirements under a strict budget.
The new training requirements went into law on 1/1/2011 under and emergency WAC. At the end of March, the govener proposes to delay this training another 2 years due to budget contraints.
I struggle with whether or not to delay these trainings. There are pros & cons to these delays.
1) The voters of Washington want these trainings. It passed with the highest margin in State history. It's hard for me to delay these trainings when it is what the voters want.
2) Everyone will agree that nursing assistants need more education, but nursing assistants are the lowest paid health care workers and they don't have the time or the money to get the additional hours of education that is required
3) This program is estimated to cost about $25 million. The govener needs to cut over $6 billion from the budget to balance it. That is 0.004% of the budget. It's not really high on the priority list. Why not just continue with the higher trainings and improve care. Maybe the higher trainings will improve care & end up decreasing healthcare costs overall by decreasing errors and other problems.
4) As a Director of Nursing, it is going to be really difficult to get the staff through 75 hours of training. But Nursing Homes have been getting their nursing assistants through a 4 week certification course for years. If they can do it, shouldn't we make the extra effort too?
What do you all think about I1029?
For the last 2 years, the Department of Social & Health Services (DSHS) and Department of Health (DOH) have struggled with how to institute these new training requirements under a strict budget.
The new training requirements went into law on 1/1/2011 under and emergency WAC. At the end of March, the govener proposes to delay this training another 2 years due to budget contraints.
I struggle with whether or not to delay these trainings. There are pros & cons to these delays.
1) The voters of Washington want these trainings. It passed with the highest margin in State history. It's hard for me to delay these trainings when it is what the voters want.
2) Everyone will agree that nursing assistants need more education, but nursing assistants are the lowest paid health care workers and they don't have the time or the money to get the additional hours of education that is required
3) This program is estimated to cost about $25 million. The govener needs to cut over $6 billion from the budget to balance it. That is 0.004% of the budget. It's not really high on the priority list. Why not just continue with the higher trainings and improve care. Maybe the higher trainings will improve care & end up decreasing healthcare costs overall by decreasing errors and other problems.
4) As a Director of Nursing, it is going to be really difficult to get the staff through 75 hours of training. But Nursing Homes have been getting their nursing assistants through a 4 week certification course for years. If they can do it, shouldn't we make the extra effort too?
What do you all think about I1029?
Welcome!
I decided to start writing about training issues that come across my desk, email and phone messages. Issues in Washington State legislature, Issues in adult learning, Issues in running my own business of teaching. Stay tuned and subscribe to keep up with new blog posts.
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